p–ISSN: 2723 - 6609 e-ISSN: 2745-5254
Vol. 5, No. 6 June 2024 http://jist.publikasiindonesia.id/
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2887
Evaluation of Housing Product Quality Using the
Importance-Performance Analysis Method at PT. Galaxy
Alam Semesta
Albertus Denny Prasetya
1*
, Farida Rachmawati
2
Institut Teknologi Sepuluh Nopember, Indonesia
Email: [email protected]
*Correspondence
ABSTRACT
Keywords: property, real
estate, product quality,
housing, customer
satisfaction.
Government support for the property sector through
incentive policies, such as the Ministry of Finance
Regulation on Government-Borne Value Added Tax (VAT-
GOV) on properties, was reintroduced in 2024 to boost
economic growth, focusing on the delivery of new landed
houses and new apartment units. In this context, property
and real estate companies are required to maintain customer
satisfaction, which is the key to the company's success.
Customer satisfaction not only reflects product quality but
also influences the company's brand image. To understand
customer satisfaction with product quality, particularly
landed houses, PT. Galaxy Alam Semesta conducts periodic
surveys of its customers. However, survey results from the
first semester of 2023 indicated that customer satisfaction
with the quality of houses was still below the company's
standards. Therefore, this research aims to evaluate the
quality of PT. Galaxy Alam Semesta's houses using the
Importance-Performance Analysis method. This research
will identify attributes that need quality improvement
priority, with the hope of enhancing customer satisfaction
and the company's image, as well as utilizing the House of
Quality to determine the priority of these improvement
proposals. The analysis results indicate that the attributes
requiring quality improvement priority are even and non-
streaky paint, straight wall corners, even wall and ceiling
surfaces, smoothly and easily operable doors and windows,
neat and even paint and sealant, even tile installation, and
precise and neat installation of door and window accessories.
From the analysis of the proposed improvement, five main
priorities were identified: increasing the frequency of
supervision and inspection to ensure compliance with
quality standards, setting limits on the number of units
overseen by building supervisors, using higher quality paint,
evaluating the quality of door accessories and tile materials,
and conducting regular evaluations and selections of
contractors.
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2888
Introduction
The government through the Ministry of Finance of the Republic of Indonesia
issued a Regulation of the Minister of Finance providing Government-Borne Value
Added Tax (VAT DTP) facilities on the property (Alfin & Nurdin, 2017). This incentive
aims to provide consumption stimulus to maintain the rhythm of economic recovery. This
facility is provided for the handover of new landed houses and new flats residential units.
Tax discount incentives in the form of VAT DTP facilities are given 100% for houses or
units with a maximum selling price of IDR 2 billion and 50% for houses or units with a
selling price above IDR 2 billion to IDR 5 billion (Chohan, Irfan, & Awad, 2015). This
facility, after previously being provided from March to August 2021, has been extended
until December 2021. In 2023, the government will again provide VAT DTP incentives
from housing to maintain the momentum of economic growth and is expected to get a
positive response in terms of supply and demand in the housing sector with a scheme to
provide VAT incentives of 100 percent, which will only be given for the purchase of
houses with prices below Rp. 2 billion from November 2023 to June 2024. then the
amount of VAT DTP incentives will be cut to 50 percent (Ministry of Finance, 2023).
In line with government support, many property and real estate development
companies are also enlivening the business. In running a business, customer satisfaction
with the products produced is one of the keys to the success of a company. Customer
satisfaction indicates how good a product is compared to customer expectations. These
expectations are found in customers before they buy and try the product. Satisfied
customers will refer to others and will remain loyal customers (Takagi & Varajão, 2020).
Meanwhile, dissatisfied customers will file complaints and spread their dissatisfaction to
their relatives. Recently, there has been a rampant spread of bad news related to customer
dissatisfaction on public channels such as social media, where bad news spreads faster in
the public environment and affects the company's brand image (Puķīte & Geipele, 2017).
If this happens, the brand image of the developer will be affected.
The relationship with the customer is not only completed when a sales transaction
occurs but continues after the purchase. Customer satisfaction in business is important
because customers who are satisfied with the products received will be loyal to the
company, make a return purchase, become an agent that has an impact on the company's
reputation, and is even willing to pay more as long as they are satisfied. In addition, from
satisfaction, service users can give rise to loyalty (Latief, 2018) explained that the creation
of customer satisfaction can provide several benefits, namely the occurrence of a
harmonious relationship between the company and the service user, providing repurchase
of products or services offered by a company to consumers and can cause loyalty from
the service user (Noer, 2016).
