Nowadays, good products are not sufficient. Market competition requires a good after-sales service. After-sales service quality has been identified as a source of revenue and competitive advantage. While other industry sectors have readily paid attention to after-sales service quality, little study has been done on the effectiveness of after-sales service quality in the field of real estate. This study aims to explore the relationship among after-sales service quality, customer satisfaction, and customer loyalty. Especially, we want to confirm the impact of after-sales service quality on customer satisfaction and customer loyalty of middle-upper class real estate in Surabaya. This research was conducted by survey on 170 respondents from four housing complexes in Surabaya, i.e. Pakuwon City, Citraland, Bukit Darmo Golf, and Graha Family. The data was examined by using structural equation modeling (SEM). Through data analysis we confirm the positive correlation between after-sales service quality and customer satisfaction, the positive correlation between customer satisfaction and customer loyalty, and the direct and indirect relationships between after-sales service quality and customer loyalty. The practical implication of this study provides assurance to real estate management on the effectiveness of after-sales service quality in maintaining old customers and encouraging new consumers.
secondary data from journals and books
Recently, the phenomena of economic boom during the 1990s have led to the physical restructuring within the old centre of Surabaya. The changes is inevitable, thus the real issue is how to find the elements of persistent, constraining development to some degree that could be applied to influence future development. The objective of the research is to understand the impact of intervention, and to find the typo-morphological framework in the European and the Chinese quarters, from 1787 to 2005 for future development. A synchronic and a diachronic method is applied to understand the old town centre historical development, and the relationship between building type and urban fabric. The result shows three different degrees of persistent. The town plan of the Chinese and the European districts show a notable persistence. However the land utilization is less persistent especially in the European district such as the first and the second city wall were replaced by roads, and the first and the second fort were replaced by open space and residential uses. Finally, the buildings fabric shows a drastic change such as most of the nineteenth century Indische buildings have been replaced by the 1920s modern buildings.
This research is done to determine landscape elements that affect property value based on housing residents' perception in Surabaya residential areas. The landscape elements that used in this research are natural elements such as vegetation and soil; and man-made element such as garden statue, road pattern, road width and hierarchy, park and plant, artificial lake, and road equipment. Purposive sampling technique is used to represent respondents in the residential areas that provide landscape elements in East and West Surabaya. Data analysis technique uses validity and reliability test, analysis factor, binary logistic regression, and the average of variable test. The result shows that majority of the residents of East Surabaya and West Surabaya residential areas approved that landscape consist of park and plant, road width and hierarchies, and road pattern affect their residential property values. The residents are also willing to contribute about 7.4% of their house price to improve the appearance of the residential landscape.
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