ANALYSIS OF CONTRACTOR SATISFACTION TO PERFORMANCE OF THE GOVERNMENT PROJECT OWNER

This study aims to analyze the degree of importance and satisfaction of contractors on the performance of government project owners in East Java Province-Indonesia. This study used 6 variables and 42 indicators. Technique of collecting data using Likert Scale questionnaire (1-5) by involving 170 respondents of medium and large qualification contractor in East Java-Indonesia. The sampling technique uses combination of simple random sampling and purposive sampling method. Methods of data analysis using Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The result of the analysis concludes that the medium and large qualification contractor satisfaction index on the performance of government project owner in East Java Province is 57,89% or in the category is satisfactory. There are contractors answered 23,81% very satisfied, 40,48% satisfied, 21,43% enough satisfied 9,52% dissatisfied and 4,76% very dissatisfied. Priority factors that need to be improved by the project owner include: 1) Contract document clearly explains the scope of work and is used as the reference of the project owner, 2). Ease of approval of payment or bureaucratic flow that does not complicate the contractor, 3). Have a more secure payment system with regard to the terms of payment specified, 4). Payment agreements on government project owners are highly structured.5). Decisions are made promptly and appropriately to project issues, 6) Project Owner Decisions are in line with the contractor and 7). Adequacy of project execution time.