One of the largest property and real estate development companies in Indonesia,
Ciputra Group, through one of its subsidiaries, PT. Galaxy Alam Semesta in the Citraland
Utara project in Surabaya is one of the property companies that has built a city-scale
independent residential area that has built more than 4000 houses in the last 5 years. The
level of house sales in the Citraland Utara Surabaya project has always reached the target
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
PT. Galaxy Alam Semesta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2889
set by the company for the last 3 years in 2021-2023, one of which is due to the use of
VAT DTP incentives (Anthony, Tresani, & Halim, 2017).
PT. Galaxy Alam Semesta knows that good product quality and timely handover of
homes to customers are important things for the company to maintain so that customer
satisfaction can be achieved. As a company that wants to maintain good customer
satisfaction and continue to evaluate PT. Galaxy Alam Semesta always conducts product
quality surveys in the form of questionnaires filled out by customers after the handover
of the house. The things surveyed are related to the quality of home products including
wall paint finishing, door-window paint finishing, floor-wall installation, door-window
accessories installation, sanitation accessories installation, installation and installation
and placement of electrical accessories, building cleanliness, and the quality of home
materials (Kusuma & Sukaatmaja, 2018).
As a result, customer satisfaction was obtained and in semester 1 of 2023 out of 150
houses that were handed over, the results of the customer satisfaction survey on the
quality of home products were 77.53%. This result is below the minimum customer
satisfaction standard set by the company, which is 80%. The quality of this product is
something that must be improved so that customer satisfaction can increase and the
company's image becomes better, which will ultimately make the company's business
more successful in terms of sales and profits.
In this case, the Importance-Performance Analysis method will be used to find out
the variables that are the priority for improving product quality. The analysis method used
is quadrant analysis. This quadrant analysis is used to determine consumer responses to
the attributes placed based on the level of importance and performance of each of these
attributes. Based on this quadrant analysis, it can then be seen where each attribute is in
which quadrant so that it can be known what attributes need to be improved and get
attention (Saleem, Afzal, Ahmad, Ismail, & Nguyen, 2023).
Therefore, in this study, the goal is to examine the quality of home products at PT.
Galaxy Alam Semesta to provide an evaluation of the perception and expectations of
customers of PT. Galaxy Universe attributes which have the largest gap and which have
met expectations. This study uses the Importance-Performance Analysis and House of
Quality methods to determine the priority of the technical response for improvement
(Mahira, Hadi, & Nastiti, 2021).
Based on the description of the background of the problem, this study is entitled
"Evaluation of the Quality of Home Products with the Importance-Performance Analysis
Method at PT. Galaxy Universe". The main problem that will be discussed is the quality
attributes of home products that are important according to customers but their
performance has not met expectations, as well as attributes that must be improved first to
increase customer satisfaction and proposed improvements. The purpose of this study is
to identify important home quality attributes whose performance has not met
expectations, analyze the attributes that must be improved first, and provide suggestions
for improvement. The expected benefit is to get the quality attributes of home products
that need to be improved first and the proposed improvements to be implemented in the
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2890
next housing construction project in the next cluster, with the hope of being able to
increase customer satisfaction according to company standards. The study was limited to
home development projects in the Northwest Central & and Northwest Park clusters,
discussing only technical aspects without economic aspects, and only discussing
consumer satisfaction with products, not services.
Method
This research is a case study on the evaluation of home product quality using a
rational, systematic, and scientific approach to find out the customer satisfaction criteria
that need to be improved immediately. This study helps companies determine sub-tasks
that need to allocate resources to effectively improve quality according to customer
expectations. Researchers directly involved in the construction of home products from
start to finish have full access to the information and project team. The Importance
Performance Analysis (IPA) method is used to assess the performance of product
attributes and their importance, resulting in criteria that must be improved first. The
research was conducted in the North Citraland area of Surabaya by PT. Galaxy Universe,
with primary data from customer surveys at home handover and secondary data from
related literature. The study population was homeowners in the Northwest Central and
Northwest Park clusters, with the sample determined based on the Slovin formula. The
validity and reliability test was carried out using the Product Moment Correlation
technique and the Cronbach Alpha method. Focus Group Discussion (FGD) is used to
propose technical responses, and the House of Quality (HoQ) method is applied to
determine quality improvement priorities. Discussions of research results are carried out
with supervisors and project teams to obtain conclusions and suggestions, which are then
formulated as input for the company and further research. The conclusion of this study
includes an evaluation of attributes based on scientific analysis and a proposal to improve
attributes with HoQ for planning to improve the quality of home products at PT. Galaxy
Universe.
