Analysing customer satisfaction and quality in construction – the case of public and private customers

Authors

• Sami Kärnä

Keywords:

construction quality, customer satisfaction, project management

Abstract

Improving quality and customer satisfaction has received considerable attention in recent years. This study examines construction in terms of customer satisfaction and quality. A framework is developed to evaluate the dynamics of customer satisfaction and quality. An empirical analysis is conducted to explore customer satisfaction in construction as perceived by two customer groups: public and private customers. Results indicate that the need for contractors to improve performance relates mostly to quality assurance, handover procedures and material. Public customers were found to be less satisfied with the contractor’s performance than private customers. For a contractor, the main benefit of high customer satisfaction is the opportunity to remain a customer’s potential partner in the future.