IRMAN FIRDAUS, MUHAMAD (2019) EVALUASI KEPUASAN PELANGGAN TERHADAP KINERJA MANAJEMEN PROYEK KONTRAKTOR BESAR (Studi Kasus: Proyek Pembangunan Jalan Tol Serang-Panimbang Paket 2: (Simpang Susun Rangkasbitung)). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

Text EVALUASI KEPUASAN PELANGGAN TERHADAP KINERJA MANAJEMEN PROYEK KONTRAKTOR BESAR (Studi Kasus Proyek Pembangunan Jalan Tol Serang Panimbang Paket 2 (Simpang Susun Rangkasbitung).pdf Restricted to Registered users only Download (20MB)

Abstract

The intense competition makes construction service business entities compete in improving their services or products.Untill the role of continuous improvement in service and product quality becomes very important as a benchmark in measuring customer satisfaction. This research aims to evaluate customer satisfaction with the performance of large contractor project management in the construction of the Serang-Panimbang Toll Road (Package 2: Rangkasbitung Interchanges) This research used a field survey method by observing at the research location and distributing questionnaires that are used to measure project management performance from the viewpoint of satisfaction and importance. At the data analysis stage, it uses three methods, namely the customer satisfaction index (CSI) method, the gap analysis method, and the importance performance analysis (IPA) method. Based on the results of the research, the level of customer satisfaction with the implementation of project management was 83.69%, based on the CSI method included in the very satisfied category. Based on the gap analysis method, the highest total gap score on the variable (S7) is 29 which means the customer feels very dissatisfied, and the lowest total gap score on the variable (S13) and variable (S21) of 2 which means the customer feels very satisfied. And based on the IPA method, variables (P4), (S1) and `(S29) are priority indicators that need to be improved in order to achieve better customer satisfaction Keywords : Customer Satisfaction, Project Management, Customer Satisfaction Index (CSI), Analysis Gap, Important Performance Analysis (IPA)

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