Evaluating Indonesian Large Contractors’ Performance: a Client Satisfaction Perspective

Abstract

The fierce competition in the construction industry forces contractors to keep increasing their performance to survive in the market. One of the performance measurements which can be used is client satisfaction, which looks at contractors‟ performance both during the process of construction and the end product. This research aims to evaluate large contractor performance in Indonesia using 27 criteria adopted from the application of 8 areas of PMBOK (Project Management Body of Knowledge) in a construction project. Data was collected through interviews and questionnaire surveys. Respondents were clients, construction management or supervision consultants as the representation of clients. This research found that in general the large contractors‟ performance of project management is satisfying. This is indicated by client satisfaction index(CSI) which equals to 71.49%. A two-dimensional grid of the Importance Performance Analysis (IPA) classified the contractors‟ performance variables into 4 categories, i.e.: (A) Concentrate Here; (B) Keep Up the Good Work; (C) Low Priority; and (D) Possible Overkill, with the mean values of importance and performance are 4.44 and 3.57 respectively. Identification and mapping of these variables is very important for contractors to improve their project management performance towards client satisfaction. These results may represent current picture of Indonesian large contractor performance on factors that are doing well and those that need improvement.