Journal of Construction Engineering and Project Management

Korea Institute of Construction Engineering and Management (한국건설관리학회)
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An International Index for Customer Satisfaction in the Construction Industry

  • Othman, Ayman Ahmed Ezzat (Architectural Engineering Department, Faculty of Engineering, The British University in Egypt (BUE))
  • Published : 2014.12.01
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Abstract

In a competitive business environment, like construction, achieving customer satisfaction has been identified as an important element for measuring project's success and sustaining competitive advantage. Traditionally, customers were expelled from the product development process. Little effort was done, in the past to identify the factors that lead to customer satisfaction and hence, use them for product improvement. Organizations that adopted that approach, encountered the risk of losing their customers. In construction, end-users of governmental housing projects were excluded from the design decision making process and accordingly, their requirements were not reflected in design. Although a number national customer satisfaction indices and barometers have been developed worldwide, they have their own limitations and shortcomings. This paper aims to develop an international index for customer satisfaction in the construction Industry. For the first time in construction literature, this research identified, validated and classified 45 drivers for achieving customer satisfaction in the construction industry.

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