An instrument for measuring customer perceived service quality in housing construction

Forsythe, PJ

An instrument for measuring customer perceived service quality in housing construction

Forsythe, PJ

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Publisher:: University of Newcastle
Publication Type:: Conference Proceeding
Citation:: Building across borders CIB W092 Procurement Systems, 2007, pp. 149 - 158
Issue Date:: 2007-01

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Field	Value	Language
dc.contributor.author	Forsythe, PJ https://orcid.org/0000-0002-0997-9118	en_US
dc.contributor.editor	Forsythe, P	en_US
dc.date	2007-09-23	en_US
dc.date.issued	2007-01	en_US
dc.identifier.citation	Building across borders CIB W092 Procurement Systems, 2007, pp. 149 - 158	en_US
dc.identifier.uri	http://hdl.handle.net/10453/11286
dc.description.abstract	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.	en_US
dc.publisher	University of Newcastle	en_US
dc.relation.ispartof	Building across borders CIB W092 Procurement Systems	en_US
dc.relation.ispartof	International Council for Research and Innovation in Building and Construction (CIB) Meetings, Workshops, Symposia, Conferences	en_US
dc.title	An instrument for measuring customer perceived service quality in housing construction	en_US
dc.type	Conference Proceeding
utslib.location	Newcastle	en_US
utslib.location.activity	Hunter Valley, NSW	en_US
utslib.for	120201 Building Construction Management and Project Planning	en_US
dc.location.activity	Hunter Valley, NSW	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/e-Press
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building/School of Built Environment
pubs.organisational-group	/University of Technology Sydney/Strength - CCDP - Contemporary Design Practice
utslib.copyright.status	closed_access
pubs.consider-herdc	false	en_US
pubs.place-of-publication	Newcastle	en_US
pubs.start-date	2007-09-23	en_US

Abstract:

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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http://hdl.handle.net/10453/11286