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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
Respondents were asked to rate the importance of customer satisfaction for their organization. The general results representing the respective companies are shown in the
table below.
Table 4.8 The rating of customer satisfaction for the respective contractors
Companies Customer satisfaction rating
Waskita Karya Very important, because any company research about
satisfaction customer through continuous improve product and service for good quality
Pembangunan Perumahan Very important, because customer satisfaction is one of the
company’s success parameter, as the company become more famous and trusted.
Wijaya Kusuma Very important, as it can make the company become pioneer
in the market. Wijaya Karya
Customer satisfaction is very important for the company
Hutama Karya Very important, because the final objective of the company is
satisfied customer. Adhi Karya
Customer satisfaction is very important for the company
The results in general show that all of the contractors in this research rate customer satisfaction as very important. It is because they view that by delivering
customer satisfaction the company can be make more successe for product, service and good quality, morever the satisfation from employees is similar to the distrubution
products, the final good products is satisfafction customer.
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4.6.4 Process Improvement Potential Rating
Respondents were asked to rate the improvement potential of nine processes in their company’s operations. The respondents can give from 5 point for the process with
very low potential to 1 point for the process with the highest potential for improvement in their respective organizations. The average results for each process irrespective of the
companies are shown in the figure below.
Figure 4.7 The potential for process improvement in the construction industry in
Semarang.
The results as shown in the figure above show that according to respondents of this research, the process with the highest rate of improvement potential is the testing
procedures at job sites with the average point of 2.0. On the other hand the process with.the lowest potential for improvement in their organization is the administration of change
orders process, with the average point of 3.3.
4.6.5 The Operational Variable Ranking in order of Importance
