Torbica, Ž M and Stroh, R C (2001) Customer satisfaction in home building. Journal of Construction Engineering and Management, 127(1), pp. 82-86. ISSN 0733-9364
Abstract
To successfully compete in the long term, a company must be sure current customers are satisfied. Providing superior quality and keeping customers satisfied are rapidly becoming the ways companies differentiate themselves from competitors. This study examines empirically home builders' performance as measured by the degree of home buyers' satisfaction. Sixteen Florida-based home builders agreed to participate in the study and to allow contact with their recent home buyers. Nearly 300 of these home buyers provided valuable input to the study. A model was proposed, describing home-buyer satisfaction as a three-dimensional composite of satisfaction with house design, house quality, and service. All three dimensions were found to be significant predictors of overall home-buyer satisfaction. Service emerged as the most important component in shaping the overall satisfaction. However, service was the area in which home builders demonstrated the poorest performance. The study results suggest that service deserves the most attention. It can have a far-reaching positive influence on home-buyer satisfaction.
| Item Type: | Article |
|---|---|
| Index terms: | customer satisfaction, house design, becoming, dimension, composite, home building, builder, satisfaction |
| Subjects: | service delivery, practitioner, design process, construction type, health monitoring assessment and metrics, philosophical process, materials science, project delivery |
| Topics: | Project Management, Design Practice, Stakeholder Management, Research Practice, Construction Technology, Health and Safety, Roles and Professions, Construction Materials |
| Descriptive scope: | 2 PC |
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