Research Design
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
PT. Galaxy Alam Semesta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2891
Figure 1 Research Stages
The preliminary study is carried out by the researcher using discussion and
observation together with the project team and management who are directly involved in
the construction of the house and the handover of the house to the customer, then an
evaluation process is carried out to identify the problem and determine the purpose of the
research.
Results and Discussion
Validity Test Results
From the results of the questionnaire data obtained, which refers to the assessment,
there are statements related to the quality of home products based on interests and
satisfaction that refer to the Likert scale rules 1-5, 55 respondents were obtained. The
quality attributes of home products that have been assessed by the respondents will then
be tested for data validity using SPSS software version 25. In this study, a validity test
was measured, by the description in sub-chapter 3.5 to measure the validity of the data
obtained. Data is considered valid if the r positive count is greater than the r table (r count
> r table)
The r-value of the table used for 55 respondents with α = 5% was 0.266. The
following are the results of the calculation from the research questionnaire data on the
aspects of interest and satisfaction in Table 1, and Table 2.
Problem Identification
Research Objectives
Literature Studies
Discussion & Observation
Determination of
Attributes/Variables
Data Collection with Surveys/Dissemination
Kuisioner
Validity and Reality Testing
Data Processing using Importance Performance
Analysis (IPA)
Determination of Attributes that Need to be Proposed
for Improvement
Proposed Improvements with FGD
Conclusion &Rekomendasi
Determination of Improvement Proposals with
HoQ
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2892
Table 1
Results of Validity Test of Satisfaction Aspect
Attribute
Code
Variable
Code
r Table
r
Calculate
Information
CD1
X01
0.266
0.552
Valid
CD2
X02
0.266
0.693
Valid
CD3
X03
0.266
0.676
Valid
PJ1
X04
0.266
0.350
Valid
PJ2
X05
0.266
0.328
Valid
PJ3
X06
0.266
0.319
Valid
PJ4
X07
0.266
0.423
Valid
LD1
X08
0.266
0.348
Valid
LD2
X09
0.266
0.350
Valid
LD3
X10
0.266
0.352
Valid
AP1
X11
0.266
0.286
Valid
AP2
X12
0.266
0.317
Valid
AS1
X13
0.266
0.347
Valid
AS2
X14
0.266
0.292
Valid
AS3
X15
0.266
0.358
Valid
AL1
X16
0.266
0.329
Valid
AL2
X17
0.266
0.356
Valid
AL3
X18
0.266
0.382
Valid
ST1
X19
0.266
0.392
Valid
ST2
X20
0.266
0.350
Valid
KK1
X21
0.266
0.675
Valid
KK2
X22
0.266
0.488
Valid
LR1
X23
0.266
0.275
Valid
LR2
X24
0.266
0.381
Valid
LR3
X25
0.266
0.405
Valid
DR1
X26
0.266
0.286
Valid
DR2
X27
0.266
0.315
Valid
DR3
X28
0.266
0.335
Valid
DR4
X29
0.266
0.309
Valid
Table 2
Results of the Validity Test of Interests Aspects
Attribute
Code
Variable
Code
r Table
r
Calculate
Information
CD1
Y01
0.266
0.531
Valid
CD2
Y02
0.266
0.738
Valid
CD3
Y03
0.266
0.478
Valid
PJ1
Y04
0.266
0.556
Valid
PJ2
Y05
0.266
0.468
Valid
PJ3
Y06
0.266
0.457
Valid
PJ4
Y07
0.266
0.629
Valid
LD1
Y08
0.266
0.624
Valid
LD2
Y09
0.266
0.651
Valid
LD3
Y10
0.266
0.403
Valid
AP1
Y11
0.266
0.612
Valid
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
PT. Galaxy Alam Semesta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2893
AP2
Y12
0.266
0.569
Valid
AS1
Y13
0.266
0.667
Valid
AS2
Y14
0.266
0.573
Valid
AS3
Y15
0.266
0.452
Valid
AL1
Y16
0.266
0.569
Valid
AL2
Y17
0.266
0.612
Valid
AL3
Y18
0.266
0.293
Valid
ST1
Y19
0.266
0.461
Valid
ST2
Y20
0.266
0.535
Valid
KK1
Y21
0.266
0.482
Valid
KK2
Y22
0.266
0.675
Valid
LR1
Y23
0.266
0.615
Valid
LR2
Y24
0.266
0.703
Valid
LR3
Y25
0.266
0.615
Valid
DR1
Y26
0.266
0.616
Valid
DR2
Y27
0.266
0.712
Valid
DR3
Y28
0.266
0.519
Valid
DR4
Y29
0.266
0.463
Valid
Based on the results of the validity test conducted using SPSS version 25 software
as shown in Table 4.3 and Table 4.4, it was found that all data from the calculation results
were declared valid because, in all variables/attributes, the results of r calculation are
greater than r table (r calculation > r table), so that the reliability test on the data can be
continued.
