Customer Satisfaction Analysis of Supervisory Consultant Construction Performance at Badung Regency Public Works and Spatial Planning

I Nyoman Yudha Astana; I Nyoman Martha Jaya; Komang Ayu Sinta Dewi Handayani

doi:10.47616/jamrems.v4i2.397

Authors

I Nyoman Yudha Astana Civil Engineering Department, Faculty of Engineering, Udayana University, Bali, Indonesia
I Nyoman Martha Jaya Civil Engineering Department, Faculty of Engineering, Udayana University, Bali, Indonesia
Komang Ayu Sinta Dewi Handayani Civil Engineering Departement, Faculty of Engineering, Udayana University, Bali, Indonesia

DOI:

https://doi.org/10.47616/jamrems.v4i2.397

Keywords:

Supervisory Consultant Performance, Customer Satisfaction, Factor Analysis, PLS-SEM

Abstract

Performance to maintain competitiveness in the construction sector. Based on direct observation and preliminary interviews with the construction work directors of the Badung Regency Public Works and Spatial Planning, the realization of physical progress is not in accordance with the time schedule, lack of administrative order, and lack of understanding of administrative documents are still commonly found. These problems affect the performance of supervisory consultants, which can cause a bad impression in the future. The purpose of this study is to analyze the factors that influence the performance of supervisory consultants and how the relationship between supervisory consultant performance and customer satisfaction and the performance of supervisory consultants that needs to be improved or maintained in order to increase customer satisfaction. This research was conducted by distributing questionnaires to project owners involved in project implementation at the Badung Regency Public Works and Spatial Planning. The data from the distribution of questionnaires will be analyzed using factor analysis and PLS-SEM methods. Based on the analysis results with factor analysis, the factors that affect the performance of supervisory consultants are cost, quality and time control, work inspection and correction, coordination meetings and documentation, administrative preparation, understanding contract documents, and problem-solving factors. The relationship between supervisory consultant performance and customer satisfaction results in a positive and significant relationship. Efforts to increase service user satisfaction are to improve the performance of supervisory consultants by understanding contract documents, controlling time project management, pay more attention to document completeness and service quality.

Downloads

Download data is not yet available.

References

Abas, D., Ahadian, E.R., Saputra, M.T.Y. (2021). Analisis Kepuasan Pengguna Jasa Terhadap Kinerja Konsultan Pengawas Pada Pekerjaan Konstruksi Di Kota Ternate. Journal of Science and Engineering, 4(2): 120.

Apriliasari, A., Indryani, R. (2010). Kriteria Penilaian Konsultan Pengawas Proyek Konstruksi Milik Pemerintah.

Cheng, J., Proverbs, D.G., Oduoza, C.F. (2006). The Satisfaction Levels of UK Construction Clients Based on the Performance of Consultants. Journal of Engineering Construction an Architectural Management, .

Cheung, S.O., Yiu, T.W., Lam, M.C. (2013). Interweaving Trust and Communication with Project Performance. Journal of Construction Engineering and Management, 139(8): 941–950.

Chin, W.W. (1998). The Partial Least Squares Approach to Structural Formula Modeling. Advances in Hospitality and Leisure, 8（2）(January 1998): 5.

Damayanti, T., Dharmayanti, G.A.. C., Astana, I.N.Y. (2022). Work Evaluation of the Construction Supervisory Consultants in Denpasar City. International Journal of Civil, Mechanical and Energy Science, 8(4): 26–36.

Ghozali, I. (2021). Partial Least Squares, Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.2.9 untuk Peneliti. Vol. 3. Universitas Diponegoro.

Hair, J.F., Hult, G.T.M., Ringle, C.M., Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). United States of America: SAGE Publications.

Hair, J.F., Hult, G.T.M., Ringle, C.M., Sarstedt, M., Danks, N.P., Ray, S. (2021). Review of Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. In Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (Vol. 30).

Hair, J.F., Risher, J.J., Sarstedt, M., Ringle, C.M. (2019). When to Use and How to Report the Results of PLS-SEM. European Business Review, 31(1): 2–24.

Harsian, H.S., Zaitul. (2020). Kepuasan Owner Terhadap Kinerja Konsultan Pengawas Pada Proyek Konstruksi Di Dinas Pekerjaan Umum Dan Penataan Ruang Provinsi Sumatera Barat. SinMag 6, 4(1): 483–489.

Henseler, J., Ringle, C.M., Sinkovics, R.R. (2015). The Use of Partial Least Squares Path Modeling in International Marketing. Advances in International Marketing, 20(May 2014): 277–319.

Hosseini, M.R., Zavadskas, E.K., Xia, B., Chileshe, N., Mills, A. (2017). Communications in Hybrid Arrangements: Case of Australian Construction Project Teams. Engineering Economics, 28(3): 290–300.

Kapogiannis, G., Sherratt, F. (2018). Impact of Integrated Collaborative Technologies to Form a Collaborative Culture in Construction Projects. Built Environment Project and Asset Management, 8(1): 24–38.

Kotler, P. (2017). Manajemen Pemasaran. Edisi 13 J.

Kusuma, D.I. (2014). Hubungan Kualitas Komunikasi Interpersonal Hebat Di Fifgroup Cabang Yogyakarta. 1–19.

Malhotra, N., Birks, D. (2007_. Marketing Research: an Applied Approach: 3rd European Edition. 3rd Ed. Harlow: UK. Pearson Education.

Tai, S., Wang, Y., Anumba, C.J. (2009). A Survey on Communications in Large-Scale Construction Projects in China. Engineering, Construction and Architectural Management, 16(2): 136–149.

Tjiptono, F., Diana, A. (2019). Kepuasan Pelanggan: Konsep, Pengukuran, dan Strategi. Edisi 4. Yogyakarta: Andi Offset.