Delgado-Hernández, D J and Palacios-Navarro, U J (2024) A Bayesian network for selecting improvement management tools to increase customer satisfaction in the construction industry: Case study of Mexico. Engineering, Construction and Architectural Management, 31(7), pp. 2900-2915. ISSN 0969-9988
Abstract
Purpose: The use of improvement tools in the construction sector has shown to be an important determinant of quality. Companies endeavoring to enhance their daily practices require assistance, evidence, standards, frameworks and quantitative models from existing experts to help them set out for the road. This paper is aimed to assist construction managers in the selection of tools to increase customer satisfaction. Design/methodology/approach: This piece of research is based on the results of a previous empirical study on the use, within a sample of Mexican firms, of a set of more than 30 tools. It then proposes a Bayesian network (BN) to select them. By analyzing the variables under study, it is possible to establish their interaction and dependencies. The resultant BN comprises 24 nodes, and it is useful for choosing some tools that help to increase customer satisfaction. Findings: Customers and their needs now have become more complicated and harder to meet than in the past. Then, the use of improvement tools that put quality at the heart of the management strategies is crucial for achieving customer satisfaction. In order to reduce prices, keep product quality and meet delivery times, these tools should be used on a daily basis. Along this line of thought, the overall results from the hypothetical scenarios explored in this were positive, reflecting the relevance of the proposed model. In particular, the use of tools for gathering customer needs, the utilization of technology and the implementation of a quality department are relevant for increasing customer satisfaction in the sector. Research limitations/implications: The sample size could be further expanded. The customer satisfaction dimensions could be enhanced. Practical implications: While the sample in which the investigation is based could be expanded along with the number of variables and their states, the BN can help practitioners in the global construction industry to improve their quality practices, to foster loyalty and to grow revenues. Originality/value: Most of the research reported in the area of continuous improvement in construction focuses on qualitative considerations, and it is still scarce in terms of developing mathematical models for selecting existing tools and, ultimately, satisfying customer’s requirements. This investigation is aimed to bridge this gap in the literature.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Bayesian network; construction projects; improvement management tools; Mexico; total quality management |
| Index terms: | sample size, continuous improvement, product quality, bayesian network, management strategy, case study, dimension, construction industry, heart, determinant, implementation, interaction, global construction, delivery time, empirical study, investigation, customer satisfaction, revenue, Mexico, total quality management, mathematical model, construction sector, construction project, methodology, evidence, construction manager, practitioner |
| Subjects: | evaluation methods, economic analysis, health monitoring assessment and metrics, contractual arrangements, practitioner, mathematical modelling, research design and methodology, evaluation and assessment methods, data collection methods, strategic management, profession, risk assessment, behavioral psychology, time analysis, quality assurance, industry analysis, probabilistic model, production management, service delivery, Geography, research methods, medical science and clinical practice, management, performance measurement |
| Topics: | Risk Management, Roles and Professions, Stakeholder Management, Procurement, Health and Safety, Business Strategy, Research Practice, Geographical Context, Project Management, Time Control, Digital Applications, International Construction, Quality Management |
| Descriptive scope: | 5 PCTEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here