INTEGRATION OF CO-CREATION, SERVICE QUALITY, AND QFD: A PROPOSED MODEL OF RESIDENT SATISFACTION AT DIAN REGENCY APARTMENT, SURABAYA

Alfiah Indasah¹ , Yudi Sutarso²

Abstract

(Objective) This study proposes a model designed to investigate the impact of co-creation behavior, service quality, and the implementation of Quality Function Deployment (QFD) on resident satisfaction at Dian Regency Apartment in Surabaya. This proposal highlights the urgency to address service challenges in vertical housing through resident engagement (co-creation) and systematic service design (QFD), which are expected to improve management quality and resident well-being. (Method) The proposed study adopts a quantitative explanatory survey design with purposive sampling, targeting residents who have lived in the apartment for at least one year. The study anticipates that co-creation behavior, service quality, and the implementation of QFD will each have a significant and positive impact on resident satisfaction, both individually and collectively. Co-creation is expected to enhance residents’ engagement, while QFD will systematically translate resident needs into technical attributes that improve overall service performance. The findings are also expected to offer practical insights for property developers and managers, helping them improve service quality and resident satisfaction through active resident participation and structured quality management approaches such as QFD