Modelling structure of customer satisfaction with construction

Abstract

Purpose

The purpose of this paper is to build a tested model and framework for describing the structure and factors influencing customer satisfaction in the construction industry.

Design/methodology/approach

The paper introduces a structural equation model illustrating the interdependencies of the factors influencing customer satisfaction. Data for the model are based on 831 assessments obtained from project customers with regard to the successfulness of the project.

Findings

The results show that customer satisfaction in construction is a complex phenomenon in which various factors have a different impact on the quality as perceived by the customer. Management and factors related to skills have a different impact on the factors describing the end result and methods of the project. According to this study, the contractor's ability to cooperate is divided into two directions: managing changes and communication. The result emphasises the significance of communication in project production. In order to improve their level of service, the contractors should focus on developing and improving their central processes. With regard to customer satisfaction, this stresses the significance of the entire selection of services and products the contractor offers.

Originality/value

Customer satisfaction has become a significant tool for measuring performance alongside the traditional, harder measurement tools. Although the demands of customer‐orientation and customer satisfaction have been acknowledged in the field, little attention has been paid to development of customer satisfaction and the factors involved.

Citation

Kärnä, S., Junnonen, J. and Sorvala, V. (2009), "Modelling structure of customer satisfaction with construction", Journal of Facilities Management, Vol. 7 No. 2, pp. 111-127. https://doi.org/10.1108/14725960910952505