Penulisan Karya Akhir ini bertujuan mengkaji manajemen penanganan keluhan penghuni apartemen dan pengaruhnya terhadap keinginan penghuni eksisting membeli lagi unit hunian baru yang sedang dibangun. Permasalahan mulai teridentifikasi setahun sejak serah terima dengan penghuni dilakukan pada tahun 1997. Hingga kini keluhan dari penghuni tetap bermunculan yang dikhawatirkan oleh pihak Building Management (BM) akan mempengaruhi tingkat kepuasan penghuni dan mempengaruhi keinginan untuk membeli unit tambahan (repeat purchase intention). Hal tersebut berkaitan dengan rencana Developer dalam meluncurkan unit-unit apartemen baru dalam Iingkungan yang sama. Penelitian ini mengangkat studi kasus penghuni Apartemen Taman Rasuna (ATR) Jakarta yang dikembangkan oleh PT Bakrie Swasakti Utama sebagai Developer dan PT Cakra Mulia Inti Buana sebagai perusahaan BM.Penelitian ini menggunakan metode Teknik Analisis Deskriptif dan Analisis Regresi Berganda. Data diperoleh melaiui wawancara yang dipandu dengan kuesioner kepada penghuni eksisting ATR dalam rangka mengenali persepsi mereka terhadap penanganan keluhan yang selanjutnya digunakan untuk menguji hipotesis terhadap beberapa variabel seperti Word of Mouth Valance, Word of Mouth Dissemination, Satisfaction dan Repeat Purchase intention. Temuan utama dari penelitian ini adalah lemahnya persepsi atas penanganan keluhan terhadap tingkat keinginan membeli lagi unit tambahan (Repeal Purchase !mention). Anaiisis dan pengembangan dari temuan penelitian ini telah menghasilkan beberapa rekomendasi untuk menjadi bahan pertimbangan pihak Developer dan BM dalam upaya mereka meningkatkan kepuasan penghuni dan meningkatkan peluang bagi suksesnya pemasaran unit-unit apartemen yang baru.

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This Karya Akhir has the objective to assess Apartment unit owners' complaint handling management and its influence towards current owners' repeat purchase intention. Problems were identified as early as one year since apartment units were handed over in 1997. Problems kept arising which Building Management (BM) believes will influence current owners' satisfaction level and also influence repeat purchase intention which corelates with developer's plan to launch new apartment unit within the same area. This case study utilized resident of Taman Rasuna Apartment (ATR) which was developed by PT Bakrie Swasakti Utama as Developer dan PT Cakra Mulia Intl Buana as BM company.

Descriptive Analysis and Multiple Regression Analysis were used. Data were obtained through interviews with current residents of ATR guided by a set of questionaire in order to identify their perception toward complaint management which are then used to lest hypothesis which consist of several variables such as Word of Mouth Valance, Word of Mouth Dissemination, Satisfaction and Repeat Purchase Intention. One major finding of this research is low perception towards complaint management in relation to repeat purchase intention. Further analysis and development of this research have produced several recommendation worthy of consideration by ATR's Developer and BM in their pursuit to improve resident's satisfaction and to enhance the probability of successful marketing campaign of new apartment units.