Analysing Customer Satisfaction And Quality In Construction - The Case Of Public And Private Customers
- Topics:
- Construction Project Management
FREE Registration is required
Overview: Improving quality and customer satisfaction has received considerable attention in last few years. This paper examines construction in terms of customer satisfaction and quality. A framework is developed to evaluate the dynamics of customer satisfaction and quality. An empirical analysis is conducted to explore customer satisfaction in construction as perceived by two customer groups: public and private customers. Results indicate that the need for contractors to improve performance relates mostly to quality assurance, handover procedures and material. Public customers were found to be less satisfied with the contractor's performance than private customers. For a contractor, the main benefit of high customer satisfaction is the opportunity to remain a customer's potential partner in the future.
(Is this item miscategorized? Does it need more tags? Let us know.)
Format: PDF | Size: 333KB | Date: Oct 2004 | Pages: 14
