Analysis Of Service User Satisfaction With The Performance Of Supervisory Consultants Based On Implementation Allocations In The Housing And Settlement Area Activities Of East Java Province

Abstract

To realize better infrastructure development for housing and settlement facilities in East Java province and the success of the project, the government, especially in the PRKP sector of East Java Province, collaborates with service providers, one of which is supervisory consultants. This encourages supervisory consultants to improve their understanding of customer satisfaction. This research has several objectives, namely identifying variables related to the project management performance in the PRKP sector activities in East Java Province, measuring the customer satisfaction level of project management performance in the housing sector activities in East Java Province, and identifying the variables in the project management performance of the PRKP housing sector activities in East Java Province that need to be proposed for improvement or maintenance to enhance customer satisfaction. The research stages include the background of the research, formulation of the problem and research objectives, literature review, preliminary survey, data collection, data testing, and data analysis. The analysis method used is the customer satisfaction index and importance-performance analysis. The customer satisfaction index analysis results show a CSI value of 93.55%, indicating satisfaction. Meanwhile, the importance-performance analysis (IPA) results reveal an overall gap score of -13 and an overall conformity percentage of 94.61%, indicating that the project owner is not satisfied with the project management performance of the supervisory consultant. The importance-performance analysis (IPA) in this study identifies variables with high importance and satisfaction to be maintained, namely Integration Management, Scope Management, Schedule Management, Resource Management, Communication Management, and Procurement Management. Meanwhile Cost Management, Quality Management, Risk Management, and Stakeholder Management have low priority and need improvement.