Concepts and attributes of customer satisfaction in construction

The significance of customer satisfaction has increased in all fields of production. Due to tightened competition and more demanding customers, the importance of customer satisfaction is emphasised in construction as well, although few studies has been made so far. The objective of this study is to produce new information widely as regards customer satisfaction in construction and the factors affecting it and to discuss utilising and measuring the customer data in the multi-dimensional business environment of construction. The study consists of a summary and six independent articles. The study outlines a theoretical model of the relationship between the factors of customer satisfaction and examines the attributes of satisfaction. The study material was comprised of the extensive material of the Finnish Construction Quality Association (RALA) in which the customer evaluates the contractor’s operations using 22 variables. Additionally, the study creates a model and framework for developing a feedback systematic for construction. Regarding the level of customer satisfaction, the negative factors appear towards the end of the project. It is well described by the fact that in less successful projects, all sectors of the project are seen as poor, and if a project succeeds in one sector, it is likely to succeed in another as well. What is noteworthy here is that co-operation and contractor’s quality of services are not separate dimensions but intertwine with the central processes of construction. Moreover, direct and indirect relationships can be perceived between the factors of customer satisfaction. The study offers new perspectives of customer-centred development of construction. The most significant targets for development in practice are related to communication and handover methods of a construction project. By developing these methods, the constructor can eliminate factors causing dissatisfaction and improve their operations and customer orientation.