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Study of Customer Satisfaction with Living Conditions in New Apartment Buildings

Author

Listed:
  • Lepkova Natalija

    (Vilnius Gediminas Technical University, Vilnius, Lithuania)

  • Butkiene Egle

    (Financial group manager, JSC Cognizant Technology Solutions, Lithuania)

  • Bełej Miroslaw

    (University of Warmia and Mazury in Olsztyn, Poland)

Abstract

The article aims to analyze the Lithuanian housing market and to look into the satisfaction of people with living conditions in new apartment buildings on this market. The article presents the concept of customer satisfaction in construction and the criteria that define the quality of dwellings; the benefits, consequences, merits and demerits of the assessment of customer satisfaction are also named. A survey of customer satisfaction helped to evaluate the quality of dwellings according to their technical and functional parameters, as well as the degree of cooperation between customers and contractors/builders. The customer satisfaction index (CSI) and the degree of loyalty were calculated, and then a customer satisfaction matrix was built up.

Suggested Citation

  • Lepkova Natalija & Butkiene Egle & Bełej Miroslaw, 2016. "Study of Customer Satisfaction with Living Conditions in New Apartment Buildings," Real Estate Management and Valuation, Sciendo, vol. 24(3), pages 52-70, September.
    • Handle: RePEc:vrs:remava:v:24:y:2016:i:3:p:52-70:n:5
    DOI: 10.1515/remav-2016-0021
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    More about this item

    Keywords

    customer satisfaction index; construction quality; real estate market;
    All these keywords.

    JEL classification:

    • A10 - General Economics and Teaching - - General Economics - - - General
    • R29 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Household Analysis - - - Other
    • R30 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Real Estate Markets, Spatial Production Analysis, and Firm Location - - - General

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