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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Journal Research of Social Science, Economics, and Management
Haryo Dwito Armono
Institut Teknologi Sepuluh Nopember, Indonesia
Economics, Econometrics & Finance Environmental Science

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Integration Of Servperf Ipa And Qfd In Improving The Quality Of Construction Engineering Consultant Services Based On The Client's Perspective Muhammad Zulfiqar Daffa; Haryo Dwito Armono
Journal Research of Social Science, Economics, and Management Vol. 4 No. 11 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v4i11.863

Abstract

Business-to-business (B2B) services in the consulting industry form the foundation of interactions between clients and consultants. The quality of services provided by construction engineering consultants is a primary concern for clients, particularly in light of recurring complaints stemming from service quality that fails to meet expectations. In response to these issues, this study was conducted to enhance the quality of services offered by construction engineering consultants, with the aim of meeting client expectations and improving overall satisfaction. This research employs the SERVPERF (Service Performance), Importance–Performance Analysis (IPA), and Quality Function Deployment (QFD) methods to formulate technical recommendations for service quality improvement. The SERVPERF method is used to evaluate service performance based on client perceptions, the IPA method is applied to identify the Voice of the Customer, and the QFD method serves to translate client needs and expectations into technical specifications that can be implemented by consultants. The study identified and assessed 20 service quality attributes across six dimensions—Tangibles, Assurance, Reliability, Responsiveness, Empathy, and Flexibility—highlighting the alignment between performance satisfaction and client priorities. Among these, 10 attributes were found to be most significant and representative of the Voice of the Customer. The study proposes three priority recommendations improve service quality: (1) implementation of project KPI evaluation dashboards, comprehensive progress reporting, daily client service updates; (2) automation of numerical and qualitative testing for technical documents, aligned with classification standards, tagging systems, standard operating procedures, templates technical guidelines; (3) deployment of a notification system to inform stakeholders of project progress and status changes.
Analysis of Cost Overrun & Time Overrun Causal Factors Affecting Construction Project Cost Performance Using Dematel & ANP Ayu Adryani; Tatang Akhmad Taufik; Haryo Dwito Armono
Dinasti International Journal of Economics, Finance & Accounting Vol. 5 No. 5 (2024): Dinasti International Journal of Economics, Finance & Accounting (November - De
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v5i5.3613

Abstract

The estimation of project costs and completion timelines are crucial aspects that need to be accurately predicted, as they are key indicators of a project's success. Issues like cost overruns and delays in project completion have become common in the construction industry. PT XYZ, a mining construction company, encountered a cost overrun in May 2023, leading to a 21.6% increase in the budget. According to the initial project baseline, it was expected to be completed by September 2023, but faced an 8-month delay. This study aims to explore the external factors causing cost and time overruns, identify the most significant factors, and propose recommendations to reduce these issues. The research methods used are Decision Making Trial and Evaluation Laboratory (DEMATEL) and Analytical Network Process (ANP) to examine the relationship between the factors and determine the most dominant one. Data was collected through questionnaires, and a threshold was set via a Focus Group Discussion (FGD) with experienced professionals in construction who played a key role in project decisions. The DEMATEL analysis, with a threshold of 0.5000, produced a relationship diagram of the criteria, and the ANP analysis, conducted using SuperDecisions software, revealed that the most influential factor affecting cost and time overruns is the accuracy of the Scope of Work (SOW) . As a result, it is recommended that PT XYZ improve project management and ensure higher accuracy in defining the SOW for future projects
Co-Authors Ayu Adryani Muhammad Zulfiqar Daffa Tatang Akhmad Taufik