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Research Paper | Civil Engineering | Indonesia | Volume 8 Issue 12, December 2019

Performance Analysis of Implementation of Construction Projects with Customer Satisfaction Index (CSI) in Building Projects

Tutang Muhtar Kamaluddin | Armin Basong | Jesica Margaretha Sane

Abstract: Construction projects with different backgrounds and interests determine the overall performance of the project. Due to the different interests of contractors and service users can cause problems during construction, one of the problems caused by service users such as poor communication, late payment and final design changes. This study aims to determine the variables that affect the level of service user performance and satisfaction level perceived contractor to service users in a multi-storey building project. The study consisted of 6 variables on project performance, finance, decision making, management capability, contractor support and attitude developed into 37 questions on 30 (thirty) respondents. The method used is Customer Satisfaction Index (CSI). Based on the results of data processing using Customer Satisfaction Index (CSI) obtained by the contractor's satisfaction level of 73.40%, it is categorized that the contractor is satisfied with the service user's performance in the multi-storey building project in Palu City. In this case the satisfied category is included in the value of the satisfaction index. Contractor's satisfaction ranges from 66% - 80.90%. Thus, CSI is used to calculate all contractor satisfaction to service users in general by looking at two sides: the level of importance and the level of satisfaction

Keywords: Performance, Satisfaction, Project, Building

Edition: Volume 8 Issue 12, December 2019,

Pages: 608 - 613

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