Indasah, Alfiah (2026) Pengaruh Perilaku Ko-Kreasi, Kualitas Layanan, dan Implementasi QFD Terhadap Kepuasan Penghuni Apartemen Dian Regency Surabaya. Masters thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
This study aims to examine the influence of co-creation behavior, service quality, and the implementation of Quality Function Deployment (QFD) on resident satisfaction at Dian Regency Apartment Surabaya. The research employed a quantitative approach with an explanatory design. Data were collected through questionnaires distributed to 175 residents and analyzed using Partial Least Squares (PLS). The findings reveal that co�creation behavior has a positive effect on service quality and the implementation of QFD. Furthermore, both service quality and QFD implementation significantly affect resident satisfaction. These results highlight that active resident involvement in co-creation enhances service quality and strengthens the effectiveness of QFD implementation, ultimately leading to higher satisfaction among apartment residents. The study contributes theoretically by integrating co-creation theory, SERVQUAL, and QFD in the context of vertical housing, while also providing practical implications for apartment management in developing resident-based service improvement strategies. Keywords: Co-Creation, Service Quality, QFD, Resident Satisfaction, Apartment
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 330 - ECONOMICS |
| Divisions: | Magister of Management |
| Depositing User: | ALFIAH INDASAH |
| Date Deposited: | 22 Apr 2026 03:17 |
| Last Modified: | 22 Apr 2026 03:17 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14252 |
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