NUR FAUZIAH, NUZULAN (2019) EVALUASI KEPUASAN PELANGGAN TERHADAP KINERJA MANAJEMEN PROYEK KONTRAKTOR BESAR (Studi Kasus : Proyek Pembangunan Bendungan Karian di Kabupaten Lebak, Banten). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

Text EVALUASI KEPUASAN PELANGGAN TERHADAP KINERJAMANAJEMEN PROYEK KONTRAKTOR BESAR (Studi Kasus Proyek Pembangunan Bendungan Karian di Kabupaten Lebak, Banten).pdf Restricted to Registered users only Download (8MB)

Abstract

Karian Dam is a Banten provincial mega project located in Lebak. Precisely in four sub-districts in Lebak district covering Sajira, Maja, Cimarga, and Rangkasbitung Districts. Karian Dam's plan will stem the flow of Ciberang river. Karian Dam when viewed in its function, this dam is a multipurpose dam type, with more than one benefit such as: for providers of irrigation water, electricity, raw water, flood control, fisheries, recreation and others so. This study uses a field survey method by observing the location of the Karian Dam development project to evaluate customer satisfaction with the performance of the large contractor project management at the Karian dam and distributing questionnaires used to measure project management performance from the point of view of satisfaction and importance. Further evaluation by three methods: methods of customer satisfaction index (CSI), gap analysis method, and the method of importance performance analysis (IPA). The customer satisfaction level with the implementation of project management is 68,64%, based on CSI analysis including satisfied category. The result of gap analysis, the highest total gap score is 84 which means that customers is very dissatisfied with the performance of the project completion time (S2), and the lowest total gap is 29 which means that customers is very satisfied with the performance of the prioritizing owner’s needs (S30). Meanwhile, based on IPA method, suitability of project reports with actual conditions (S6) became a priority indicator that needs to be improved in order to achieve the satisfaction of serice user better yet. Keywords : Customer Satisfaction, Project Management, Customer Satisfaction index (CSI), Importance performance analysis (IPA).

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