An instrument for measuring customer perceived service quality in housing construction

University of Newcastle
Publication Type:
Conference Proceeding
Building across borders CIB W092 Procurement Systems, 2007, pp. 149 - 158
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The concept of service quality evolved because of difficulties in applying product quality concepts to services. Construction offers an interesting scenario for studying service quality because it is a central feature in a means to an end process of procuring a physical end product. The paper posits that service quality is likely to be important to non-professional and technically inexperienced customers such as those that occur in detached housing construction. As a result, the paper focuses on developing a means of measuring service quality. The SERVQUAL survey instrument as developed in the marketing discipline - is used as basis for development. This instrument has undergone considerable peer review which has served as a validation process. The ultimate result offers a base instrument with guidelines for modification and adoption to suit individual industry applications. A survey of 51 customers was undertaken to determine additions, adjustments and changes to SERVQUAL, to suit the housing construction service setting. From this work, the study proposes a new hybrid instrument referred to as BUILDSERV and a proposed regime for its administration to customers in the housing construction sector.
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