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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. 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.

Customer satisfaction can be seen either as a goal or as a measurement tool in the development of construction quality. ... construction projects in Finland. The views of customer with respect to the performance of ... of the success of a company's quality improvement programme. According to Torbica and Stroh (2001), a quality improvement ...

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  Project, Measurement, Construction, Success, Construction project

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