Assessing user satisfaction in construction services: Analyzing contractor performance in central Kalimantan’s power projects

Abstract

Background: User satisfaction is an essential indicator in assessing the quality of construction services. A deep understanding of the factors contributing to user satisfaction is crucial, especially in the context of electrical projects. Objective: This study aims to examine the satisfaction level of PT PLN (Persero) UIP West Kalimantan towards the performance of electrical project contractors and to develop strategies for improving contractor performance based on the findings. Methods: This research adopts an observational approach using Descriptive Analysis. A survey employing questionnaires was designed and distributed to employees of PT PLN (Persero) UIP West Kalimantan. Data analysis was conducted using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) to identify key performance indicators. Results: The study indicates a high level of satisfaction from PT PLN (Persero) UIP West Kalimantan towards the contractor's performance, with a CSI value of 70% within a 95% confidence interval (66%-81%). The IPA analysis revealed 12 performance indicators within the 'concentrate here' quadrant, indicating priority areas for improvement. Conclusion: These findings affirm the effectiveness of the strategies and management implemented by contractors in achieving user satisfaction. This study provides valuable insights for other contractors in the construction sector to enhance service quality, especially through improvements in project managerial recruitment strategies, support for work equipment, and collaborative strategies with banking institutions for project financing.