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

Abstract

The successful implementation of housing development projects depends on effective collaboration among developers, consumers, banks, and notaries in accordance with contractual agreements. Failure by any party to fulfill their obligations may result in
construction claims. This study aims to identify the factors causing construction claims in housing projects, determine the dominant contributing factor, examine differences in perceptions between developers and consumers, and identify the preferred dispute resolution method. A quantitative descriptive approach was employed using questionnaires distributed to 70 respondents, consisting of 35 developers and 35 consumers involved in housing projects across several provinces in Bali during the 2022–2024 period. The data were analyzed using the Relative Importance Index (RII), the Mann–Whitney U test, and descriptive statistical
analysis. The findings reveal that the dominant cause of construction claims is defective or substandard workmanship by developers. The results also indicate a significant difference in perceptions between developers and consumers regarding the causes of construction claims (p = 0.008 < 0.05). Among the available dispute resolution methods, negotiation emerged as the most preferred approach. These findings highlight the importance of improving construction quality and strengthening communication between developers and consumers to minimize disputes and enhance project performance.