Win, C C M T; Dodanwala, T C and Santoso, D S (2025) Synthesizing customer satisfaction and loyalty through contractors' service quality and brand image. Engineering, Construction and Architectural Management, 32(11), pp. 7887-7906. ISSN 0969-9988
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | brand image; construction industry; customer loyalty; customer satisfaction; service quality |
| Index terms: | service quality, customer satisfaction, construction industry |
| Subjects: | industry analysis, service delivery, performance measurement |
| Topics: | Stakeholder Management, Research Practice, Quality Management |
| Descriptive scope: | 2 CT |
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