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CUSTOMER SATISFACTION IN CONSTRUCTION

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.

projects organizations and collaborative relationships often are of a 'one-off' nature. In construction, the relationship between client and contractor constitutes a multilevel complex in which parties operate simultaneously and collaborate with in-groups of networks.

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ENABLERS FOR CONCURRENT ENGINEERING IN …

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