Customer Satisfaction in Construction

Sami Karna1, Juha-Matti Junnonen2 & Jouko Kankainen3

1Researcher, Construction Economics and Management, Helsinki University ofTechnology, P.O. Box 2100, Finland, Phone +358 9 451 5034, sami.karna@hut.fi
2Research Manager, Construction Economics and Management, Helsinki University of Technology, P.O. Box 2100, Finland, Phone +358 9 451 3745,juha-matti.junnonen@hut.fi
3Professor, Construction Economics and Management, Helsinki University of Technology, P.O. Box 2100, Finland, Phone +358 9 451 3742,jouko.kankainen@hut.fi

Abstract

Customer satisfaction can be seen either as a goal or as a measurement tool in the development of construction quality. This paper examines empirically performance of Finnish construction companies measured according to the degree of customer satisfaction as perceived by customers themselves. The purpose of the study is to explore empirically the clients' main satisfaction/dissatisfaction factors. Empirical data is gathered from nearly 400 construction projects in Finland. The views of customer with respect to the performance of contractors are measured using five factors; quality assurance and handover, environment and safety at work, co-operation, personnel, site supervision and subcontracting. Several implications regarding customer satisfaction were drawn from the findings of the research. Customers were typically satisfied with the contractor's abilities to co-operate and the skills of contractor's workers and supervisors. In contrast, low satisfaction could be found for the items related to quality assurance and handover procedures and material. The common feature for the areas of low satisfaction items is that they come out in later phases of the construction project. In generally, the quality of contracted work and of overall service level have an effect on general satisfaction.

Keywords

Performance measurement, customer satisfaction, quality, construction.

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Reference

Karna, S. , Junnonen, J. & Kankainen, J. 2004, 'Customer Satisfaction in Construction' In:, Bertelsen, S. & Formoso, C.T., 12th Annual Conference of the International Group for Lean Construction. Helsingør, Denmark, 3-5 Aug 2004.

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