The Influence of The Environment, Tariffs and Facilities on the Satisfaction of Flat Residents Under the Management of BP Batam With Service Quality as Variable Intervening

Andi  YUNUS; Ngaliman NGALIMAN; Sajiyo SAJIYO

doi:10.38142/jogta.v4i1.1570

Authors

Andi YUNUS Batam University, Indonesia
Ngaliman NGALIMAN Batam University, Indonesia
Sajiyo SAJIYO Batam University, Indonesia

DOI:

https://doi.org/10.38142/jogta.v4i1.1570

Keywords:

Influence Satisfaction, Service Quality, Environment, Tariff, Facilities

Abstract

This research analyzes the influence Environment, Tariffs And Facilities Towards Satisfaction of Flat Residents Under the Management of Mr Batam With Service Quality As an Intervening Variable. Based on data from BP Batam in 2023, there are kabil flats 530 reports, yellow face flats with 613 reports, Batu Ampar flats with 610 reports, Sekupang flats with 487 reports, and Tanjung Uncang flats with 501 reports. This shows that there are still many flat residents who experience problems when inhabiting flats. Using primary data from 176 Flat Residents Under the Management of Mr Batam, this research found that Environment Nah has a direct significant effect on Flat Residents' Satisfaction, instead Rates and Facilities proven to have influence yang significant to Flat Residents' Satisfaction, additionally the Environment has an insignificant influence on Service Quality, but Trif and Facilities have a significant influence on Service Quality. Service Quality has a significant effect on the satisfaction of flat residents. The indirect influence of the environment has an insignificant influence on the satisfaction of flat residents through service quality, but rates and facilities have a significant influence on the satisfaction of flat residents through service quality. The proposed recommendation is to focus on scaling up Flat environment and improve the quality of services provided to flat residents.

References

A. Rusdiana. (2015). Grounding Environmental Ethics for Efforts to Cultivate Responsible Environmental Management. Istek Journal, Volume 9 Number 2 p.248

Abdullah and Tantri. (2019). Analysis of the Quality of Goods Sending Services for Consumer Satisfaction at PT Pos Indonesia (Persero) Regional, Sumatra.https://ummaspul.ejournal.id/JKM/article/download/3280/1109

Achir, A. Y., & Kusumaningrum, T. M. (2021). The influence of the use of debit cards, credit cards, e-money and e-wallets on student consumption expenditure. Management journal, 13(3), 554–568.

Daryanto. (2019). Consumer and Excellent Service. Malang: Gava Media.S

Effendi, R., Salsabila, H., & Malik, A. (2018). Understanding of a Sustainable Environment. Ejournal.undip.ac.id, 18(2), 75–82. https://doi.org/10.14710/mdl.18.2.2018.75-82

Gofur Abdul, (2019) The Effect of Service Quality and Price on Customer Satisfaction, Journal of Management and Business Research (JRMB) Faculty of Economics UNIAT Vol.4, No.1 February 2019: 37 – 44 P-ISSN 2527–7502 E-ISSN 2581-2165.

Haryono, Na. O. R., (2020), Analysis of the influence of brand image and service quality on consumer satisfaction and its impact on consumer loyalty. Journal of Electrical and Aviation Industry, 4(2).

Hidayati, D. E. (2020), The Influence of Compensation, Work Environment and Organizational Culture on the Performance of Pasuruan Regency Regional Secretariat Employees Sasanti Journal of Economic and Business, 1(3).

Ivan Tanaka; Eki Dudi Darmawan, (2021), The Influence of Service Quality, Facilities and Rates on Inpatient Satisfaction at Cicendo Eye Hospital Bandung, IMEA | MEA Scientific Journal (Management, Economics and Accounting) Vol. 5 Nr. 3, 2021, P-ISSN; 2541-5255 E-ISSN: 2621-5306.

Johannes Kurniawan1, Reagan Brian2, Stephanie Theodora Mulyono, (2022), The Influence of Facilities on Customer Satisfaction at the Macan Museum, Jakarta, Tourism Aware: Journal of Tourism Volume 5 No. December 2, 2022 (p- ISSN 1858-0112, e-ISSN 15537-37677).

Cashmere, (2016), Human Resource Management (Theory and Practice). Depok: PT Rajagrafindo Persada.

Kotler, Philip, et al. 2016. "Marketing Management. Global Edition (Vol. 15E)." Global Edition.

Kotler, Philip and Gary Armstrong. (2016). Marketing Principles. Edii13. Volume 1. Jakarta: Erlangga

Lupiyoadi, R. (2013). Competency Based Services Marketing Management. Jakarta: Salemba Empat.

Munawir. (2018). The Influence of Service Quality and Facilities on Consumer Satisfaction Photo Copy Awy Comp at Darussalam Islamic Boarding School Blokagung Tegalsari Banyuwangi. Islamic Law, Economics and Business, 4(2), 204–215.

Masitoh Martina Rahmawati, et al, (2019), The Influence of Service Quality, Customer Satisfaction, and Brand Trust on Customer Loyalty in Shopee Mobile Application Users, Journal of Management Science Volume 5, Number 1, June 2019.

