IMPORTANCE PERFORMANCE ANALYSIS UNTUK MENINGKATKAN KEPUASAN PENYEWA RUMAH KOST
DOI:
https://doi.org/10.30997/jvs.v8i2.6963Keywords:
Importance-Performance Analysis, kepuasan, penyewa, rumah kostAbstract
Jasa penyewaan kost merupakan bisnis yang sedang berkembang khususnya di area yang padat tempat kerja dan kampus. Untuk dapat bertahan, pemilik usaha harus dapat selalu memuaskan penyewa sebaik mungkin. Dibutuhkan analisis terkait tingkat kepentingan dan performansi faktor-faktor yang menentukan kepuasan penyewa. Penelitian ini bertujuan mengaplikasikan metode Importance-Performance Analysis (IPA) untuk memahami kepuasan penyewa terhadap servis yang diberikan. Penelitian ini menggunakan data primer yang diperoleh melalui kuesioner yang diisi oleh para penghuni sebuah rumah kost di Jakarta. Penelitian ini menggunakan Importance-Performance Analysis dengan beberapa uji statistik untuk memastikan data kuesioner yang diperoleh valid, reliable, dan memenuhi asumsi dalam IPA. Analisis dilakukan untuk keseluruhan data dan untuk data yang dibagi berdasarkan durasi menghuni rumah kost untuk mengidentifikasi apakah ada perbedaan tingkat kepuasan yang ditasakan. Terdapat tiga faktor yang membuthkan perbaikan; kelengkapan dan kenyamanan fasilitas kamar, kebersikan, dan kemampuan komunikasi. Analisis untuk penyewa dengan masa durasi berbeda tidak mengindikasikan adanya perbedaan hasil yang signifikan berdasarkan diagram IPA yang dihasilkan. Sejauh pengetahuan penulis, belum ada penelitian terkait aplikasi IPA pada rumah kost. Penelitian ini berkontribusi dalam memperkaya literatur metode IPA dengan mengaplikasikannya pada bidang hospitality, dan secara praktis membantu pemilik kost dalam meningkatkan kepuasan penyewa kost.
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