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A conceptual framework for studying customer satisfaction in residential construction

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  • Perry John Forsythe

Abstract

A conceptual framework for studying customer satisfaction in Australian residential construction is developed using marketing theory merged with construction concepts. The framework aims to act as a stepping stone for determining how empirical data from real residential construction situations and real customers, fits marketing theory. To this end, customer satisfaction is modelled as a gap between two constructs: pre-purchase expectations and purchase perceptions. A parallel marketing concept known as the purchase decision process is used to model identifiable inputs to the two constructs, thus creating the ability to model different customer profiles. The purchase decision process is adapted to suit residential construction and can be described as: housing needs recognition, search for tenders, evaluation of competing contractors, signing of contracts, progressive construction outcomes and practical completion outcomes. The first four contribute to pre-purchase expectations and the remainder to perceptions of what is actually provided. Service quality, product quality and price are modelled as features that manifest consistently during the purchase decision process and therefore in pre-purchase expectations and purchase perceptions, as well. Future research aims to develop a grounded model of customer satisfaction in residential construction.

Suggested Citation

  • Perry John Forsythe, 2007. "A conceptual framework for studying customer satisfaction in residential construction," Construction Management and Economics, Taylor & Francis Journals, vol. 25(2), pages 171-182.
    • Handle: RePEc:taf:conmgt:v:25:y:2007:i:2:p:171-182
    DOI: 10.1080/01446190600771439
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    Cited by:

    1. Shaohua Yang & Xingxing Chen & Xiaoli Shen, 2017. "An Exploratory Study of Customer Satisfaction with International Student Recruitment Agencies: A Case Study in New Zealand," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(11), pages 130-130, October.
    2. Berndt Lundgren, 2013. "Customer-perceived Value in Residential Developments: the Case of Hornsberg Strand, Sweden," International Real Estate Review, Global Social Science Institute, vol. 16(1), pages 1-27.
    3. Allan Cid & Pierre Blanchet & François Robichaud & Nsimba Kinuani, 2023. "A Sectorial Validation and Application of a Conceptual Framework for Creating a Brand Management Strategy," Businesses, MDPI, vol. 3(3), pages 1-17, July.

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