Muhammad Falaq, Mega Jayanti Sutisna, Ezekiel Dimas, (2023), The Influence of Service Quality, Facilities and Prices on Consumer Satisfaction in Four Star Hotels JHT: Journal of Hospitality and Tourism P - ISSN: 2963 4512 Vo l. 1, Nr. 2, January 2023 Pg 76 – 94 E - ISSN: 2964 – 4739.

Maysaroh Hasibuan, Annio Indah Lestari Nasution, Nuri Aslami, (2024), The Influence of Tariffs, Trust, and E-Service Quality

To the Satisfaction of Marpoken Delivery Service Users

In Gunung Tua Village, Equivalent : Journal Of Economics, Accounting and Management Vol. 2 No. 2, 2024, 307 – 323.

Ninik Srijani, Achmad Sukma Hidayat, (2017) The Influence of Facilities on Customer Satisfaction at Aston Madiun Hotel & Conference Center, WIGA Economic Science Research Journal Vol. 7, March 2017,

Priansa, Dony, (2019), Development of Learning Strategies & Models. Bandung: Pustaka Setia Bandung,

Priharto, S. (2020, August). Indicators of Customer Satisfaction: Definition, Types and Functions for Business. Accurate. https://accurate.id/marketingmanajemen/indikator-kepuasan-pelanggan/

Rakasiwie Bayu, and Sri Rejeki Ekasasi, (2021), The Influence of E-Service Quality on Online Seller Satisfaction on the Bukalapak.Com Site, CAKRAWANGSA BISNIS, Vol. 2, Nr. 2 (2021): October, ISSN 2721 – 31.2.

SA, Mimi, and Sanny Ekawati. (2016). “The Influence of Service Quality, Facilities, Location and Prices on Green Bay Apartment Consumer Satisfaction in North Jakarta.” Asy-Syukriyyah Journal 17(1):104–19. doi: 10.36769/asy.v17i1.67.

Sugiyono. (2018). Quantitative, Qualitative and R&D Research Methods, Alphabeta publisher, Bandung.

Sualang, K. R. V. a. V. R., (2020). Factors That Influence the Quality of Licensing Services in the Investment Service and One-Stop Integrated Services in Southeast Minahasa Regency.. Journal of Regional Economic and Financial Development, 21(2).

Tjiptono, F, (2019), Service, quality & customer satisfaction. Yogyakarta: Andi offset.

Totok Adi Hermanto, Trisniarty Adjeng Moelyati, Fitantina, (2022), The Influence of Service Quality, Tariffs and Accessibility on

Satisfaction and its Impact on Tourist Loyalty

Curup Tenang Waterfall Tourist Attraction Bedegung Muara Enim, Motivation for Management and Business Journal Volume 7 Number 1 2022

Wedi Andesta, Youmil Abrian, (2019), The Influence of Facilities on Guest Satisfaction Staying at Hannah Hotel Syariah Painan, Family Education Journal, Volume 11 No. June 1, 2019 e-ISSN: 2549-9823 p-ISSN: 2085-4285.

Wahyu Tri Utomo, Febrianur Ibnu Fitroh Sukono Putra, (2024), The Influence of Delivery Rates, Service Quality and Timeliness

Regarding the Satisfaction of PT Service Users. Citra Van Entrusted with Lightning (TIKI)

Semarang, JIEMBI: Journal of Economics, Management and Business Vol. 2 No. January 1, 2024 E-ISSN: 2988-5647.

Yuriansyah ,Auli Lucky, (2018), Perception of service quality, product and facility value towards customer satisfaction (PO bus user case study. Muji Jaya Jepara). ejournal3.undip.ac.id

Yusuf Suhardi , Agustian Burda, Arya Darmawan, Zulkarnaini, Fidayanti, (2024), The Influence of Service Quality, Facilities and Prices on Customer Satisfaction (Case Study at the Jakarta Successful Tutoring Institute), Abiwara : Business Administration Vocational Journal Vol 5 , No. 1, Septemberb 2023, pp. 9 - 21 E-ISSN 2686-1577

Analisis Prosedur Pencairan Dana Langsung (LS) Pada Kantor Pelayanan Perbendaharaan Negara (KPPN) Manado. Jurnal LPPM Bidang EkoSosBudKum (Ekonomi, Sosial, Budaya, dan Hukum), 5(2), 941-948.

https://ejournal.unsrat.ac.id/index.php/lppmekososbudkum/article/view/40127

Zuhroh, S., & Irma (2022). Sistem Dan Prosedur Pencairan Uang Persediaan (UP) Pada Kantor Balai Karantina Pertanian Kelas II Palu: System and Procedure for Disclosing Inventory Money (up) at Class II Agricultural Quarantine Office, Palu. Jurnal Actual Organization Of Economic (JAGOE), 3(02), 252- 264. http://ojs.stiemujahidin.ac.id/index.php/j agoe/article/view/28.