PERIODICAL BUILDING INSPECTION PRACTICE IN RIAU, INDONESIA: A CUSTOMERS SATISFACTION SURVEY

Abstract

In Indonesia, a building maintenance building scheme was introduced in 2007 under Ministry of Public Works Regulation number 25/PRT/M/2007 which states that every building owners is required to have Building Eligibility Certificate (BEC). Building owners need to process the certificate in Department of Public Works in their city. This study aims to measure the gap between the perceived and expectation value to calculate the service quality performance. This study was conducted to determine the satisfaction value of each variable in SERVQUAL method by using Importance Performance Analysis and also aim to learn which variables is necessary, need enhancement, or need to be forgotten. This study uses SERVQUAL dimensions which are tangible, responsiveness, reliability, assurance and empathy to represent the objectives of the Periodical Building Inspection scheme in Riau, Indonesia. The data was collected by using questionnaire with proportional stratified focused sampling technique. The result was calculated and generated into four-square quadrant matrix whereas each variable goes to the one quadrant. In quadrant I, the variables is considered need to be concentrated or client will be lost. In quadrant II, firm need to keep up the good work since the variables had high perception and expectation score. In Quadrant III, the variables can be allocated away because of the lower priority. The variables in quadrant IV was considered as less important by customers but has high perception. The result showed that overall level of satisfaction was varied from 2.04 to 1.12 and considered as not satisfied. The result also implied the factors that need repairing in order to create a better periodical building inspection scheme.