EVALUASI PENGARUH PENERAPAN SISTEM MANAJEMEN MUTU ISO 9001:2015 UNTUK KEPUASAN PENGGUNA JASA DI PT X DITINJAU DARI SISI PELAKSANA

Main Article Content

Simon Togar Kurniawan
Johny Johan

Abstract

The Construction Industry globally is one of the biggest contributors to economic growth. The increasing activity of construction projects in Indonesia in recent years has also increased competitiveness among construction service providers. To improve the quality of their performance, many construction companies implement a Quality Management System (QMS) based on ISO 9001 which aims to ensure the suitability of a process and product to the specified needs or requirements so as to increase customer satisfaction. Based on several previous studies, it is explained that consistently implementing a quality management system (QMS) has a positive effect on customer satisfaction as an indicator of project performance. Based on the results of the literature study, there are six factors of customer satisfaction in the construction industry. This study deepens the results of previous studies to determine the effect of implementing a quality management system based on ISO 9001:2015 at PT X on six client satisfaction factors. Research data were obtained from 32 respondents who are PT X personnel using a questionnaire compiled based on a literature study regarding the implementation of QMS ISO 9001:2015 and customer satisfaction factors. The collected data were analyzed using regression and correlation analysis. The results of the study found that the implementation of the ISO 9001:2015 QMS at PT X had a positive relationship and effect on the six client satisfaction factors.


Keywords: Quality Management System; ISO 9001; Client Satisfaction


Abstrak


Industri Konstruksi secara global merupakan salah satu kontributor terbesar yang memegang peranan penting dalam pertumbuhan ekonomi. Peningkatan aktifitas proyek konstruksi di Indonesia dalam beberapa tahun terakhir juga meningkatkan daya saing antar penyedia jasa konstruksi. Untuk meningkatkan kualitas kinerjanya banyak perusahaan konstruksi menerapkan Sistem Manajemen Mutu (SMM) berbasis ISO 9001 yang bertujuan untuk menjamin kesesuaian dari suatu proses dan produk terhadap kebutuhan atau persyaratan yang ditentukan sehingga dapat meningkatkan kepuasan terhadap pengguna jasa. Berdasarkan beberapa penelitian yang dilakukan sebelumnya dijelaskan bahwa secara konsisten penerapan sistem manajemen mutu memiliki pengaruh positif terhadap kepuasan pengguna jasa sebagai indikator kinerja proyek. Berdasarkan hasil studi literatur, terdapat enam faktor kepuasan pengguna jasa dalam industri konstruksi. Penelitian ini mendalami hasil penelitian sebelumnya untuk mengetahui pengaruh penerapan sistem manajemen mutu berbasis ISO 9001:2015 di PT X terhadap enam faktor kepuasan pengguna jasa. Data penelitian diperoleh dari 32 responden yang merupakan personil PT X dengan menggunakan kuesioner yang disusun berdasarkan studi literatur mengenai penerapan SMM ISO 9001:2015 dan faktor-faktor kepuasan pengguna jasa. Data yang terkumpul dianalisis menggunakan analisis regresi dan korelasi. Hasil penelitian menemukan bahwa penerapan SMM ISO 9001:2015 di PT X memiliki hubungan dan pengaruh positif terhadap enam faktor kepuasan pengguna jasa.

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References

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