Concepts and attributes of customer satisfaction in construction

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en Kärnä, Sami 2012-08-23T11:41:21Z 2012-08-23T11:41:21Z 2009
dc.identifier.isbn 978-952-248-133-7 (electronic)
dc.identifier.isbn 978-952-248-132-0 (printed) #8195;
dc.identifier.issn 1797-4844
dc.description.abstract The significance of customer satisfaction has increased in all fields of production. Due to tightened competition and more demanding customers, the importance of customer satisfaction is emphasised in construction as well, although few studies has been made so far. The objective of this study is to produce new information widely as regards customer satisfaction in construction and the factors affecting it and to discuss utilising and measuring the customer data in the multi-dimensional business environment of construction. The study consists of a summary and six independent articles. The study outlines a theoretical model of the relationship between the factors of customer satisfaction and examines the attributes of satisfaction. The study material was comprised of the extensive material of the Finnish Construction Quality Association (RALA) in which the customer evaluates the contractor's operations using 22 variables. Additionally, the study creates a model and framework for developing a feedback systematic for construction. Regarding the level of customer satisfaction, the negative factors appear towards the end of the project. It is well described by the fact that in less successful projects, all sectors of the project are seen as poor, and if a project succeeds in one sector, it is likely to succeed in another as well. What is noteworthy here is that co-operation and contractor's quality of services are not separate dimensions but intertwine with the central processes of construction. Moreover, direct and indirect relationships can be perceived between the factors of customer satisfaction. The study offers new perspectives of customer-centred development of construction. The most significant targets for development in practice are related to communication and handover methods of a construction project. By developing these methods, the constructor can eliminate factors causing dissatisfaction and improve their operations and customer orientation. en
dc.format.extent Verkkokirja (794 KB, 65 s.)
dc.format.mimetype application/pdf
dc.language.iso en en
dc.publisher Teknillinen korkeakoulu en
dc.relation.ispartofseries TKK structural engineering and building technology dissertations, 2 en
dc.relation.haspart [Publication 1]: Sami Kärnä. 2004. Analysing customer satisfaction and quality in construction – the case of public and private customers. Nordic Journal of Surveying and Real Estate Research, volume 2, Special Series: Current Research in Construction Economics and Management at the Helsinki University of Technology, pages 67-80. en
dc.relation.haspart [Publication 2]: Sami Kärnä and Juha-Matti Junnonen. 2006. Customer satisfaction comparisons with renovation and new construction. In: Tore I. Haugen, Anita Moum, and Jan Bröchner (editors). Changing User Demands on Buildings – Needs for Lifecycle Planning and Management. Proceedings of the CIB W70 Trondheim International Symposium. Trondheim, Norway. 12-14 June 2006. Trondheim, Norway. Norwegian University of Science and Technology. Pages 105-114. ISBN 82-7551-031-7. en
dc.relation.haspart [Publication 3]: Sami Kärnä, Veli-Matti Sorvala, and Juha-Matti Junnonen. 2009. Classifying and clustering construction projects by customer satisfaction. Facilities, volume 27, numbers 9-10, pages 387-398. en
dc.relation.haspart [Publication 4]: Sami Kärnä, Juha-Matti Junnonen, and Veli-Matti Sorvala. 2009. Modelling structure of customer satisfaction with construction. Journal of Facilities Management, volume 7, number 2, pages 111-127. en
dc.relation.haspart [Publication 5]: Sami Kärnä and Juha-Matti Junnonen. 2005. Project feedback as a tool for learning. In: Russell Kenley (editor). Proceedings of the 13th Annual Conference of the International Group for Lean Construction (IGLC 2005). Sydney, Australia. 19-21 July 2005. Sydney, Australia. International Group for Lean Construction. Pages 47-55. ISBN 18-7704-034-7. en
dc.relation.haspart [Publication 6]: Sami Kärnä, Juha-Matti Junnonen, and Mitri Häkkinen. 2009. Web-based feedback system for construction: features, demands and content. In: Edwin Dado, Reza Beheshti, and Khaldoun Zreik (editors). Innovations for Building and Construction: Towards a Better, Stronger and Sustainable Future Using Advanced ICT. Proceedings of the 12th EuropIA International Conference (EuropIA 12). Paris, France. 18-20 March 2009. Paris, France. Europia Productions. Pages 313-330. ISBN 978-2-909285-56-1. en
dc.subject.other Civil engineering en
dc.subject.other Economics en
dc.title Concepts and attributes of customer satisfaction in construction en
dc.type G5 Artikkeliväitöskirja fi
dc.contributor.department Rakenne- ja rakennustuotantotekniikan laitos fi
dc.subject.keyword customer satisfaction en
dc.subject.keyword construction en
dc.subject.keyword quality en
dc.subject.keyword success factors en
dc.subject.keyword project management en
dc.identifier.urn URN:ISBN:978-952-248-133-7
dc.type.dcmitype text en
dc.type.ontasot Väitöskirja (artikkeli) fi
dc.type.ontasot Doctoral dissertation (article-based) en

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