Reliability Test Results
At this stage, after the data is declared valid, a reliability test is carried out using
SPSS software version 25. This reliability test aims to determine the consistency of the
calculation results from the validity test results in data by the theory that has been
described in sub-chapter 3.5. The data can be declared reliable if Cronbach's Alpha > 0.6.
The results of the reliability test calculation can be seen in Table 3 and Table 4 as follows:
Table 3
Reliability Test Results of Satisfaction Aspect
Reliability Statistics
Cronbach’s
Alpha
N of Items
.792
29
Table 4
Results of Reliability Test of Importance Aspects
Reliability Statistics
Cronbach’s
Alpha
N of Items
.923
29
From the results of the reliability test calculation using SPSS software version 25,
it was obtained that the value of Cronbach's Alpha was greater than 0.6 in the aspects of
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2894
importance and satisfaction, so the data can be considered reliable so that the data can be
used for calculation and analysis using the Science and HoQ methods.
Gap Analysis of Satisfaction and Importance
By calculating the average value of each attribute, a table of average data from the
results of the questionnaire listed in Table 5 is obtained below:
Table 5
Results of Gap Analysis of Satisfaction and Importance Levels
No.
Attribute
Code
Attribute
Mean
Gap
Satisfaction
Interests
1
CD1
The paint is flat and not
streaked
3,98
4,49
-0,51
2
CD2
Straight wall corners
3,89
4,42
-0,53
3
CD3
Flat wall and ceiling plane
3,64
4,56
-0,93
4
PJ1
The quality of the wood
materials used is good
3,93
4,38
-0,45
5
PJ2
The quality of the aluminum
material used is good
4,09
4,36
-0,27
6
PJ3
Doors and windows can be
operated smoothly and easily
4,04
4,45
-0,42
7
PJ4
Neat and even paint and
sealant
3,69
4,44
-0,75
8
LD1
The quality of the ceramic
materials used is good
4,13
4,42
-0,29
9
LD2
Flat ceramic installation
3,87
4,42
-0,55
10
LD3
Grout-filled ceramic gaps
3,87
4,27
-0,40
11
AP1
Material quality (handles,
hinges, locks, and
doorstoppers) is good
3,96
4,40
-0,44
12
AP2
Neat installation and precision
3,95
4,44
-0,49
13
AS1
The quality of sanitary water
materials (showers, toilets,
sinks, etc.) is good
4,20
4,38
-0,18
14
AS2
Installation of sanitary
accessories neat and precise
4,13
4,42
-0,29
15
AS3
Works well and doesn't leak
4,31
4,67
-0,36
16
AL1
Position and location are easy
to reach
4,15
4,38
-0,24
17
AL2
Installation of neat 2894and
precise Erjasa accessories
4,15
4,42
-0,29
18
AL3
Functioning properly and
actively on
4,44
4,67
-0,24
19
ST1
No structural deflection
4,51
4,65
-0,15
20
ST2
No structural cracks
4,51
4,71
-0,20
21
KK1
Clean and fragrant room
3,89
4,11
-0,22
22
KK2
Clean front and back gardens
4,07
4,36
-0,29
23
LR1
Easy access to public facilities
4,02
4,40
-0,38
24
LR2
Wide and wide road
4,16
4,33
-0,16
25
LR3
Beautiful and comfortable
garden
4,04
4,25
-0,22
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2895
26
DR1
The size of each room is
sufficient
4,00
4,33
-0,33
27
DR2
Efficient arrangement of each
room
4,04
4,33
-0,29
28
DR3
Lighting every room is good
4,13
4,31
-0,18
29
DR4
The air circulation in each
room is good
4,27
4,36
-0,09
In Table 5, the calculation of the mean value of the level of interest and the mean
level of consumer satisfaction was obtained from 55 respondents. From the results of the
data analysis, it can be seen that there is a gap in all attributes which means that each
attribute still needs to be improved.
