Sami Kärnä
Helsinki University of Technology
Construction Economics and Management,
FI-02015 HUT, Finland
(2004)
Helsinki University of Technology
Construction Economics and Management,
FI-02015 HUT, Finland
(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.
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
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.
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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