Customer Satisfaction in Home Building

Torbica, Željko M.; Stroh, Robert C.

doi:10.1061/(asce)0733-9364(2001)127:1(82)

Cited by 109 publications

(84 citation statements)

References 7 publications

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“…The same concept has also been applied to improve occupant satisfaction by developing both the postoccupant evaluation (POE) (Liu, 1999) and total quality method (TQM) (Torbica and Stroh, 1999), with HOMBSAT being used to assess building quality, green building and the indoor environmental quality of a design (Torbica and Stroh, 2001). Measurement from a homebuyer perspective has also been used to investigate further the relationship between homebuilder service quality and homebuyer perceptions (Nahmens and Ikuma, 2009).…”

Section: Satisfaction Measurementmentioning

confidence: 99%

Determinants of contractor satisfaction

Masrom

Skitmore

Bridge

2013

Construction Management and Economics

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Performance in the construction industry is increasingly scrutinized as a result of the delays, cost overruns and poor quality of the indusuy's products and services. Increasingly, disputes, conflicts and mismatches of objectives among participants are contributory factors. Performance measurement approaches have been developed to overcome these problems. However, these approaches focus primarily on objective measures to the exclusion of subjective measures, particularly those concerning contractor satisfaction (Co-S). The contractor satisfaction model (CoSMo) developed here is intended to rethe situation. Data derived kom a questionnaire survey of 75 large contractors in Malaysia in respect of a key project are analysed to identify participant factors and their strength of relationship with Co-S dimensions. The results are presented in the form of eight regression equations. The outcome is a tool for use by project patticipants to provide a better understanding of how they, and the project, affect contractor satisfaction. The developed model sheds some light on a hitherto unknown aspect of construction management in providing an increased awareness of the importance of major Malaysian construction contractors' needs in the execution of successful projects.

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Section: Satisfaction Measurementmentioning

confidence: 99%

Determinants of contractor satisfaction

Masrom

Skitmore

Bridge

2013

Construction Management and Economics

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“…Nunnally (1978) demonstrated how combined scores were more valid and reliable than individual scores alone. The component score serves as an index of attitude towards a particular dimension of satisfaction under investigation (Torbica, 1997). The validity of the satisfaction measures were investigated via an assessment of their content, criterion-related and construct validity.…”

Section: Dimensions Of Contractor Satisfactionmentioning

confidence: 99%

“…Performance criteria that had their second highest loading within 0.10 of their highest ones were not used to define any dimension (i.e. deleted) (Torbica, 1997). This is because these criteria do not uniquely contribute to any dimension.…”

Section: Appendix A: Principal Component Analysis (Pca) Of Client Permentioning

confidence: 99%

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Modelling the satisfaction of contractors: the impact of client performance

Soetanto

Proverbs²

2002

Engineering, Construction and Architectural Management

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An assessment of the performance of UK clients on 55 'case projects' as considered by contractors is presented and used to develop models of contractors' satisfaction. Principal component analysis reveals five dimensions to contractor satisfaction, classified in thisunderstanding of their own needs', (iv) 'quality of clients' brief', and (v) 'financial aspects of performance'. Knowledge of these models should enable clients to perform better, which is conducive towards satisfactory participant performance and overall project performance. The models identify three key aspects of client performance that are found to significantly influence contractors' satisfaction levels, namely (i) the capability of the client's representative, (ii) the client's past performance and project management experience, and (iii) the financial soundness and reputation of the client. Additionally, the nature of the project and certain characteristics of contractors also influence satisfaction levels. The models demonstrated accurate predictive power and were found to be valid and robust. Clients could use the models to help improve their performance leading to more successful project implementation. This will also promote the development of harmonious working relationships within the construction project coalition.

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“…In addition, it is a producing process, which provides a completed product, service and satisfaction (Torbica, Stroh 2001). The management of construction is multi-dimensional and complex in every aspect: labour, capital, technique and service.…”

Section: Information Characteristics Of the Construction Industrymentioning

confidence: 99%

Utilizing Data Mining to Discover Knowledge in Construction Enterprise Performance Records/Utilizuotas Duomenų Kaupimas

Lee

Hsueh

Tseng

2008

Journal of Civil Engineering and Management

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Abstract. Although Data Mining (DM) has been applied extensively in information systems and identified as a crucial tool for automatic data analysis and enterprise knowledge inference, still the practicability of DM has been little explored in the construction industry in particular. This study is conducted using data from actual practice in the customer service department of the target enterprise. Starting with data preparation, decision tree analysis and domain knowledge inference, practical verification is performed and previously unknown knowledge is discovered. Two practical barriers to enterprise information mining are found: the separation of information among various information systems and lack of key information attributes. Hence, there is a significant limitation on practical information data mining to generate new information, and only with a proper information integration one can benefit from the potential practical application of DM.

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Customer Satisfaction in Home Building

Cited by 109 publications

References 7 publications

Determinants of contractor satisfaction

Determinants of contractor satisfaction

Modelling the satisfaction of contractors: the impact of client performance

Utilizing Data Mining to Discover Knowledge in Construction Enterprise Performance Records/Utilizuotas Duomenų Kaupimas

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