Satisfaction and Importance Level Diagram Analysis
After conducting a gap analysis, each of these attributes is then analyzed using an
Importance-Performance Analysis chart. The data used are the average level of
satisfaction and the average level of consumer interest in the quality attributes of home
products at PT. Galaxy Universe.
The average value of the satisfaction level is the X-coordinate value, and the
average value of the importance level is the Y-coordinate value. The coordinate axis in
this diagram is expressed by the X = a, and Y=b lines, where the axis is the quadrant
boundary line which can be calculated as follows: a equals equalualslsequals
After obtaining the axis lines of the X and Y coordinates, a plot of all attributes
totaling 29 points will be obtained on the Importance Performance Analysis diagram
made using SPSS software version 25 with the results of the scatterplot as follows:
The results of the analysis based on the Importance Performance Analysis quadrant
in Figure 2 can be described in Table 6 as follows.
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2896
Gambar 2 Hasil Diagram Importance Performance Analysis
Table 6
Results of the Quadrant Analysis of Importance Performance Analysis
No
Quadrant I
Quadrant II
Quadrant III
Quadrant IV
1
LD1 (8)
CD1 (1)
PJ1 (4)
AS1 (13)
2
AS2 (14)
CD2 (2)
PJ2 (5)
AL1 (16)
3
AS3 (15)
CD3 (3)
LD3 (10)
KK2 (22)
4
AL2 (17)
PJ3 (6)
AP1 (11)
LR2 (24)
5
AL3 (18)
PJ4 (7)
KK1 (21)
DR3 (28)
6
ST1 (19)
LD2 (9)
LR1 (23)
DR4 (29)
7
ST2 (20)
AP2 (12)
LR3 (25)
8
DR1 (26)
9
DR2 (27)
Based on the results of the Importance Performance Analysis shown in the diagram
in Figure 2 and Table 6, the attributes that need to be improved and become the top
priority for improvement are: Quadrant I (Maintain Performance) includes attributes such
as good quality of ceramic materials, neat and precise installation of sanitary and
electrical accessories, and the absence of deflection or cracks in the structure. Quadrant
II (First Priority) includes attributes such as flat and unstreaked paint, straight wall
corners, flat wall and ceiling planes, smoothly and effortlessly functioning doors and
windows, neat and even paint and sealant, even ceramic installation, and neat and precise
installation of door accessories. Quadrant III (Low Priority) includes attributes such as
good quality wood and aluminum materials, grout-filled ceramic gaps, good quality door
accessories materials, clean and fragrant rooms, easy access to public facilities, beautiful
and comfortable gardens, efficient room size and arrangement. Quadrant IV (Excessive)
includes attributes such as good quality sanitary materials, easy-to-reach position and
location of electrical accessories, clean front and back gardens, wide and wide walkways,
good lighting, and air circulation in each room. Of the four quadrants, the quadrant that
is taken as an attribute for the priority of improving the quality of home products is
Quadrant II which includes attributes with the number codes CD1, CD2, CD3, PJ3, PJ4,
LD2, and AP2. Quadrant II contains attributes that are considered important by
consumers, but are not in line with expectations, or the level of consumer satisfaction is
still low. Therefore, in improving the quality of home products, PT. Galaxy Alam Semesta
must use the attributes in the second quadrant to be prioritized, by making improvement
efforts to improve the performance of attributes in this quadrant.
Focus Group Discussion Determines improvement Proposals
In the next stage, by the results of the analysis of the Importance Performance
Analysis method, 7 attributes are priorities for quality improvement, then the
determination of improvement proposals which is a technical response is obtained
through Focus Group Discussion with the parties that have been determined in subchapter
3.5.3. FGD participants are assumed to have the same weight and subjectivity as well as
the justification of the assessment. The participants of the FGD are employees at PT.
