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Rumah Sewa Institut MARDI: Satu kajian kes penilaian kepuasan pelanggan
(MARDI Rental House: A case study of customer satisfaction assessment)

Abstrak
Satu kajian kepuasan pelanggan telah dibuat bagi mengenal pasti tahap kepuasan penghuni Rumah Sewa Institut MARDI dan status penghuni yang menduduki kediaman tersebut. Kajian dijalankan di semua stesen MARDI yang mempunyai kemudahan rumah sewa tersebut. Sebanyak 197 orang responden telah memberi maklum balas terhadap borang kaji selidik yang diedarkan. Maklumat yang dikumpulkan merangkumi profil dan demografi penghuni, maklumat rumah yang disewa, faktor dan tahap kepuasan terhadap fasiliti dan perkhidmatan, aduan serta pendapat umum penyewa. Hasil kajian mendapati kebanyakan penghuni terdiri daripada golongan yang berada di peringkat awal kerjaya berdasarkan usia mereka. Majoriti penyewa terdiri daripada kakitangan MARDI yang mana sebahagian besarnya terdiri daripada kaum lelaki. Kumpulan sokongan merupakan golongan yang paling ramai menyewa di Rumah Sewa Institut dengan majoritinya terdiri daripada kaum Melayu. Sebahagian daripada responden terdiri daripada mereka yang tinggal kurang daripada lima tahun. Dari segi kepuasan menduduki Rumah Sewa Institut, sebahagian besarnya berada pada tahap berpuas hati. Secara umumnya, penghuni bercadang untuk tinggal dalam tempoh yang lebih lama di Rumah Sewa Institut. Beberapa cadangan juga telah dikemukakan oleh responden bagi menambah baik mutu dan perkhidmatan Rumah Sewa Institut.

Abstract
A study on consumers’ satisfaction has been conducted to identify the level of satisfaction among occupants of MARDI rented accommodation, formally known as the Institute Rental House. The study was conducted at all MARDI stations offering such facility. A total of 197 respondents have taken part and given feedback to the questionaire. Information gathered from the questionaire includes profile and demography of tenants, information on the rented house, satisfaction factors and level on facilities and services, complains, and tenants’ general opinion. Results indicated that most of the occupants are those who are at the early stage of their career based on their age. Majority of the occupants are MARDI’s staff and most of them are male. Supporting staff made a large portion of the occupants and majorities are Malays. Half of the respondents has live in the accommodation for a period of less than 5 years. In term of satisfaction, most of the respondents were satisfied with their stay at the Institute Rental House. In general, occupants would stay for long term period at their current residential house. Several suggestions has been highlighted by respondents in order to improve the quality and services of the Institute Rental House.

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