Assessing Resident Satisfaction With Public Facilities and Building Quality in Green Semanggi Mangrove Housing Using the Customer Satisfaction Index
DOI:
https://doi.org/10.33474/jice.v7i1.25236Keywords:
Building Physical Quality, Coastal Mangrove Housing, Customer Satisfaction Index, Public Facilities, Resident SatisfactionAbstract
The growth of suburban housing in Indonesia has increased demand for better living environments, yet resident satisfaction in environmentally sensitive areas such as coastal mangrove zones remains underexplored. This study assessed inhabitants' satisfaction with public facilities and building physical quality in Green Semanggi Mangrove Housing, Surabaya, using the Customer Satisfaction Index (CSI) method. Unlike generic urban CSI studies, this research incorporated specific variables (humidity, drainage performance, and material durability) relevant to coastal mangrove settings, providing preliminary insights that may be adapted for future coastal residential developments. A quantitative descriptive approach used an online questionnaire survey with a validated Likert scale, administered to 106 residents selected via simple random sampling from 600 occupied units. Nineteen attributes covering public facilities and building physical quality were analysed using Pearson correlation (validity), Cronbach's Alpha (reliability), and CSI calculation (MSS, MIS, WF, WS). The overall CSI was 73.479% ("satisfied"), while the CSI for building physical quality was 67.800% ("satisfied" but lower). The lowest scoring attributes were indoor sanitation (MSS=3.151), drainage effectiveness (MSS=3.255), and roofing quality (MSS=3.255). Although residents are generally satisfied, building physical performance falls short of mangrove area demands, with implications for developers, authorities, and future research in environmentally significant coastal areas.
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Copyright (c) 2026 Rizki Astri Apriliani, Sekar Ayu Kuncaravita, Muhammad Lawdy Dhiyaa Vansya, Dayat Indri Yuliastuti, Andreas Septian Danuwarta
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