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
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Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2897
Galaxy Alam Semesta with a period of service in the company varies between 5-10 years.
FGD participants represent each division of the Construction and Development
department that is directly involved starting from the planning process, tenders, work
drawings, preparation, and construction to the handover of units to consumers.
Table 7
Data Peserta Focus Group Discussion
No
Department
Last Education
1
Manager Dept. of Construction & Development
S2 Master of Technology
Management
2
Div. Head of Building
S1 Civil Engineering
3
Div. Head of Infrastructure
S1 Civil Engineering
4
Div. Head of Planning & Design
S2 Architecture
5
Div. Head of Building Service Control
S1 Civil Engineering
All of these attributes will be analyzed and FGD will be conducted to evaluate and
determine proposals to improve the quality of houses at PT. Galaxy Alam Semesta with
the following results: the use of high-quality paint for better durability and color
camouflage, requiring the use of precision measuring equipment such as laser level to
ensure the right angle of the wall, the use of new working methods with electric wall
sanding tools for smoother and more efficient results, evaluation and selection of
contractors based on performance for more precise allocation of work, Establish a limit
on the number of surveillance units to improve focus and accountability, reallocate costs
from low priority attributes for the more efficient use of structural consultants, use of
appropriate ceramic adhesives to improve installation quality, evaluate the material
quality of door accessories and ceramics to ensure strength and durability, increase the
frequency of surveillance and inspections with modern technologies such as drones to
ensure compliance with quality standards, and replacement of wooden door frame and
leaf material with UPVC or aluminum for better durability and function.
Analysis of Improvement Proposals using the House of Quality method
The House of Quality (HoQ) method aims to translate customer requirements into
design requirements and their targets. To the description in sub-chapter 2.7, the creation
of the HoQ matrix is divided into 6 stages, namely:
Matrix of Customer Needs and Wants
In this study, customer needs are obtained from the results of priority attributes
that will be improved, which is by the results of the science analysis, namely attributes
whose position is in quadrant II. The second quadrant contains attributes that are
considered important quality attributes by consumers, but in reality, the attributes in this
quadrant are at a low level of satisfaction. 7 attributes can be used as customer needs as
described in sub-chapter 2.7 with the following results:
Table 8
Attributes that Become Customer Needs
Code
Attribute
CD1
The paint is flat and not streaked
CD2
Straight wall corners
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2898
CD3
Flat wall and ceiling plane
PJ3
Doors and windows can be operated smoothly
and easily
PJ4
Paint and sealant of neat and even frames
LD2
Flat ceramic installation
AP2
Installation of neat and precise door
accessories
Planning Matrix
At this stage, the value of 6 priority attributes that will be improved is determined
with the following details:
Importance to Customer
This value was obtained from the data from the results of the questionnaire
conducted looking at the mode values on 7 attributes that will be improved from the aspect
of the level of importance.
1) Customer Satisfaction Performance
This value was obtained from the data from the questionnaire results, the calculation
of the mean value on 7 attributes was carried out which will be improved from the aspect
of satisfaction level.
Goal
The goal value was obtained from questionnaire data, with the calculation of the
mean value on 7 attributes that will be improved from the aspect of the level of
expectation/importance.
2) Improvement ratio
The improvement ratio value is obtained from the result of dividing the goal value
by the customer satisfaction performance value.
Raw weight
The calculation of the raw weight value is obtained from the result of multiplying
the importance of customer value with the nasal nulla from the calculation of the
improvement ratio.
3) Normalized raw weight
The normalized raw weight value is obtained from the result of dividing the raw
weight value by the total sum of the raw weight value.
Technical Response
In this study, the technical response was obtained from the results of the Focus
Group Discussion in sub-chapter 4.5, with the following results:
1) The use of higher quality paint. (TRI)
2) Requires the use of precise measuring equipment such as laser level. (TR2)
3) The use of a new method of work with a wall sanding tool. (TR3)
4) Conducting evaluation and selection of contractors. (TR4)
5) Establish a limit on the number of supervision units for building supervisors. (TR5)
6) Reallocation of costs from other attributes that are excessive or low priority with the
use of other structural consultants. (TR6)
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
PT. Galaxy Alam Semesta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2899
7) Proper use of ceramic adhesives in ceramic installation methods. (p. 7)
8) Evaluate the quality of door accessories and ceramics materials. (p. 8)
9) Increased frequency of supervision and inspections to ensure compliance with quality
standards. (p. 9)
10) Replacement of wooden frame and door leaf materials with UPVC or aluminum.
