PEMERIKSAAN OPERASIONAL TERHADAP AKTIVITAS PELAYANAN JASA UNTUK MENINGKATKAN KEPUASAN PELANGGAN (STUDI KASUS DORMUS CO-LIVING)

Abstract

ABSTRACT  High property prices in big cities make it difficult for millennials to own their own homes, making the co-living concept an attractive solution, especially in Bandung. Co-living is the concept of living together with others who share similar interests or values, with shared facilities such as a living room and kitchen. However, Dormus Co-Living does not fully fulfill this concept and co-living is not yet well-known in Indonesia. Therefore, Dormus Co-Living needs to conduct an operational review to identify and fix existing problems, with the aim of increasing customer satisfaction and introducing the co-living concept to the Bandung community. Operational review analyzes the company's operational activities to identify problems and provide recommendations. Customer satisfaction is measured by five dimensions of service quality: responsiveness, assurance, tangibility, empathy, and reliability, as well as three dimensions of customer satisfaction: meeting expectations, willingness to revisit, and willingness to recommend. The research method is a descriptive study with primary and secondary data collection through interviews, observations, and questionnaires. Based on the operational review at Dormus Co-Living, although there are weaknesses in the service, the average respondent assessment is already good (76.19%). Respondents gave a good assessment of the five dimensions of service quality, with all respondents satisfied with Dormus Co-Living's service activities. Recommendations are given to overcome weaknesses and improve customer satisfaction.