CUSTOMER SATISFACTION IN CONSTRUCTION - .NET …

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CUSTOMER SATISFACTION IN CONSTRUCTION . Sami Karna\ Juha-Matti Junnonen2 , and Jouko Kankainen3. 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.

of construction services, prospective users and other interest groups. In this paper, customer ... traditional accounting measures of economic returns. Their findings emphasise that firms, ... contractor is the opportunity to remain a customer's potential partner in the future. However,

  Construction, Accounting, Contractor, Prospective