EVALUASI KEPUASAN PELANGGAN TERHADAP KINERJA MANAJEMEN PROYEK KONTRAKTOR BESAR BANGUNAN GEDUNG

Abstract

The construction industry continues to expand along with the economy growth of the region. This condition can be seen by the increasing number of high-rise buildings construction in Semarang for offices, education, shopping malls, hospitals, hotels, apartments, and the others. Hence the quality of services and construction products must be improved in order to gain the trust and satisfaction from the customer. Improving performance and quality of products in the construction industry can be done by applying project management systems. This study aims is to identify and measure customer satisfaction on theproject management performance of the large building contractor(grade 6-7) in Semarang. 27 variables were usedto measure project management performance from the level of importance and performance perspectives. Three methods for evaluation were used i.e customers satisfaction index (CSI) method, gap analysis method, and Importance performance analysis (IPA) method. CSIequals to 70.61%, andmean at satisfactionlevel equals to 3.53(scale1-5). The IPA shows variables which need to be prioritized for improvement i.e realistic work plan/schedule, project completion time, speed handling problems, complete project management organization structure, integrated communication between the contractor, subcontractors and suppliers, the quality management system during construction, speed in responding to the job request, occupational health and safety system (k3) during construction. It can be concluded that in general customer are satisfied with the building contractors project management performance.