Analysing customer satisfaction and quality in construction – the case of public and private customers

Sami Kärnä

Helsinki University of Technology Construction Economics and Management, FI-02015 HUT, Finland

(Dipublikasi pada : Nordic Journal of Surveying and Real Estate Research - Special Series Vol. 2, 2004)

Abstract

Improving quality and customer satisfaction has received considerable attention in recent years. This study 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 satisfi ed with the contractor’s performance than private customers. For a contractor, the main benefi t of high customer satisfaction is the opportunity to remain a customer’s potential partner in the future.

Keywords: construction quality, customer satisfaction, project management.

1 Introduction

Customer satisfaction has become one of the key issues for companies in their efforts to improve quality in the competitive marketplace. It can be seen as either a goal of or a measurement tool in the development of construction quality. Customer satisfaction is considered to affect customer retention and, therefore, profi tability and competitiveness (Anderson and Sullivan 1993). According to Jones and Sasser (1995), complete customer satisfaction is the key to securing customer loyalty and generating superior long-term fi nancial performance. It is also apparent that high customer satisfaction leads to the strengthening of the relationship between a customer and a company, and this deep sense of collaboration has been found to be profi table (e.g. Storbacka et al. 1994).
Accordingly, customer satisfaction is an important factor in the development of the construction process and the customer relationship. It is natural that . . . . . (baca_selengkapnya )

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, Praktisi Bisnis, Trainer dan Dosen Marketing Management)
e-mail : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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