Analisis faktor-faktor yang mempengaruhi kepuasan konsumen pedagang dan konsumen akhir pada pusat perbelanjaan Jembatan Merah Plaza (JMP)

Competition has been increasing tremendeously over the years regardless place and industry they are in. In Surabaya, shopping centers development increased significantly. Even the existance of traditional market slightly beginning to fade away as many of them are now converted into a modern shopping center. In order to compete, shopping center (building) management is required to come out a strategy to at least could maintain its customers including tennants and public customers. As in nature, building management associates with service delivery, this research uses a Service Quality (ServQual) model in order to determine customers satisfaction which known as one of the success key factor in managing a building. Basic indicators in the ServQual model namely tangibility, reliability, responsiveness, assurance and emphaty are used in attempt to measure customers satisfaction. Those variables in the ServQual model then will be analyse in depth to determine the shopping center's customer satisfaction consisting: (1) whether all independent variabels simoultaneously effecting the tennants' satisfaction?; (2) whether one of independent variabel partially effecting the tennants' satisfaction?; (3) which independent variabel effecting the most in tennants' satisfaction?; (4) whether all independent variabels simoultaneously effecting the public customers' satisfaction?; (5) whether one of independent variabel partially effecting the customers' satisfaction?; and (6) which independent variabel effecting the most in customers' satisfaction? Jembatan Merah Plaza as one of shopping center located in the northern part of Sura bay a and managed by PT Jasamitra Propertindo has been recalled as the object for the research. Unique characteristic of the building occupancy as the tennants are devided as shop owners and leasers, created an increadible challenge for the company to fulfil its customers' needs and wants. This research uses a quantitative approach in order to help to get a clear output of the research and also to provide reliable recommendation for PT Jasamitra Propertindo as the building management. Random sampling method is used in clasifying the population for the research including tennants and public consumers. Data has been gathered through interview with the company personnels, tennants and public customers; spreading questioner; and data base from both the company and organizations outside the company. In testing the realibility, validity and hipothyzing of the data as well as analysing the data, this reserach uses SPSS program as research tool. Based on the results from data analysed, the output for tennants' satisfaction are: (1) all the independent variables do not simoultaneously effecting tennants' satisfaction; (2) some of the independent variables effect the tennants' satisfaction; and (3) among all the independent variables appear realibility as the most significant variable effecting the tennants' satisfaction while the output for public customers' satisfaction are: (1) all the independent variables do not simoultaneously effecting public customers' satisfaction; (2) some of the independent variables effect the public customer's satisfaction; and further (3) among all the independent variables appear responsiveness as the most significant variable effecting public customers' satisfaction