| This study aims to find out of service quality level that received by tenant at Wisma Mulia Office Building Jakarta. Service quality is a competitive advantage of Property Management Business. This study also aim to find the impact service quality on tenant satisfaction. Tenant satisfaction is one of a determinant factor of retention decision and tenant is a life blood of office building business. This study using PROPERTYQUAL (Property Management Service Quality), that had eleven dimensions (Tangibles, Reliability, Responsiveness, Assurance, Empathy, Cleanliness, Building Services, Signage, Security, Parking, dan Building Aesthetics) that develop from five dimension of ServQual. This study conducted using survey method by distributing questionnaires to 100 respondents. The respondents are tenant of Wisma Mulia Office Building Jakarta. For reliability test and validity test of the questionnaires using Alpha Cronbach Test. Analysis data process using Gap Analysis to measure the difference between tenant perception and tenant expectation to find out the service quality level and using Simple Regression Analysis to find out the impact service quality on tenant satisfaction at Wisma Mulia Office Building Jakarta. The result showed that service quality that delivered by Property Management Wisma Mulia Office Building is already 91% higher than tenant expectation that shown by ten dimension of propertyqual that had positive value on Gap analysis, they are Tangibles, Reliability, Responsiveness, Assurance, Empathy, Cleanliness, Signage, Security, Parking, and Building Aesthetics. The result also showed the higher level of service quality an support by positive indicator will impact on tenant satisfaction. |