Classifying and clustering construction projects by customer satisfaction

Facilities

Volumn 27, Issue 9-10, 2009, Pages 387-398

  Kärnä, Sami ^a   Sorvala, Veli Matti ^a   Junnonen, Juha Matti ^a  

^a AALTO UNIVERSITY   (Finland)

Author keywords

Construction industry; Customer satisfaction; Customer services quality; Finland

Indexed keywords

EID: 70349647042     PISSN: 02632772     EISSN: None     Source Type: Journal    
DOI: 10.1108/02632770910969621     Document Type: Article

References (25)

1. Ahonen, A. (1993), "Customer-oriented renovation and modernization process for multi-storey apartment buildings", Vol. 123, Tampere University of Technology Publications, Tampere, dissertation.
2. Al-Momani, A.H. (2000), "Examining service quality within construction process", Technovation, Vol. 20, pp. 643-51.
3. Bprc (1999), "The construction industry key performance indicators", available at: Www.cbpp.org.uk/cbpp/themes/bm/KPIs/index.html.
4. Burns, A. and Bush, R. (2006), Marketing Research, 5th ed., Pearson Prentice-Hall, New York, NY.
5. Chan, A.P.C. and Chan, A.P.L. (2004), "Key performance indicators for measuring construction success", Benchmarking: An International Journal, Vol. 11, No. 2, pp. 203-21.
6. Chang, A.S. and Ibbs, C.W. (1998), "Development of consultant performance measures for design projects", Project Management Journal, Vol. 29, No. 2, pp. 39-54.
7. Dainty, A.R.J., Cheng, M. and More, D.R. (2003), "Redefining performance measures for construction project managers: An empirical evaluation", Construction Management and Economics, Vol. 21, pp. 209-18.
8. Egan, J. (1998), Rethinking Construction, Department of the Environment, Transport and Regions, London.
9. Eriksson, K. and Vaghukt, A.F. (2000), "Customer retention, purchasing behavior and relationship substance in professional services", Industrial Marketing Management, Vol. 29, pp. 363-72.
10. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), "The American customer satisfaction index: Nature, purpose, and findings", Journal of Marketing, Vol. 60, pp. 7-18.
11. Grönroos, C. (2000), Service Management and Marketing - A Customer Relationship Management Approach, 2nd ed., Wiley, New York, NY.
12. Holm, M.G. (2000), "Service quality and product quality in housing refurbishment", International Journal of Quality & Reliability Management, Vol. 17, pp. 527-40.
13. Homburg, C. and Rudolph, B. (2000), "Customer satisfaction in industrial markets: Dimensional and multiple role issues", Journal of Business Research, Vol. 52, pp. 15-33.
14. Kanji, G.K. and Wong, A. (1998), "Quality culture in the construction industry", Total Quality Management, Vol. 9, Nos 4/5, pp. 133-40.
15. Kärnä, S. (2004a), "Analysing customer satisfaction and quality in construction - the case of public and private customers", Nordic Journal of Surveying and Real Estate Research, Vol. 2, pp. 67-80, (special series).
16. Kärnä, S., Junnonen, J.M. and Kankainen, J. (2004b), "Customer satisfaction in construction", Proceedings of the 12th Annual Conference on Lean Construction, Helsingøv, pp. 476-88.
17. Latham, M. (1994), Constructing the Team: Final Report of the Government/Industry Review of Procurement and Contractual Arrangements in the UK Construction Industry, HMSO, London.
18. Love, P.E.D., Smith, J., Treloar, G.J. and Li, H. (2000), "Some empirical observations of service quality in construction", Engineering, Construction and Architectural Management, Vol. 7, No. 2, pp. 191-201.
19. Maloney, W.F. (2002), "Construction product/service and customer satisfaction", Journal of Construction Engineering and Management, pp. 522-9, November/December.
20. Ozaki, R. (2003), "Customer-focused approaches to innovation in housebuilding", Construction Management and Economics, Vol. 21, pp. 557-64.
21. Pinto, J.K. and Rouhiainen, P.J. (2001), Building Customer-based Project Organisation, Wiley, London.
22. Torbica, Z.M. and Stroh, R.C. (2001), "Customer satisfaction in home building", Journal of Construction Engineering and Management, pp. 82-6, January/February.
23. Woodruff, R.B. (1997), "Customer value: The next source for competitive advantage", Journal of the Academy of Marketing Sciences, Vol. 25, No. 2, pp. 139-53.
24. Xiao, H. and Proverbs, D. (2003), "Factors influencing contractor's performance: An international investigation", Engineering, Construction and Architectural Management, Vol. 10, No. 5, pp. 322-32.
25. Yasamis, F., Arditi, D. and Mohammadi, J. (2002), "Assessing contractor quality performance", Construction Management and Economics, Vol. 20, pp. 211-23.