USER SATISFACTION STUDY ON CONTRACTOR PERFORMANCE ON ROAD INFRASTRUCTURE PROJECTS IN MANGGARAI DISTRICT

Abstract

This study aims to analyze the level of satisfaction of service users with the performance of contractors in road infrastructure projects in Manggarai Regency. Infrastructure plays an important role in improving connectivity and economic growth. The performance of the contractor as a service provider greatly determines the success of the project, especially in terms of work quality, timeliness, cost, work safety, and communication with stakeholders. This study uses a quantitative method with a descriptive approach, where data is collected through a questionnaire survey to service users at the Public Works and Spatial Planning Office of Manggarai Regency. Data analysis was carried out using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods to measure the level of satisfaction of service users with various aspects of contractor performance. The results of this study are expected to provide recommendations for contractors and stakeholders in improving service quality and project management effectiveness. Thus, this research contributes to improving the quality of better and sustainable road infrastructure.