AWALIA, ANISA RIZKA (2023) ANALISIS FAKTOR-FAKTOR PENYEBAB KOMPLAIN DARI KONSUMEN TERHADAP KEPUASAN KONSUMEN ATAS KINERJA DEVELOPER PADA PROYEK PEMBANGUNAN APARTEMEN SENTRA TIMUR RESIDENCE. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The factors that cause complaints from consumers who live in apartments are one of the determinants of consumer satisfaction with developer performance. In its journey, KSO Perum Perumnas – PT. Bakrie Pangripta Loka as the developer of the Sentra Timur Residence Apartments experienced problems related to consumer complaints. It is known that there are many complaints received by KSO Perum Perumnas – PT. Bakrie Pangripta Loka must be aware of any elements of dissatisfaction received by consumers. So the authors conduct research on the factors that cause consumer complaints so that in the future it can be an anticipation of developer performance. This research was conducted using a survey method in the form of a questionnaire regarding the factors that cause consumer complaints about developer performance. Furthermore, the questionnaire was analyzed using SPSS (Statistical Package For Social Sciences) which aims to obtain relevant data according to the conditions in the field and use the results to solve a problem. From data research using SPSS software, analysis tests will be carried out, namely normality tests, validity tests, reliability tests, correlation tests, factor analysis and regression analysis. Keywords: Developers, Complaints, Consumers, Satisfaction, Developer Performance Faktor-faktor penyebab complain dari konsumen penghuni Apartemen adalah salah satu penentu kepuasan konsumen terhadap konerja developer. Dalam perjalanannya, KSO Perum Perumnas – PT. Bakrie Pangripta Loka selaku developer dari Apartemen Sentra Timur Residence mengalami kendala berkaitan dengan complain konsumen. Diketahui ternyata banyak terdapat complain yang diterima KSO Perum Perumnas – PT. Bakrie Pangripta Loka harus mewaspadai adanya unsur ketidakpuasan yang diterima konsumen. Sehingga penulis melakukan penelitian mengenai factor-faktor yang mneyebabkan complain konsumen agar kedepannya dapat menjadi antisipasi terhadap kinerja developer. Penelitian ini dilakukan dengan menggunakan metode survey berupa kuisioner mengenai factor-faktor penyebab complain konsumen terhadap kinerja developer. Selanjutnya kuisioner tersebut dianalisis menggunakan SPSS (Statistical Package For Social Sciences) yang bertujuan untuk mendapatkan data yang relevan sesuai dengan keadaan dilapangan dan menggunakan hasilnya untuk memecahkan suatu masalah. Dari penelitian data dengan menggunakan software SPSS, akan dilakukan uji analisis yaiut uji normalitas, uji validitas, uji reabilitas, uji korelasi, analisa factor dan analisa regresi. Kata Kunci : Developer, Komplain, Konsumen, Kepuasam, Kinerja Developer.
| Item Type: | Thesis (S1) |
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| Call Number CD: | FT/SIP. 23 108 |
| NIM/NIDN Creators: | 41115120080 |
| Uncontrolled Keywords: | Developer, Komplain, Konsumen, Kepuasam, Kinerja Developer. |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 624 Civil Engineering/Teknik Sipil |
| Divisions: | Fakultas Teknik > Teknik Sipil |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 14 Oct 2023 06:47 |
| Last Modified: | 14 Oct 2023 06:47 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/82500 |
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