The Effect Of Service Quality And Company Image On The Satisfaction Of Residents Of Bess Mansion Apartment In Surabaya

Abstract

The development of vertical housing such as apartments in big cities, including Surabaya, is a solution to land limitations and increasing housing needs. However, an increase in the number of residences is not always followed by an improvement in the quality of services. This study is focused on examining the influence between service quality and perception of company image on the level of satisfaction felt by residents of BeSS Mansion Surabaya Apartment. The background of this research arises from the increasing need for vertical housing in big cities such as Surabaya, along with population growth and property price stability. However, a number of residents, around 60%, expressed dissatisfaction with the services provided. Therefore, this study tries to identify the causative factors to help management take strategic steps. The method used is a quantitative approach through a survey of all apartment residents. The number of respondents involved in this study was 96 people, which was determined through the application of the Cochran formula. Data were obtained from the deployment of electronic questionnaires and analyzed through a series of statistical tests, such as validity, reliability, multiple linear regression, as well as classical assumption tests. The findings show that both independent variables significantly and positively affect occupant satisfaction levels.