KINERJA PELAYANAN RUMAH SUSUN SEDERHANA SEWA GHRA BINA HARAPAN YOGYAKARTA

• Main Authors: , Anandia Ayu Setiawati, , Dr. Nunuk Dwi Retnandari
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/119503/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=59506
• Institution: Universitas Gadjah Mada

Rusunawa is one of alternative residential flat for low income people. The increasing number of people who like to stay in Rusunawa requires a more reliable and profesional service from provider. Rusunawa Ghra Bina Harapan is one of the best at national level in term of management. So it is necessary to identify aspects that affect the service performance in Rusunawa Ghra Bina Harapan Yogyakarta. From the analysis it was found that, from aspect of tangible, that focused on the condition of building, the condition of the room in the unit, water supply and the availability of social amenities such as playgroup for children, respondent who expressed satisfaction for the excelent performance at 56,67%, while 26,67% of respondent said that it was average performance, and 16,66% said it was poor performance. From the aspects of reliability that focused on occupant entry requirements, law of enforcement, settling disputes among residents, and manager that arrive on time, respondent who expressed satisfaction 50% for the excelent performance, while 34,17% said it was average performance and 15,83% said it was poor performance. From the aspect of responsiveness that focused on fast response for handling complain, regular meeting between manager and residents, training skill for residents and ability to response 24 hour, respondent who expressed satisfaction at 50%, while 32,50% said it was average performance and 17,50% said itu was poor performance. Form the aspect of assurance that focused on information availability, flat security, affordable rent, and service for checking utilities tools, respondent who expressed satisfaction at 55,83%, while 12,50% said it was average performance and 31,67% said itu was poor performance. From the aspect of empathy that focused on courtesy to the customer, flexibility of payment, ability to makes rules together, communication between manager and resident, respondent who expressed satisfaction at 70%, while 17,50% said it was average performance and 12,50% said itu was poor performance. From five aspect of service performance at Rusunawa Ghra Bina Harapan Yogyakarta, such as aspect tangibles, reliability, responsiveness, assurance and empathy, all got above 50%, that means resident of Rusunawa Graha Bina Harapan Yogyakarta expressed their satisfaction to the service that manager Rusunawa provides.