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Analysis of the Level of Satisfaction and Importance of Contractor Performance Factors on Construction Projects

Lan Asi Bm Sitanggang

2025encontractor performanceconstruction projectsquality managementcivil engineeringproject managementcustomer satisfaction

Abstract

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The study investigates how stakeholders assess the importance and satisfaction levels of contractor performance factors in construction projects amid increasing industry competition. Using a quantitative approach, the authors distributed structured questionnaires to 27 respondents with contractor-related backgrounds, including consultants and project owners. The instrument covered 16 key criteria, such as schedule management, quality of goods and services, safety, and stakeholder management, each rated for Mean Importance Score (MIS) and Mean Satisfaction Score (MSS). The data were analyzed statistically, and a Customer Satisfaction Index (CSI) was calculated to categorize satisfaction from “Very Satisfied” to “Not Satisfied.” Results indicate that time management, quality, occupational safety, and timeliness of project completion are the most highly valued aspects, reflecting stakeholders’ priority on schedule adherence and quality outcomes. The study identifies gaps between importance and satisfaction levels, which serve as the basis for strategic recommendations to improve contractor performance and overall project quality.

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Cite This Work

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  title={Analysis of the Level of Satisfaction and Importance of Contractor  Performance Factors on Construction Projects  },
  author={Lan Asi Bm Sitanggang},
  year={2025},
  language={en}
}
TY  - JOUR
TI  - Analysis of the Level of Satisfaction and Importance of Contractor  Performance Factors on Construction Projects  
AU  - Lan Asi Bm Sitanggang
PY  - 2025
LA  - en
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