PT PLN (Persero) Satisfaction Analysis towards Performance of The Contractor
Keywords:contractor performance, customer satisfaction index
In order to improve the quality of contractor's performance in the construction industry, it is necessary to evaluate performance based on the established standards. The purpose of this research was to identify the indicators of PT Perusahaan Listrik Negara's (PLN) satisfaction with the contractor's performance and analyze the PLN satisfaction index on the contractor's performance in
terms of managerial capability, technical capability, accuracy of work completion, and administration & finance. The sampling technique of respondents used was Purposive Sampling (Non Probability Sampling). The number of representative PLN respondents in South Sumatera working area was 5 respondents and in North Sumatera work area was 5 respondents. The contractors were chosen based on work experience or currently working on a construction of 150 kV and 275 kV transmissions in the same 2 work areas. Data collection method used was questionnaires (in a form of a checklist) as an instrument to answer a set of written statements to respondents. The analytical method used was the Customer Satisfaction Index (CSI). Overall, PLN as a user was satisfied with the performance of the contractor. It was evidenced by the acquisition of CSI values for 8 companies that were all in the range of 60% <CSI ≤ 80% with an average CSI value of 70.68%.