IDEAS home Printed from https://ideas.repec.org/a/taf/conmgt/v25y2007i2p171-182.html
   My bibliography  Save this article

A conceptual framework for studying customer satisfaction in residential construction

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.tandfonline.com/doi/abs/10.1080/01446190600771439
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/01446190600771439?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.
    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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:conmgt:v:25:y:2007:i:2:p:171-182. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/RCME20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.