IDENTIFIKASI FAKTOR-FAKTOR YANG BERPENGARUH TERHADAP KEPUASAN KONSUMEN DALAM INDUSTRI KONSTRUKSI ( STUDI KASUS : JASA KONTRAKTOR GEDUNG BERTINGKAT BANYAK)

• Main Author: Arif, Ihwani
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/2967
• Institution: Institut Teknologi Bandung

In order to anticipate the free market development specially for the construction industri service in Indonesia; it is need to improve the quality of its product as a bussiness strategy will be exist and competitive. The increment of the quality product, is hope to be able to fulfil the consumer's need and longing. Related to this fact , there is still a big question, what kind of quality which can fulfil the satisfaction of consumer. However to unswer the question, it is needed an' observation about the factors that persuade the satisfaction of consumer into a specific place. This observation tried to identificate the factors which would give the effect to it in construction industry service, mainly to a multi-storied building such as hotel, apartment and rent office. Formerly, those factors are appointed as thirty-eight factors which belong to seven group factors. The factors will consist of : contract, client orientation, response to complaints, communication, cost, time and quality. The consumer in this observation was the owners or the owners' building organization, both the building was being built and the building has operated.After passing the calculation process with the analysis factors method, it is found the eleven factors. In fact, these factors can persuade the consumer's satisfaction. There are two main factors would be a dominant factors in order to persuade the construction industry service, they are :Offer reasonable explaination for complaints - Respond quildy to legitimate complaints both factors will include into response to complaints <br />