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Modelling structure of customer satisfaction with construction

Modelling structure of customer satisfaction with construction Purpose – The purpose of this paper is to build a tested model and framework for describing the structure and factors influencing customer satisfaction in the construction industry. Design/methodology/approach – The paper introduces a structural equation model illustrating the interdependencies of the factors influencing customer satisfaction. Data for the model are based on 831 assessments obtained from project customers with regard to the successfulness of the project. Findings – The results show that customer satisfaction in construction is a complex phenomenon in which various factors have a different impact on the quality as perceived by the customer. Management and factors related to skills have a different impact on the factors describing the end result and methods of the project. According to this study, the contractor's ability to cooperate is divided into two directions: managing changes and communication. The result emphasises the significance of communication in project production. In order to improve their level of service, the contractors should focus on developing and improving their central processes. With regard to customer satisfaction, this stresses the significance of the entire selection of services and products the contractor offers. Originality/value – Customer satisfaction has become a significant tool for measuring performance alongside the traditional, harder measurement tools. Although the demands of customer‐orientation and customer satisfaction have been acknowledged in the field, little attention has been paid to development of customer satisfaction and the factors involved. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Facilities Management Emerald Publishing

Modelling structure of customer satisfaction with construction

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Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
1472-5967
DOI
10.1108/14725960910952505
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to build a tested model and framework for describing the structure and factors influencing customer satisfaction in the construction industry. Design/methodology/approach – The paper introduces a structural equation model illustrating the interdependencies of the factors influencing customer satisfaction. Data for the model are based on 831 assessments obtained from project customers with regard to the successfulness of the project. Findings – The results show that customer satisfaction in construction is a complex phenomenon in which various factors have a different impact on the quality as perceived by the customer. Management and factors related to skills have a different impact on the factors describing the end result and methods of the project. According to this study, the contractor's ability to cooperate is divided into two directions: managing changes and communication. The result emphasises the significance of communication in project production. In order to improve their level of service, the contractors should focus on developing and improving their central processes. With regard to customer satisfaction, this stresses the significance of the entire selection of services and products the contractor offers. Originality/value – Customer satisfaction has become a significant tool for measuring performance alongside the traditional, harder measurement tools. Although the demands of customer‐orientation and customer satisfaction have been acknowledged in the field, little attention has been paid to development of customer satisfaction and the factors involved.

Journal

Journal of Facilities ManagementEmerald Publishing

Published: May 1, 2009

Keywords: Customer satisfaction; Performance measures; Construction industry; Customer relations; Customer services quality

References

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