Study of Factors Affecting Claim Submissions in Housing Project Implementation Between Developers and Consumers

Abstract

The successful implementation of a developer project depends on the cooperation of all parties involved, including the developer company itself, consumers, banks, and notaries, as stipulated in the Work Agreement. If one of the parties fails to professionally carry out their responsibilities, it may give rise to a claim. As an island with a high number of tourist destinations, Bali will certainly increase the number of residential locations to support tourism itself, making it possible for claims to arise in developer/construction projects. For example, in the case of Griya Asri Housing, where consumers/buyers had already taken delivery of the buildings from the developer, several problems arose with the houses over time. The consumers took the initiative to report these problems to the developer with the aim of having them repaired because the written and agreed agreement stated that a retention or warranty would be provided upon the purchase of a housing unit. Therefore, the consumers filed a construction claim against the developer. This study aims to identify the factors that cause construction claims to be filed and analyze the dominant factors that can influence the filing of claims in a housing project, identify differences in perception between developers and consumers regarding the factors that cause claims in a housing project, and determine the methods used by both parties to resolve disputes arising from construction claims. The research method used in this study is quantitative descriptive using a questionnaire as a research instrument. There were 70 research respondents, consisting of 35 consumer respondents and 35 developer respondents, with case studies of developer projects located in several provinces in Bali in the 2022-2024 fiscal year. The data were analyzed using the Relative Importance Index (RII), followed by the U-Mann Whitney test, and then processed using descriptive statistical analysis. From the results of the data analysis, The most dominant factor causing claims to be filed in developer projects in Bali Province is defective or imperfect workmanship by developers. There is a significant difference in perception between consumers and developers regarding the factors causing claims in a construction project in Denpasar City, as the obtained value of p= 0.008 is significantly smaller than (<) the probability value of 0.05. The method considered most appropriate for resolving construction disputes arising from claims is negotiation.