Torbica, Z M (1997) Total quality management and customer satisfaction in homebuilding. PhD thesis, University of Florida, USA.
Abstract
With most markets declining in recent years, the construction industry has become substantially more competitive and higher-risk. Providing superior quality and keeping customers satisfied are rapidly becoming the ways 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). They question the link between TQM effort and economic returns and competitiveness. The two primary objectives of this study were (1) to establish a reliable and valid instrument for measuring home-buyer satisfaction and (2) to increase understanding of how Total Quality Management affects home-buyer satisfaction. Two separate surveys were conducted. First, a survey about TQM practice in home building was conducted using data collected from 16 medium to large residential companies located in Florida. Second, data were collected from the home buyers of the participating companies regarding their levels of satisfaction. Based on thorough examination of the literature, a model was proposed describing home-buyer satisfaction as a three-dimensional composite of satisfaction with design, house, and service. An instrument for measuring home-buyer satisfaction, called HOMBSAT, was developed and tested. The instrument was shown to be reliable and valid. This study resulted in new insights regarding TQM and home-buyer satisfaction. All three dimensions of home-buyer satisfaction were found to be significant predictors of overall home-buyer satisfaction. Service emerged as the most important component in shaping the overall home-buyer satisfaction. However, service was the area in which home builders demonstrated the poorest performance. The implication is that service is the area with greatest potential for competitive advantage. It can have a far-reaching positive influence on the home-buyer satisfaction. For the first time an empirical study has confirmed that implementation of TQM is positively associated with home-buyer satisfaction. This result is especially interesting after the recent critique of effectiveness of TQM initiatives. It was shown that 31% of the variance in company home-buyer satisfaction (SATIS) is explained by the total company TQM score (TOTALTQM). Supplier Quality Management has emerged as the most important factor in shaping all three aspects of home-buyer satisfaction, and yet, it is the area which home builders do not practice extensively.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | competitive advantage; competitiveness; markets; quality management; residential; supplier; total quality management |
| Index terms: | total quality management, builder, survey, empirical study, competitiveness, effectiveness, customer satisfaction, markets, dimension, implementation, home building, construction industry, quality management, competitive advantage, variance, satisfaction, becoming, composite, critique |
| Subjects: | data collection methods, project delivery, health monitoring assessment and metrics, evaluation methods, service delivery, performance management, industry analysis, measurement and scaling, materials science, practitioner, evaluation and assessment methods, construction type, contractual arrangements, economic analysis, research methods, philosophical process, quality assurance, market analysis |
| Topics: | Quality Management, Procurement, Project Management, Health and Safety, Construction Technology, Roles and Professions, Stakeholder Management, Construction Materials, Research Practice, Business Strategy |
| 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