Modelling of owner‐occupiers' perception of small‐scale maintenance builders' performance expectation – Part I

Kangwa, Joseph; Olubodun, Femi

doi:10.1108/02630800410563732

Cited by 6 publications

(7 citation statements)

References 8 publications

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“…The study has established consensus on the identification of ten attributes that homeowners identify as setbacks and barriers to the qualities or standards observed from builders in the home maintenance sector. This implies that the Obmas contrast to the expected builder‐maintenance attributes‐Xbmas[2], which formed detailed examination in part I (Kangwa and Olubodun, 2004). The implication of this is show in Figure 4, which is a conceptual model of the gap between “statutory‐standards”, and the “prevailing standards” with the latter being a constituent of the three conceptual standards shown in Figure 4.…”

Section: Discussionmentioning

confidence: 99%

Modelling of owner‐occupiers' perception of small‐scale maintenance builders' performance – part II

Kangwa

Olubodun

2004

Structural Survey

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This paper sets out to explore and detect underlying causes to increasing uncertainty and lack of transparency in the home maintenance sector. The study gives an account of owner‐occupiers' experience on the standards of work they encounter with small‐scale domestic traders. Part I, in a previous issue, focused on the consensus ranking of 13 building maintenance standards or attributes that owner‐occupiers expect from builders (Xbmas) while part II focuses on the contrast between expectations and the actual maintenance setbacks observed from builders (Obmas) and which are a source of displeasure among owner‐occupiers. The application of nonparametric statistical techniques enabled the study to detect consensus on what defines expectations and how these differ from observed standards. An understanding of this disparity could be essential information for existing builders, new entrants into the home maintenance sector and inform housing regeneration professionals and agencies involved in the architecture and management of schemes for small‐scale builders.

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Section: Discussionmentioning

confidence: 99%

Modelling of owner‐occupiers' perception of small‐scale maintenance builders' performance – part II

Kangwa

Olubodun

2004

Structural Survey

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“…This is highly significant in the residential sector in New Zealand, because new home owners' mostly source house developers through friends and families. Kangwa and Olubodun (2004) affirm that the main concerns in their relationships relate to issues of accountability, reliability and attention to whether house developers have a caring approach to their work and are able to do so with significant loyalty to their customers.…”

Section: Concluding Statementsmentioning

confidence: 94%

“…To the house developer such cordial relationships build repeat business, creates positive word-of-mouth and overall increase in sales. Word-of-mouth recommendations remain the most reliable method for creating reliable networks for reputable house developers (Kangwa and Olubodun, 2004).…”

Section: Brief Review Of Literature Determinants Of Cordialitymentioning

confidence: 99%

“…The value package must meet both stated and implied expectations of home owners. Experiences and perceptions of owner-occupiers, defines a highly reputable developer (Kangwa and Olubodun, 2004). Kangwa and Olubodun (2004) go further to explain that the main concerns relate to issues of accountability, reliability and attention to home owners' needs; and whether developers have a caring approach to work and are able to do so with distinct loyalty to their customers.…”

Section: Brief Review Of Literature Determinants Of Cordialitymentioning

confidence: 99%

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Home owners and developers relationships: exploring the cordiality factor

2015

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Purpose – The cordiality of the relationship between home owners and house developers is significant in the house building sector. This plays a key role in meeting needs, expectations and overall satisfaction. Home owners’ satisfactions are very often dependent on their encounters and experiences with the building organisations they deal with. The purpose of this paper is to explore home owners’ satisfaction to the quality of their new homes by investigating the relationships between them and their house developers when they take possession of their properties. Design/methodology/approach – Two distinct lines of investigation were conducted, with the first utilising mail questionnaires administered to new home owners. The second involved interviews with house building developers. Both investigations cover five main regions in New Zealand. However, this study reports the mail questionnaire survey. The data analysis is based on 216 new home owners, and the results presented using descriptive and correlation analysis. Findings – This research found that the higher the home owner’s satisfaction with the services provided by the developers, the better the relationship that could exist between them. In addition, the longer it takes for developers to rectify defects that are reported by home owners, the lesser the cordiality of their relationship with their developers. It is also evident from this study that home owners’ relationships with their house developers could be sensitive to the extent of defects in their homes. While it is apparent from this research that new home owners satisfaction level is high, some improvement opportunities exist, which the study highlights for continuous performance improvement. This will enable the residential construction sector to establish more aggressive and pro-active measures of monitoring to the satisfaction of home owners. Practical implications – This research provides insight into significant factors that could influence the relationship between home owners and their house developers. The study provides information on changes required in the quality culture that could enable house developers do it once and do it right. Originality/value – The originality of this research lies in the provision of a wealth of information on cordiality as a key determinant of home owners and house developers’ relationships. This will enable house developers to set realistic performance standards and focus efforts where they are most needed so that home owners derive satisfaction from the quality of service offered by them.

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“…Many proponents for a rational housing regeneration agenda also recognise the efficacy of pro‐maintenance and refurbishment themes as being critical to the treatment of housing, more so in areas that are polarised with pockets of poor and badly neglected housing. Yet still, at the owner‐occupier level, repair and maintenance actions among owner‐occupiers are expressively improvement and refurbishment‐led both in scope and character (Kangwa and Olubodun, 2003a; 2004a, b) DETR, 2000a ; Kangwa, 2005). It equally, notable from housing regeneration literature that, within the description of owner‐occupiers' maintenance decision process, ineffective diagnosis and prognosis of house defects is not only widespread (Kangwa and Olubodun, 2005) but chronic (Singh, 1994; Watt, 1999).…”

Section: Background To the Studymentioning

confidence: 99%

Improvement‐led home maintenance strategies and quality expectations

Kangwa

Olubodun²

2007

Structural Survey

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PurposeThis paper seeks to explore the satisfaction rating associated with the repair and maintenance of 34 most occurring house defects remedied by owner‐occupiers selected from a stratified random sample.Design/methodology/approachThe study targeted over 1,200 owner‐occupiers from 12 local authority wards; these were identified on the basis of the Ward Index of Multiple Deprivation. The sample also included some neighbourhoods recently designated for improvement under the Urban Renewal's Single Regeneration Budget initiative within the Northwest of England.FindingsThrough the use of nonparametric statistical techniques, the paper argues that owner‐occupiers' expectation of the quality of maintenance works is a derivative dichotomy of unrelated decision constructs: on the one hand is the prior knowledge of the severity of house defects which, in turn, impacts on the follow‐on repair strategies and maintenance quality expectations. On the other hand are the projected improvements as perceived in terms of the added value to a dwelling vis‐à‐vis the principal methods of remediation enshrined within the broader renewal initiatives.Originality/valueOverall, the results suggest that expectations on maintenance quality ought to be defined as owner‐occupiers' perception of desired standard of work relative to the projected market value of their property. The study further concludes that, when all the notable variations in the satisfaction rating on follow‐on maintenance strategies and expectations are considered together, it is the perceived increase in the value of a property – following improvement works under the urban renewal programme – that stands out as the main influencing criterion.

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Modelling of owner‐occupiers' perception of small‐scale maintenance builders' performance expectation – Part I

Cited by 6 publications

References 8 publications

Modelling of owner‐occupiers' perception of small‐scale maintenance builders' performance – part II

Modelling of owner‐occupiers' perception of small‐scale maintenance builders' performance – part II

Home owners and developers relationships: exploring the cordiality factor

Improvement‐led home maintenance strategies and quality expectations

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