Kärnä, S (2009) Concepts and attributes of customer satisfaction in construction. PhD thesis, Aalto University, Finland.
Abstract
The significance of customer satisfaction has increased in all fields of production. Due to tightened competition and more demanding customers, the importance of customer satisfaction is emphasised in construction as well, although few studies has been made so far. The objective of this study is to produce new information widely as regards customer satisfaction in construction and the factors affecting it and to discuss utilising and measuring the customer data in the multi-dimensional business environment of construction. The study consists of a summary and six independent articles. The study outlines a theoretical model of the relationship between the factors of customer satisfaction and examines the attributes of satisfaction. The study material was comprised of the extensive material of the Finnish Construction Quality Association (RALA) in which the customer evaluates the contractor’s operations using 22 variables. Additionally, the study creates a model and framework for developing a feedback systematic for construction. Regarding the level of customer satisfaction, the negative factors appear towards the end of the project. It is well described by the fact that in less successful projects, all sectors of the project are seen as poor, and if a project succeeds in one sector, it is likely to succeed in another as well. What is noteworthy here is that co-operation and contractor’s quality of services are not separate dimensions but intertwine with the central processes of construction. Moreover, direct and indirect relationships can be perceived between the factors of customer satisfaction. The study offers new perspectives of customer-centred development of construction. The most significant targets for development in practice are related to communication and handover methods of a construction project. By developing these methods, the constructor can eliminate factors causing dissatisfaction and improve their operations and customer orientation.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | customer satisfaction; construction; quality; success factors; project management |
| Index terms: | dimension, satisfaction, success factor, customer satisfaction, project management, construction quality, construction project, quality of service, competition |
| Subjects: | public and environmental health, quality assurance, market analysis, project management theory and practice, service delivery, production management, project delivery, health monitoring assessment and metrics |
| Topics: | Quality Management, Health and Safety, Project Management, Stakeholder Management, Research Practice |
| 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