Pengukuran kualiti perkhidmatan di rumah Iskandar Malaysia

Abstract

Measuring quality is an important aspect for the performance of an organization and as a measure of improvement in the future. In this study, the measurement of the quality of service in the Rumah Iskandar Malaysia (RIM) is implemented. This study aimed to analyze the quality of existing services and identify the level of importance of RIM services to be provided in RIM from the perspective of the residents. In this study, the method used to analyze quantitative data is the use of instruments SPSS (Statistical Package for the Social Sciences). The analysis used to analyze the quality of service is using SERVQUAL instrument which involves five major dimensions of service quality gap which are reliability, responsiveness, assurance and empathy. Frequency analysis was used to identify the level of interest of the service. The results of this study can be seen that the overall quality of service in RIM is at a unsatisfactory level. Housing services such as public facilities, utilities and social services, design, image and landscaping, infrastructure, housing plans, security and control, the management and the environment is important to ensure the quality of housing services that are in good condition. In addition there are also some elements related to the satisfaction of the listed factors that have a significant relationship to the rental rates.