Redirigiendo al acceso original de articulo en 17 segundos...
ARTÍCULO
TITULO

Modelling Customers? Perception of the Quality of Services Provided by Builders: A Case of Victoria, Australia

Argaw Gurmu    
Anna Galluzzo    
John Kite    

Resumen

Consumer satisfaction is essential for quality assurance, business survival and economic prosperity. It can also be used as an indicator of the occurrence of defects in the houses delivered by builders. The objective of this study is to compare the quality of services provided by volume and small builders, and to develop a model for predicting the chance of occurrence of structural defects in houses. A list of home builders was obtained from Australia?s Housing Industry Association media release 2019. Thereafter, customer reviews of 10 volume builders and 107 small builders were obtained from publicly available data. Overall, 2336 reviews for volume-builders and 2037 reviews for small builders were analysed quantitatively. Further, using the scores provided by customers, the probability-based regression model for the structural integrity of residential buildings was developed. Generally, the research found that for volume-builders, customers have the highest satisfaction level for ?customer service? and the lowest satisfaction level for ?plumbing and waterproofing? work. However, for small builders, customers have the highest confidence in the ?structural integrity? of their buildings and the least confidence in projects ?timeliness?. Clients can use the stochastic-based model to predict the probability that a builder could deliver a house with low structural defects. The model showed that if a customer service score for a particular builder is less than 3.3, then there is a higher chance of having structural defects. This research contributes to the body of knowledge by developing and validating the logistic regression model that can be used as a tool to assess the quality of services provided by home builders. Moreover, the research provides useful information which can assist builders to improve the quality of services they provide.

 Artículos similares

       
 
Argaw Gurmu, Anna Galluzzo, John Kite    
Consumer satisfaction is essential for quality assurance, business survival and economic prosperity. It can also be used as an indicator of the occurrence of defects in the houses delivered by builders. The objective of this study is to compare the quali... ver más

 
Rana Saeed Al-Maroof, Noha Alnazzawi, Iman A. Akour, Kevin Ayoubi, Khadija Alhumaid, Nafla Mahdi AlAhbabi, Maryam Alnnaimi, Sarah Thabit, Raghad Alfaisal, Ahmad Aburayya and Said Salloum    
The purpose of this study is to investigate students? intention to continue using online learning platforms during face-to-face traditional classes in a way that is parallel to their usage during online virtual classes (during the pandemic). This investi... ver más
Revista: Informatics

 
Nana Yaw Oppong-Yeboah, Tae-Hyoung Tommy Gim     Pág. 71 - 92
Sustainable mobility is gaining increasing attention as it is seen as an approach to effectively reduce automobile travel and simultaneously encourage other modes of travel. To this end, it is imperative that scholars provide planners and policymakers wi... ver más

 
Li Peng, Tiantian Chen, Qiang Wang and Wei Deng    
Rapid industrialization and urbanization have brought dramatic changes to land use structure and layout but have caused several negative impacts on the ecosystem and environment. Increasing the supply of ecosystem services (ESs) in important ecological r... ver más

 
Sisi Zlatanova, Jinjin Yan, Yijing Wang, Abdoulaye Diakité, Umit Isikdag, George Sithole and Jack Barton    
In spatial science and urban applications, ?space" is presented by multiple disciplines as a notion referencing our living environment. Space is used as a general term to help understand particular characteristics of the environment. However, the definit... ver más