Construction Product/Service and Customer Satisfaction

Abstract

Construction has typically been viewed as a production process, with the product being the completed facility. In addition to providing this product, contractors also provide service. Construction is examined in terms of the service product, service delivery, and service environment. The concept of service encounters is examined in the context of perceived quality and customer satisfaction. Determinants of service quality are analyzed in terms of how they influence perceived quality. The relationship between the criteria used by customers in choosing suppliers and the factors driving satisfaction are examined, and results of two studies of factors involved in contractor selection and satisfaction are reviewed. These factors are the contractor-customer relationship, the contractor's project management skills, the contractor's safety performance, whether the contractor has a prepared/skilled workforce, and the cost of the work.