THE ANALYSIS OF THE RELATIONSHIP BETWEEN CUSTOMER’S BACKGROUND TO THEIR SATISFACTION (CASE STUDY : THE HIGH-RISE BUILDING CONSTRUCTION PROJECT OWNED BY DKI JAKARTA PROVINCE GOVERNMENT)

• Main Author: T. TSARWAN , OTIES
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/29893
• Institution: Institut Teknologi Bandung

<p align="justify">The construction project of Indonesian goverment have increased over the last several years, and one of the indicators of the construction project’s success is customer satisfaction. Customer satisfaction is a person’s feeling of pleasure or dissapointed resulting from comparing a service or product’s perceive performance in relation to his or her expectation, however the customer asessment of service or product’s perceive performance are dependent on how their background is. The main objective of this study examines the relationship between customer’s background and their satisfaction in high-rise building construction project owned by DKI Jakarta provience goverment. The customer’s background reviewed in this research are customer’s educational background and customer’s experience background. The relationship between customer background and their satisfaction is determined by using descriptive statistical analysis method. Data were obtained through questionnaires distribution to commitment setting officials (Pejabat pembuat komitmen) or PPK of the high-rise building construction project owned by DKI Jakarta provience goverment, with review : (1) construction completion timeliness, (2) the conformance to specifications, (3) the bidding level from owner estimation, (4) the skill level of manpower, (5) the contractor's responsiveness level. This study revealed that there is a relationship between customer’s background and their satisfaction. The majority of the customer who have educational background in civil engineering and have experience in managing construction projects more than once, tend to have a higher level of satisfaction, or in other words they have more strict attitudes towards the construction project.<p align="justify">