ANALISIS KUALITAS PELAYANAN RUSUNAWA GUNUNG SARI SURABAYA

Abstract

he paper disccuses an analysis study on the service quality of Rusunawa Gunungsari in terms of occupants
satisfacion, condition of current management body of rusunawa, and management recommendation to improve the service
quality of Rusunawa Gunungsari. The analysis is performed by using Importance Performance Analysis (IPA) for occupants
satisfaction and 7s Mc Kinsey model as a framework to identify the current condition of management body of Rusunawa
Gunungsari, then the results of these two analysis are used as inputs for management improvement recommendation. The
results shows that the comparison between perception and expectation of occupant (Total Compliance Level) for Rusunawa
Gunung Sari is equal to 74.18%, the absence of maintenance regulation or Standard Operating Procedure (SOP), lack of
occupant rules enforcement, insufficient rusunawa management budget, and lack of cleaners are management conditions that
contribute to management low performance.The recommendation for improving management performance based on two
analysis before are the management body should compile and implement the Standard Operating Procedure of rusunawa
maintenance,enforce the occupants rules,add numbers of cleaners, and conduct an management evaluation as a maintenance
budget reference.