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- Title
ANALISIS TINGKAT KEPUASAN OWNER TERHADAP KINERJA KONTRAKTOR PELAKSANA.
- Authors
Manullang, Santy Margaretha
- Abstract
The purpose of this study illustrates that the performance results of the contractor affect the satisfaction of the owner and the good name of the company involved. After all instruments are considered valid, then an analysis is carried out with the Research GAP Method to show the most dominant factors in owner satisfaction, then conduct an analysis with the IPA Method (Importance Performance Analysis) to show what important performance factors must be shown to meet owner satisfaction, after that conduct an analysis with the CSI (Customer Satisfaction Index) Method to determine owner satisfaction. The results of identification and analysis stated that 5 (five) performance factor variables affect owner satisfaction, namely reliability variables, responsiveness variables, empathy variables, assurance variables and physical evidence variables (tangibles). According to the CSI value is 65.92%, the value is included in the range of 60%-CSI-80% value, which is included in the satisfied category.
- Subjects
CONTRACTORS; CUSTOMER satisfaction; CONSTRUCTION industry; RESEARCH methodology; REPUTATION
- Publication
Journal of Syntax Literate, 2024, Vol 9, Issue 4, p2209
- ISSN
2541-0849
- Publication type
Article
- DOI
10.36418/syntax-literate.v9i4.15674