(TR10)
4) Relation Matrix
After determining the technical response/functional requirement (hows) items as
the translation of customer requirements (whats), the next step is to determine the
relationship matrix. At this stage of the relation matrix, a correlation analysis of each
attribute in the customer requirement with the predetermined technical response is carried
out in Table 9 below:
Table 9
Results of Relation Matrix Analysis
No
Code
Functional
Requirement
Customer
Requirement
Relationship
Information
1
TR1
Use of higher-
quality paint
CD1
ʘ
Strong
CD2
Or
Keep
CD3
ʘ
Strong
2
TR2
Requires the use
of precise
measuring
equipment such
as laser levels
CD2
ʘ
Strong
CD3
Or
Keep
PJ3
▲
Lemah
LD2
Or
Keep
3
TR3
The use of a new
working method
with a wall
sanding tool
CD1
Or
Keep
CD3
ʘ
Strong
4
TR4
Conducting
evaluations and
selections for
contractors
CD2
Or
Keep
PJ3
Or
Keep
PJ4
▲
Lemah
LD2
ʘ
Strong
AP2
Or
Keep
5
TR5
Setting limits on
the number of
supervisory units
for building
supervisors
CD1
Or
Keep
CD2
ʘ
Strong
CD3
Or
Keep
PJ3
ʘ
Strong
PJ4
▲
Lemah
6
TR6
Reallocation of
costs from other
attributes that are
excessive or low
priority with the
use of other
structural
consultants
CD1
ʘ
Strong
CD2
Or
Keep
CD3
Or
Keep
7
TR7
PJ3
▲
Lemah
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2900
Proper use of
ceramic
adhesives in
ceramic
installation
methods
LD2
ʘ
Strong
8
TR8
Evaluate the
quality of door
accessories and
ceramics
PJ3
Or
Keep
PJ4
▲
Lemah
LD2
ʘ
Strong
AP2
ʘ
Strong
9
TR9
Increased
frequency of
surveillance and
inspections to
ensure
compliance with
quality standards
CD1
Or
Keep
CD2
ʘ
Strong
CD3
Or
Keep
PJ3
ʘ
Strong
PJ4
Or
Keep
LD2
▲
Lemah
AP2
▲
Lemah
10
TR10
Replacement of
wooden door
frame and leaf
material with
UPVC or
aluminum
PJ3
ʘ
Strong
PJ4
▲
Lemah
AP2
Or
Keep
Technical Correlation Matrix
The next stage is the stage of determining the relationship between technical
responses to each other. The following is a table of correlation relationships between
technical responses contained in this study, by the theoretical basis that has been
described:
Table 10
Hasil Analisis Technical Correlation Matrix
It
Technical Response
Relationship
Information
1
Use of higher-
quality paints
Requires the use of
precise measuring
equipment such as
laser levels
+
Moderate
positive
influence
2
Use of higher-
quality paints
The use of a new
working method with a
wall sanding tool
++
Strong
positive
influence
3
Requires the use of
precise measuring
equipment such as
laser levels
The use of a new
working method with a
wall sanding tool
++
Strong
positive
influence
4
Conducting
evaluations and
selections for
contractors
The use of a new
working method with a
wall sanding tool
+
Moderate
positive
influence
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
PT. Galaxy Alam Semesta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2901
5
Setting limits on the
number of
supervisory units for
building supervisors
Increased frequency of
supervision and
inspections to ensure
compliance with
quality standards
++
Strong
positive
influence
6
Reallocation of
costs from other
attributes that are
excessive or low
priority with the use
of other structural
consultants
Use of higher-quality
paints
++
Strong
positive
influence
7
Reallocation of
costs from other
attributes that are
excessive or low
priority with the use
of other structural
consultants
Requires the use of
precise measuring
equipment such as
laser levels
+
Moderate
positive
influence
8
Reallocation of
costs from other
attributes that are
excessive or low
priority with the use
of other structural
consultants
The use of a new
working method with a
wall sanding tool
+
Moderate
positive
influence
9
Proper use of
ceramic adhesives
in ceramic
installation methods
Increased frequency of
supervision and
inspections to ensure
compliance with
quality standards
+
Moderate
positive
influence
10
Evaluate the quality
of door accessories
and ceramics
Increased frequency of
supervision and
inspections to ensure
compliance with
quality standards
+
Moderate
positive
influence
11
Reallocation of
costs from other
attributes that are
excessive or low
priority with the use
of other structural
consultants
Evaluate the quality of
door accessories and
ceramics
+
Moderate
positive
influence
12
Replacement of
wooden door frames
and leaves with
UPVC or aluminum
Evaluate the quality of
door accessories and
ceramics
+
Moderate
positive
influence
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2902
Technical Matrix
This technical matrix stage is the stage of calculating the priority value obtained
from the contribution value of the technical response. The contribution value is obtained
from the results of the calculation of the relationship between the function requirement
and the customer requirement, multiplied by the relationship value of the existing
relationship rule, and then summed. As for the normalized contribution value, it is
obtained from the result of dividing the contribution by the total contribution.
