A Comprehensive Analysis of Building Information Modelling (BIM) Service Quality and its Impact on User Satisfaction in Indonesian Construction

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Fahrun Reza Anggoman, Erry Rimawan, Mawardi Amin


Building Information Modelling (BIM) is a technology that has been widely adopted in the construction industry around the world. BIM offers a variety of benefits, including increased efficiency, effectiveness, and project quality.  The measurement of success of BIM implementation does not only lie in the technical aspects and calculation of numbers. But also, from the user's perspective. Service user satisfaction is key to assessing the extent to which BIM provides added value in the context of construction projects. The trick is to meet the expectations and needs of service users with good quality BIM implementation services.  This study aims to examine service quality and service user satisfaction with BIM implementation in building construction projects in Indonesia. The research employed a descriptive qualitative approach using SERVQUAL to gauge BIM service quality and user satisfaction among construction project owners. Data collected through questionnaires was analyzed using SEM-PLS via SmartPLS software, highlighting significant values in BIM Implementation Customer Satisfaction (BICS). The study used a formative model in SEM-PLS and applied Important Performance Analysis (IPA) to identify areas for improvement.The research culminates in several notable conclusions regarding BIM implementation in Indonesia. Firstly, the overall perception among construction service users regarding the quality of BIM implementation showcases a predominantly positive scenario, with most aspects rated favorably. However, certain areas, notably reduced design changes and overall user satisfaction, require attention for improvement, despite the generally high satisfaction levels. Secondly, the pivotal factors influencing service quality and user satisfaction are the tangible aspects and responsiveness, demonstrating significant correlations with user contentment. Lastly, the enhancement of BIM implementation service quality directly impacts user satisfaction, emphasizing the necessity for improvement across seven key indicators encompassing Physical facilities, Response to Change, Communication Process, BIM Data Security, BIM Equipment, Ability to provide solutions and visualization quality.

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