Factors That Shape Customers' Decision in Selecting Contractor's Service (A Case Research at Company XXX)

Abstract

This research is reviewing about some factors which form customer’s decisions in selecting contractor (XXX company case research). The purpose of this research is to analyze whether social factor form customer’s decisions in selecting contractor, to analyze whether psychological form customer’s decisions in selecting contractor, to analyze whether cost form customer’s decisions in selecting contractor, to analyze whether product quality form customer’s decisions in selecting contractor, and to analyze whether quality of service form customer’s decisions in selecting contractor. This research has a sample pool of 60 person that satisfied the criteria that they are customers of XXX Company who have repeat order. The technic of analysis which is used in this research is confirmatory factor analysis using PLS 2.0 program. The result of this research shows that social factor (X1) form customer’s decisions in selecting contractor, psychological factor (X2) form customer’s decisions in selecting contractor, cost (X3) form customer’s decisions in selecting contractor, product quality (X4) form customer’s decisions in selecting contractor, quality of service (X5) form customer’s decisions in selecting contractor.