Torbica, Z M and Stroh, R C (1999) Impact of total quality management on home-buyer satisfaction. Journal of Construction Engineering and Management, 125(3), pp. 198-203. ISSN 0733-9364
Abstract
Providing superior quality and keeping customers satisfied are rapidly becoming the ways construction companies differentiate themselves from competitors. Many companies are, however, frustrated in their efforts to improve quality and customer satisfaction through the implementation of total quality management (TQM). The primary objective of this study was to increase understanding of how TQM affects home-buyer satisfaction. For the first time an empirical study has confirmed that implementation of TQM is positively associated with home-buyer satisfaction. Supplier quality management has emerged as the most important factor in shaping home-buyer satisfaction, but it is the area in which home builders do not practice extensively.
| Item Type: | Article |
|---|---|
| Index terms: | total quality management, construction company, builder, empirical study, customer satisfaction, quality management, implementation, becoming, satisfaction |
| Subjects: | project delivery, evaluation methods, contractual arrangements, practitioner, organization, quality assurance, philosophical process, service delivery, research methods |
| Topics: | Quality Management, Business Strategy, Project Management, Research Practice, Roles and Professions, Stakeholder Management, Procurement |
| Descriptive scope: | 3 PCA |
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