Table 11
Results of Technical Matrix Analysis
No
Code
Functional
Requirements
Contributi
on
Normalized
Contribution
Priority
1
TR1
Use of higher-quality
paint
3.29
12.65%
3
2
TR2
Requires the use of
precise measuring
equipment such as laser
levels
2.31
8.89%
6
3
TR3
The use of a new
working method with a
wall sanding tool
2.08
8.00%
8
4
TR4
Conducting evaluations
and selections for
contractors
2.57
9.85%
5
5
TR5
Setting limits on the
number of supervisory
units for building
supervisors
3.50
13.46%
2
6
TR6
Reallocation of costs
from other attributes
that are excessive or
low priority with the
use of other structural
consultants
2.17
8.35%
7
7
TR7
Proper use of ceramic
adhesives in ceramic
installation methods
1.35
5.20%
10
8
TR8
Evaluate the quality of
door accessories and
ceramics
2.96
11.38%
4
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
PT. Galaxy Alam Semesta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2903
9
TR9
Increased frequency of
surveillance and
inspections to ensure
compliance with
quality standards
4.06
15.59%
1
10
TR10
Replacement of
wooden door frames
and leaves with UPVC
or aluminum
1.73
6.63%
9
House of Quality
After calculations have been carried out in the previous several stages, the creation
of a HoQ matrix can be carried out with the results of the matrix below:
Figure 3 House of Quality Matrix
Based on the results of the calculation and analysis of the elaboration of the House
of Quality matrix in Figure 3, the results of 5 priority technical responses are
recommendations for improving the quality of home products at PT. Galaxy Universe,
with the following results:
1. Increased frequency of supervision and inspections to ensure compliance with quality
standards.
2. Establish a limit on the number of supervision units for building supervisors.
3. The use of higher quality paint.
4. Evaluate the quality of door accessories and ceramics materials.
5. Conducting evaluation and selection of contractors.
Albertus Denny Prasetya, Farida Rachmawati
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2904
Conclusion
Seven home quality attributes are important to customers but their performance has
not met expectations based on the Importance Performance Analysis method, namely flat
and non-striped paint, straight wall corners, flat wall and ceiling planes, doors and
windows that can function smoothly and easily, neat and even paint and sealant of frames,
flat ceramic installation, and installation of neat and precise door and window accessories.
All of these attributes must be immediately improved to improve customer satisfaction,
with proposed improvements obtained from the Focus Group Discussion and House of
Quality analysis, including increasing the frequency of supervision and inspection to
ensure compliance with quality standards, setting limits on the number of supervision
units for building supervisors, the use of higher quality paints, evaluating the quality of
door accessories and ceramics materials, as well as periodic evaluation and selection to
contractors. From the results of the research, suggestions that can be given to PT. Galaxy
Alam Semesta is using this improvement proposal as a reference for improving quality
and resource allocation to increase consumer satisfaction, as well as being more
responsive to the high workload for each building supervisor. For the next researcher, it
is recommended to conduct sampling tests on houses with different classes and price
ranges, as well as collect data from consumers who have purchased the 2nd, 3rd, and so
on.
Evaluation of Housing Product Quality Using the Importance-Performance Analysis Method at
PT. Galaxy Alam Semesta
Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 6, June 2024 2905
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