ANDRIANTO, IRHAM WALADANI (2026) ANALISIS KEPUASAN PENGGUNA JASA TERHADAP KINERJA KONTRAKTOR BERDASARKAN METODE PENGADAAN E-PURCHASING PADA BIDANG BINA MARGA DINAS PUPR KABUPATEN HULU SUNGAI UTARA. Tesis thesis, Institut Teknologi Nasional Malang.
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Abstract
ABSTRAK Andrianto, Irham Waladani, Program Studi Magister Teknik Sipil, Konsentrasi Manajemen Konstruksi, Program Pascasarjana, Institut Teknologi Nasional Malang, Juli 2026, Analisis Kepuasan Pengguna Jasa terhadap Kinerja Kontraktor Berdasarkan Metode Pengadaan EPurchasing pada Bidang Bina Marga Dinas PUPR Kabupaten Hulu Sungai Utara, Tesis, Pembimbing: (I) Ir. Maranatha Wijayaningtyas, ST.,MMT, Ph.D, IPU, (II) Dr. Lila Ayu Ratna Winanda, ST., MT. Jaringan jalan Kabupaten Hulu Sungai Utara sebagian besar belum berkondisi baik, sementara pengadaan jasa konstruksi beralih ke e-purchasing melalui Katalog Elektronik LKPP. Penelitian ini bertujuan mengukur kepuasan pengguna jasa terhadap kinerja kontraktor e-purchasing, mengidentifikasi atribut prioritas perbaikan, menganalisis kesenjangan kepentingan-kepuasan, serta merumuskan rekomendasi strategis bagi Dinas PUPR Kabupaten Hulu Sungai Utara. Penelitian kuantitatif deskriptif ini menyurvei 187 penilaian sahih atas 35 paket pekerjaan Bidang Bina Marga Tahun Anggaran 2024–2025 secara total sampling. Instrumen berupa kuesioner 25 atribut kinerja berskala Likert 1–5 yang disusun dari empat aspek Peraturan LKPP Nomor 4 Tahun 2021 dan telah teruji validitas dan reliabilitasnya. Analisis menggunakan Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), dan Gap Analysis. Customer Satisfaction Index sebesar 77,57% termasuk kategori puas, belum sangat puas. Importance Performance Analysis menempatkan enam atribut (24%) pada Kuadran A sebagai prioritas utama perbaikan, yaitu kerapian hasil akhir pekerjaan, kesesuaian lingkup kontrak, ketepatan waktu shop drawing, kemudahan pelayanan, sistem keselamatan dan kesehatan kerja, serta manajemen mutu; delapan atribut (32%) pada Kuadran B, tiga (12%) pada Kuadran C, dan delapan (32%) pada Kuadran D. Seluruh 25 atribut bernilai gap negatif dengan rata-rata -0,66, terbesar pada keselamatan dan kesehatan kerja (-1,12), sedangkan lima atribut berikutnya (-0,79 hingga -0,70) identik dengan Kuadran A. Sintesis ketiga alat analisis menunjukkan efisiensi e-purchasing tetap menghasilkan kepuasan berkategori puas, namun harapan pengguna jasa belum terpenuhi pada aspek mutu, dokumen teknis, lingkup pekerjaan, dan keselamatan konstruksi, sementara aspek waktu dan biaya justru perlu dipertahankan. Matriks prioritas tindakan disusun berbasis area pengetahuan manajemen proyek: rencana keselamatan konstruksi dengan inspeksi terjadwal, pemeriksaan mutu sebelum serah terima, ketepatan waktu gambar kerja, pengendalian lingkup terhadap kontrak, penerapan rencana mutu berkesinambungan, serta tata cara komunikasi para pihak. Implementasinya mencakup penguatan klausul mutu dan keselamatan pada KAK dan kontrak, penilaian kinerja penyedia secara berkala, serta pembinaan penyedia Katalog Elektronik. Kata kunci: customer satisfaction index, e-purchasing, gap analysis, importance performance analysis, kepuasan pengguna jasa ABSTRACT Andrianto, Irham Waladani, Master Program in Civil Engineering, Construction Management Concentration, Postgraduate Program, National Institute of Technology Malang, July 2026, Analysis of Service User Satisfaction with Contractor Performance Based on the E-Purchasing Procurement Method in the Bina Marga Division of the Public Works and Spatial Planning Office of Hulu Sungai Utara Regency, Thesis, Supervisors: (I) Ir. Maranatha Wijayaningtyas, ST, MMT, Ph.D, IPU, (II) Dr. Lila Ayu Ratna Winanda, ST., MT. Hulu Sungai Utara Regency's road network is largely below good condition, while construction procurement has shifted to e-purchasing through the LKPP Electronic Catalogue. This study measures service user satisfaction with e-purchasing contractor performance, identifies priority improvement attributes, analyses the importancesatisfaction gap, and formulates strategic recommendations for the local Public Works Office. This quantitative descriptive study surveyed 187 valid assessments of 35 construction packages of the Bina Marga Division, 2024–2025, through total sampling. The instrument is a 25-attribute performance questionnaire on a 1–5 Likert scale derived from the four assessment aspects of LKPP Regulation 4/2021 and tested for validity and reliability. Analysis used the Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and Gap Analysis. The Customer Satisfaction Index reaches 77.57%, the satisfied but not the very satisfied category. Importance Performance Analysis places six attributes (24%) in Quadrant A as top improvement priorities: neatness of final work results, work scope conformity, timely shop drawings, ease of service, occupational health and safety, and quality management; eight (32%) fall in Quadrant B, three (12%) in Quadrant C, and eight (32%) in Quadrant D. All 25 gaps are negative, averaging -0.66, largest on occupational health and safety (- 1.12); the next five (-0.79 to -0.70) coincide with Quadrant A. The synthesis shows that e-purchasing efficiency still yields satisfaction in the satisfied category, yet expectations remain unmet on quality, technical documents, work scope, and construction safety, while timeliness and cost are maintained. A priority action matrix mapped to project management knowledge areas is formulated: a construction safety plan with scheduled inspections, quality inspection before handover, timely shop drawings, work scope control against the contract, continuous quality-plan implementation, and communication procedures among the parties. Implementation covers stronger quality and safety clauses in tender and contract documents, periodic provider performance assessment, and continuous coaching of catalogue providers. Keywords: customer satisfaction index, e-purchasing, gap analysis, importance performance analysis, service user satisfaction
| Item Type: | Thesis (Tesis) |
|---|---|
| Uncontrolled Keywords: | Keywords: customer satisfaction index, e-purchasing, gap analysis, importance performance analysis, service user satisfaction |
| Subjects: | Engineering > Civil Engineering |
| Divisions: | Program Pasca Sarjana > Teknik Industri S2 > Teknik Industri S2(Tesis) |
| Depositing User: | Irham Waladani Andrianto |
| Date Deposited: | 26 Aug 2026 01:33 |
| Last Modified: | 26 Aug 2026 01:33 |
| URI: | http://eprints.itn.ac.id/id/eprint/16464 |
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