Hasibuan, Fauzi Ramadhan (2026) Evaluasi Kepuasan Pemilik Proyek Terhadap Kinerja Manajemen Proyek Sistem Penyediaan Air Minum (SPAM) Pada Kementerian Pekerjaan Umum Oleh PT. Wijaya Karya (Persero) Tbk. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini dilatarbelakangi oleh keterbatasan pengukuran kepuasan Kementerian Pekerjaan Umum sebagai pemilik proyek terhadap kinerja manajemen Proyek Sistem Penyediaan Air Minum (SPAM) Regional Wosusokas Segmen 2 dan 4 oleh PT Wijaya Karya (Persero) Tbk. Penelitian ini bertujuan menganalisis tingkat kepuasan pemilik proyek, menentukan faktor kinerja yang berpengaruh, serta merumuskan prioritas strategi peningkatan kinerja manajemen proyek. Penelitian menggunakan pendekatan kuantitatif ex post dengan responden Pejabat Pembuat Komitmen, satuan kerja, dan tenaga teknis Kementerian Pekerjaan Umum. Analisis dilakukan melalui Customer Satisfaction Index (CSI), Importance–Performance Analysis (IPA), dan Analytic Hierarchy Process (AHP). Hasil penelitian menunjukkan bahwa kepuasan pemilik proyek berada pada kategori puas, meskipun masih diperlukan perbaikan pada keandalan sistem setelah serah terima, manajemen risiko rantai pasok, serta penguatan kepercayaan dan relasi kerja. Strategi prioritas yang direkomendasikan meliputi penguatan manajemen risiko rantai pasok, penyempurnaan pengujian dan layanan purna serah terima, digitalisasi pelaporan, pengembangan kompetensi dan budaya K3/HSE, serta forum evaluasi berkala antara WIKA dan Kementerian Pekerjaan Umum. Penelitian ini menyimpulkan bahwa peningkatan kepuasan pemilik proyek perlu diarahkan pada pengendalian risiko, keandalan sistem, transparansi pelaporan, dan koordinasi berkelanjutan.
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This study is motivated by the limited measurement of the Ministry of Public Works’ satisfaction as the project owner with the project management performance of the Wosusokas Regional Drinking Water Supply System (SPAM) Project, Segments 2 and 4, implemented by PT Wijaya Karya (Persero) Tbk. This study aims to analyze the level of project owner satisfaction, identify the influential performance factors, and formulate priority strategies for improving project management performance. This research employed an ex post quantitative approach, with respondents consisting of Commitment Making Officers, work units, and technical staff within the Ministry of Public Works. The analysis was conducted using the Customer Satisfaction Index (CSI), Importance–Performance Analysis (IPA), and Analytic Hierarchy Process (AHP). The results show that project owner satisfaction is categorized as satisfied, although improvements are still needed in post-handover system reliability, supply chain risk management, and the strengthening of trust and working relationships. The recommended priority strategies include strengthening supply chain risk management, improving testing and post-handover services, digitalizing reporting, developing competencies and safety culture, and establishing periodic evaluation forums between WIKA and the Ministry of Public Works. This study concludes that improving project owner satisfaction should be directed toward risk control, system reliability, reporting transparency, and continuous coordination.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Analytic Hierarchy Process (AHP); Customer Satisfaction Index (CSI); Importance–Performance Analysis (IPA); Kepuasan pemilik proyek; SPAM Wosusokas |
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T56.8 Project Management |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Fauzi Ramadhan Hasibuan |
| Date Deposited: | 30 Jul 2026 02:32 |
| Last Modified: | 30 Jul 2026 02:32 |
| URI: | http://repository.its.ac.id/id/eprint/138666 |
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