Customer Satisfaction Analysis of Supervisory Consultant Construction Performance at Badung Regency Public Works and Spatial Planning

Abstract

Performance to maintain competitiveness in the construction sector. Based on direct observation and preliminary interviews with the construction work directors of the Badung Regency Public Works and Spatial Planning, the realization of physical progress is not in accordance with the time schedule, lack of administrative order, and lack of understanding of administrative documents are still commonly found. These problems affect the performance of supervisory consultants, which can cause a bad impression in the future. The purpose of this study is to analyze the factors that influence the performance of supervisory consultants and how the relationship between supervisory consultant performance and customer satisfaction and the performance of supervisory consultants that needs to be improved or maintained in order to increase customer satisfaction. This research was conducted by distributing questionnaires to project owners involved in project implementation at the Badung Regency Public Works and Spatial Planning. The data from the distribution of questionnaires will be analyzed using factor analysis and PLS-SEM methods. Based on the analysis results with factor analysis, the factors that affect the performance of supervisory consultants are cost, quality and time control, work inspection and correction, coordination meetings and documentation, administrative preparation, understanding contract documents, and problem-solving factors. The relationship between supervisory consultant performance and customer satisfaction results in a positive and significant relationship. Efforts to increase service user satisfaction are to improve the performance of supervisory consultants by understanding contract documents, controlling time project management, pay more attention to document completeness and service quality.