PENGUKURAN KEPUASAN KONTRAKTOR TERHADAP KINERJA KLIEN PADA PROYEK KONSTRUKSI SWASTA

Abstract

This study aims to quantify the importance and satisfaction index of private client. 33 variables have been used in this research  and data have been gathered from 58 filled questioners from contractors. From the analysis and calculation of  Customer Satisfaction Index (CSI) values obtained 70.73% which means contractors are satisfied with the performance of private clients. The average score from Gap analysis for satisfaction level of 3.53 (scale 1-5) and percentage for contractor satisfaction is divided into 11.97% contractors, 56.89% contractors were satisfied and the remaining 31.14% contractors feel very satisfied with the performance of private clients. Furthermore in the IPA method there are 6 variables performance that become top priorities for enhanced performance to boost customer satisfaction, which includes clear idea of the design so there would be no change in the design while the project processed, work restrictions that described in detail, high internal organizational capabilities, systems administration, commitment to the project in terms of quality, time and cost as well as stick with  the deal which has been agreed with the contractor in case of problems during project implementation. From the results of the overall analysis it can be concluded that the contractors are satisfied with the performance of clients in private projects.