Article2009

Recurring quality issues in the UK private house building industry

46 citations0/0 files storedInternational Journal of Building Pathology and Adaptation

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Construction Project Management and Performance Construction Engineering and Safety

Abstract

Purpose This paper seeks to provide an examination of the UK private house building industry and its record of delivering to customers a quality end product. Design/methodology/approach The paper reviews the literature regarding quality and the perception of quality along with the problem of defining quality in relation to new private houses, and also includes the results from both qualitative and quantitative data collection from interviews and questionnaires with new home owners, showing the scope of the problem in the Northwest of England. The literature examines not only the private house building industry, but also other industries and their quality procedures. The paper then goes on to identify and analyse some of the possible reasons for the apparent lack of customer satisfaction with current UK private house builders and their products. Findings The industry must either find out for itself what it is that its customers want or take note of the current research. The author is of the opinion that it is not a major task to significantly improve the current customer satisfaction ratings and frequency of defects reported in new houses. The house builders need to establish a set of quality criteria that they can deliver to their customers on a consistent basis, they need to establish a robust management system that ensures that the tradespeople on site are aware of the quality criteria and that the company will accept no deviation from the agreed criteria. This would then ensure that the customer has a set of criteria on which to judge the level of quality delivered in the end product and not be allowed to make subjective assessments on non‐existing criteria. In short, the builder would then only have to work towards delivering one set of criteria instead of multiple criteria depending on the number of customers on each site. Originality/value This is currently an area that is under‐researched and thus this is original research.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 46 citations exist upstream.

References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1990Delivering quality service: balancing customer perceptions and expectations 1995Building the Learning Organization 1993Building a learning organization.1983Selected Determinants of Consumer Satisfaction and Complaint Reports 1985the Effect of Brand and Price Information on Subjective Product Evaluations

Cited by

2017Impacts of residential construction defects on customer satisfaction 2012The Relationship of Housing Defects, Occupants’ Satisfaction and Loyalty Behavior in Build-Then-Sell Houses 2016Detecting defects in the UK new-build housing sector: a learning perspective

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.