Evaluasi Kinerja Konsultan Jasa Supervisi Konstruksi PLN Pusat Manajemen Proyek UPMK II menggunakan Metode Quality Function Deployment (QFD)

Cahyaningrum, Bunga (2025) Evaluasi Kinerja Konsultan Jasa Supervisi Konstruksi PLN Pusat Manajemen Proyek UPMK II menggunakan Metode Quality Function Deployment (QFD). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kualitas layanan supervisi konstruksi memiliki peran strategis dalam menjamin keberhasilan pelaksanaan proyek ketenagalistrikan. PLN Pusmanpro UPMK II sebagai unit penyedia layanan supervisi konstruksi internal perlu memastikan bahwa layanan yang diberikan mampu memenuhi ekspektasi unit pemilik proyek sebagai pengguna jasa. Penelitian ini bertujuan untuk mengevaluasi kinerja layanan supervisi konstruksi PLN Pusmanpro UPMK II serta merumuskan prioritas perbaikan layanan yang paling berdampak berdasarkan persepsi pengguna jasa. Penelitian ini menggunakan kerangka SERVQUAL yang diintegrasikan dengan Importance Performance Analysis (IPA), Gap Analysis, Quality Function Deployment (QFD), dan House of Quality (HoQ). Data primer diperoleh melalui penyebaran kuesioner kepada 63 responden dari unit-unit PLN selaku pemilik proyek pada tahun 2025. Unit analisis dalam penelitian ini adalah atribut layanan supervisi konstruksi. Analisis dilakukan secara bertahap, dimulai dari pengujian validitas dan reliabilitas instrumen, perhitungan nilai kepentingan dan kinerja atribut, pemetaan IPA, hingga penerjemahan kebutuhan pelanggan ke dalam respon teknis melalui QFD dan HoQ. Hasil penelitian menunjukkan bahwa nilai rata-rata kinerja layanan supervisi sebesar 4,15 masih berada di bawah nilai rata-rata kepentingan sebesar 4,33, sehingga terdapat expectation gap antara kinerja aktual dan harapan pengguna jasa. Analisis IPA mengidentifikasi delapan atribut layanan berada pada Kuadran I (prioritas utama), terutama yang berkaitan dengan sistem dokumentasi, akurasi dan keterelusuran laporan, keandalan penanganan masalah teknis, serta kompetensi dan sertifikasi teknis personel supervisi. Melalui QFD dan HoQ, diperoleh tiga respon teknis prioritas, yaitu penerapan checklist standar mutu supervisi, digitalisasi laporan supervisi, serta audit mutu internal dan perbaikan berkelanjutan. Penelitian ini menyimpulkan bahwa pendekatan integratif SERVQUAL–IPA–QFD–HoQ efektif dalam mengidentifikasi kelemahan layanan supervisi sekaligus merumuskan rekomendasi teknis yang aplikatif dan berbasis data untuk peningkatan kualitas layanan supervisi konstruksi.
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The quality of construction supervision services plays a strategic role in ensuring the successful implementation of power infrastructure projects. As an internal construction supervision service provider, PLN Pusmanpro UPMK II is required to deliver services that meet the expectations of project owner units as internal customers. This study aims to evaluate the performance of construction supervision services at PLN Pusmanpro UPMK II and to identify priority improvement actions based on customer perceptions. This study applies the SERVQUAL framework integrated with Importance Performance Analysis (IPA), Gap Analysis, Quality Function Deployment (QFD), and the House of Quality (HoQ). Primary data were collected through a questionnaire survey distributed to 63 respondents from PLN project owner units in 2025. The unit of analysis in this study is construction supervision service attributes. Data analysis was conducted sequentially, starting from instrument validity and reliability testing, calculation of importance and performance scores, IPA quadrant mapping, and translation of customer needs into technical responses using QFD and HoQ. The results indicate that the average performance score of supervision services (4.15) remains lower than the average importance score (4.33), indicating the presence of an expectation gap. IPA results reveal that eight service attributes are positioned in Quadrant I (Concentrate Here), particularly those related to documentation systems, accuracy and traceability of supervision reports, reliability in handling technical issues, and technical competence and certification of supervision personnel. Through QFD and HoQ analysis, three priority technical responses were identified, namely the implementation of standardized supervision quality checklists, digitalization of supervision reports, and internal quality audits with continuous improvement mechanisms. This study concludes that the integrated SERVQUAL–IPA–QFD–HoQ approach is effective in identifying critical weaknesses in construction supervision services and in formulating data-driven and practical technical improvement strategies to enhance service quality.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	kualitas layanan, supervisi konstruksi, SERVQUAL, Importance Performance Analysis, Quality Function Deployment service quality, construction supervision, SERVQUAL, Importance Performance Analysis, Quality Function Deployment
Subjects:	A General Works > AI Indexes (General) A General Works > AI Indexes (General)
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Bunga Cahyaningrum
Date Deposited:	21 Jan 2026 04:09
Last Modified:	21 Jan 2026 04:09
URI:	http://repository.its.ac.id/id/eprint/129636

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