Relationship between service quality and customer satisfaction in a material supply company in construction project | |
| Author | Pham Duc Tai |
| Call Number | AIT Proj. no.MPM-CM-16-01 |
| Subject(s) | Relationship quality Construction projects--Quality control |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering (Professional) in Construction Engineering and Infrastructure Management, School of Engineering and Technology |
| Publisher | Asian Institute of Technology |
| Series Statement | Project ; no. MPM-CM-16-01 |
| Abstract | Customer satisfaction is one of many important factors in determining a company’s success, thus this paper focuses on the relationship betwee n service quality and customer satisfaction in a material supply company. The aims of this research are to identify and evaluate such connection and measure customer satisfaction, which can then be used to assess a company’s iii quality of service and recommen d necessaries improvements. In order to measure customer satisfaction, first is to review the service practices provided by the service provider and measure customer satisfaction using a customer perception survey. The approach for this survey is by collec ting data using a quantitative method and through a questionnaire designed base on the five dimensions of SERVQUAL model, tangibility, reliability, responsiveness, assurance, and empathy. At this stage, the 22 original statements are rephrased to increase suitability and measuring customer satisfaction more accurately of the case study. The data will be analyzed and calculated for Gap Scores, where positive and negative answers will dictate the level of customer satisfaction. Moreover, base on the findings, recommendations and proposed framework for this service provider can be made in order to improve service quality and customer satisfaction. |
| Year | 2016 |
| Corresponding Series Added Entry | Asian Institute of Technology. Project ; no. MPM-CM-16-01 |
| Type | Project |
| School | School of Engineering and Technology (SET) |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Construction Engineering and Infrastructure Management (Professional Master) (MPM-CM) |
| Chairperson(s) | Hadikusumo, Bonaventura H. W.; |
| Examination Committee(s) | Chotchai Charoenngam;Santi Charoenpornpattana; |
| Degree | Project (M. Eng.) - Asian Institute of Technology, 2016 |