An international index for customer satisfaction in the construction industry

Abstract

In a competitive business environment, like construction, achieving customer satisfaction has been identified as a key measure for the success of construction projects and an effective tool for sustaining competitive advantage. This perspective emerges from the crucial role played by customers as the core of the construction industry and a driving force for improvement. Traditionally, customers are excluded from the design and construction process and decisions are made on their behalf. Organizations which fail to take account of their customers' needs and satisfaction encounter the risk of losing their customers. In spite of the contribution of the national customer satisfaction barometers and indices that have been developed worldwide, these have their own limitations and shortcomings that hinder their adoption and application globally. Hence, this paper aims to develop an international index of customer satisfaction in the construction industry. To achieve this aim, a research methodology consisting of a literature review, case studies and a survey questionnaire was designed to accomplish four objectives. Firstly, the literature review is used to investigate the concept of customer satisfaction and identify the drivers that lead to customer satisfaction in the construction industry. Secondly, 30 case studies are collected and analysed to validate the drivers identified in literature review and add new insights. Thirdly, the identified drivers are classified into two categories based on the different phases of the project life cycle and the construction industry's contribution as product-related and/or service-related drivers. Finally, an international survey questionnaire is conducted with a sample of members of the Co-operative Network for Building Researchers (CNBR) to quantify the identified drivers and define the most important ones. The International Index for Customer Satisfaction in Construction (IICSiC), developed from this research, represents a synthesis that is novel and creative in thought and adds value to the knowledge in a manner that has not previously been found in construction literature.

The construction client satisfaction model: a PLS-SEM approach

“…Operations and maintenance, training in complex building systems, financial engineering and facility management are some of the services required of construction companies. Along with the project cost, schedule and quality, construction client satisfaction is one of the significant elements measuring the success of any contractor in the construction industry (Othman 2015). Even though it is mostly applied in other industries, the adoption of the service quality and client satisfaction approach for companies offering design and build services is vital for better differentiation between competitors (Preece, Tarawneh 1997).…”

A Framework for Buyers’ House Selection Criteria vs. Post-Occupancy Residential Satisfaction Levels in North Cyprus

“…Ozaki (2003) has done an analysis of customer satisfaction concept in the service industry and identified three key aspects for housebuilding industry, which were good service, customized house design on top of quality products and good information flow. Othman (2015) aims to develop an international index for customer satisfaction in the construction industry. Zang et al (2018) suggest that all the house-related characteristics utilized in the analysis have significantly positive effects on people's housing satisfaction, however only ownership and house size play important roles in overall happiness.…”

“…In today's competitive markets, clients have choice since more players are competing for the same market (Egemen & Mohamed, 2006). Achieving client satisfaction in the market has been identified as a key measure for success and an effective tool for sustaining competitive advantage (Othman, 2015). Kotler and Keller (2006) defines satisfaction as 'a person's feeling of pleasure or disappointment resulting from comparing a product's perceived performance or outcome in relation to his or her expectations.…”

“…Kotler and Keller (2006) defines satisfaction as 'a person's feeling of pleasure or disappointment resulting from comparing a product's perceived performance or outcome in relation to his or her expectations. Othman (2015) discusses that client satisfaction's use as a criterion for measuring project success and gaining competitive advantage is at an early evolutionary stage in construction.…”

A comunicação dos requisitos de desempenho ao consumidor do mercado imobiliário

“…A qualidade da construção foi considerada importante para os consumidores respondentes na pesquisa, e está relacionado à forma de como a edificação está em conformidade com as especificações técnicas e, também foi considerada nas pesquisas de Othman (2015) e Mulliner e Algrnas (2018).…”