Service quality and product quality in housing refurbishment

Abstract

The significance of the quality of work in the construction industry has been highlighted in recent years. Nevertheless, it is unusual to find that housing refurbishment projects have been undertaken with a clear emphasis on the service provided for tenants. To assess the scope for tenant satisfaction in the refurbishment industry, an empirical study has been undertaken in an attempt to identify principles which have implications for housing refurbishment. The relationship between service quality, product quality, tenant satisfaction and employee satisfaction is emphasised in the study. The investigation concerns refurbishment of two multi‐family housing estates in Sweden, owned by a semi‐public housing association. Statistical analysis of questionnaire responses from tenants indicates that there is a strong link between meeting the customers’ expectations and contractor reputation. Furthermore, the analysis reveals a strong belief among the workers that quality of work is essential. Conclusions outline the practical implications of these findings.

Citation

Holm, M.G. (2000), "Service quality and product quality in housing refurbishment", International Journal of Quality & Reliability Management, Vol. 17 No. 4/5, pp. 527-540. https://doi.org/10.1108/02656710010298562