The Analysis of Service Quality in Application for Certificates of Occupancy (SLF) in Indonesia
Bagus Setyo Budi Utomo, Winarto, Febrina Hambalah

Universitas Hang Tuah

Abstract

The building and construction sector is one of the strongest sectors supporting economic growth in Indonesia. Studies conducted by the Central Bureau of Statistics (BPS) show that the construction sector is in the third position as the main source of Indonesia^s economic growth. The Central Bureau of Statistics (BPS) noted that the Gross Domestic Product (GDP) of the construction sector at current prices (ADHB) reached IDR 1.77 quadrillion in 2021. This sector^s GDP contributed 10.44% to the national GDP which reached IDR 16.97 quadrillion. According to the Probolinggo City Government^s Electronic Procurement Service (LPSE), at least 101 jobs have been auctioned. Certificate of Occupancy (Sertifikat Laik Fungsi/SLF) is a statement on the feasibility of the function of a building that has been completed. Laik Fungsi itself is a condition of building that meets administrative requirements and technical requirements in accordance with the specified building function. So without SLF, a building can be legal but illegal for its utilization. The purpose of this research is to analyze the quality of services provided by CV Meter Consultant Company in meeting customer needs and satisfaction. This research uses a qualitative approach with the type or type of descriptive case study research. Data collection techniques researchers conducted observations, interviews, and documentation of objects and informants.The data interview collected for this research was from 5 informants. The results of this study are that there are several indicators that have not been fulfilled, including the tangible dimension that has not been fulfilled.

Keywords: service quality, service marketing, certificate of occupancy, SLF

Topic: Green Management and Business