42
The following figure highlights the level of response from individual respondents taken part in this research, irrespective of their companies, in relation with the
organization’s perception of quality.
Figure 4.5 Organization’s perception of quality in the construction industry in Semarang.
The figure above shows that the big majority of respondents taking part in this research 82 viewed a competitive advantage as their organization’s perception of
quality, while elimination of defects and others had the lowest rate of perception with only 3.6 respondents viewed them as the criterion for quality respectively.
4.6.2 The Rate of Importance for Product and Service Quality
Respondents were asked to rate the importance of productservice quality. The general results representing the respective companies are shown in the table below.
Table 4.7 The rate of importance of productservice quality for the respective contractors
Companies Quality of productservice’s rate of importance
Waskita Karya Important, because the quality of product can get customers
trust and make the company more competitive Pembangunan Perumahan
Very important because good quality will increase customer satisfaction and make the company get recognition.
Wijaya Kusuma The quality of productservice is important
82
10.80 3.60
3.60 10
20 30
40 50
60 70
80 90
A competitive
Advantage A
tool to increase
profit Elimination
of Defects
Others
Com Wija
Huta Adhi
produ produ
they custo
provi servi
mana unde
to en deve
taken impo
Fig
mpanies aya Karya
ama Karya i Karya
The re uctservice
uctservice provide a
omers depe ide high qu
ice again in agers need
erstanding o nhance com
lopment pro The fol
n part in th ortance for p
gure 4.6 The
esults in g is ‘very
as ‘importa as ‘very im
nd on the q uality servic
n the future. a set of pr
of customers mmunication
oject .
llowing figu his research
productserv
e rate of im
I
Quality of The qualit
to improve Very impo
product’s The qualit
general sho important’,
ant’ only. M mportant’ b
quality of p ces for its
Thus more ractical step
s needs and n by focusi
ure highligh h, irrespecti
vice quality
mportance fo
Very Impotant
67
43
f productse ty of produ
e profits ortant, beca
quality ty of produc
w that mo , with onl
Most contra because the
productsser customers,
e potential p p-by-step to
d requireme ing on the
hts the level ive of their
y.
or productse in Semara
rvice’s rate uctservice i
ause custom
ctservice is
ost contrac ly two con
actors view ey realize
rvices they they will t
profits for th ools and m
ents, as wel voice of th
l of respons r companies
ervice quali ang.
Important 33
of importan is very imp
mer satisfact
s very impor
ctors say th ntractors ra
the quality that the sa
deliver. I trust the co
he company methods wh
ll as proced he custome
se from ind s, in relatio
ity in the co
t
nce ortant for c
tion depend
rtant
hat the qu ate the qu
y of produc atisfaction
If a contrac ompany and
y. To ensure hich ensure
dures and pr er within a
dividual resp on with the
onstruction i company
ds on the
uality of uality of
tservice of their
ctors can d use its
e quality a better
rocesses, product
pondents e rate of
industry
44
Two third 67 of respondents rated the quality of productservice as ‘very important’. The other 33 respondents rated the quality of productservice only as
‘important’.
4.6.3 The Customer Satisfaction’s Rate of importance
