Structural equation models of service quality, customer satisfaction, and behavioral intention in small and medium construction projects in Thailand | |
| Author | Thanawat Phangchunun |
| Call Number | AIT Thesis no.CM-12-03 |
| Subject(s) | Customer satisfaction Construction projects--Management--Thailand |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering in Construction,Engineering and Infrastructure Management, School of Engineering and Technology |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. CM-12-03 |
| Abstract | The research focuses on structural equation models of service quality, customer satisfaction, and behavioral intentions in small and medium construction projects in Thailand. The main objective is to recommend service provider (considered as contractor) how to improve service quality in order to achieve higher customer satisfaction and behavioral intentions such a word-of-mouth recommendation, repurchase intention, and willingness to pay more. The design for this research is quantitative approach. At initial stage, the measurement items of service quality in small and medium construction project are developed from SERVQUAL and verifiedby expertswho are familiar in construction business with owner perspective.Twenty-three measurement items were remained inorder to assess service quality. The questionnaire was developed based on these items.A total of one hundred and thirty-nine respondents completed the questionnaire. Then, exploratory factor analysis (EFA) used to assess validity and reliability construct. Confirm factor analysis (CFA) is used to explain the relationship between service quality, customer satisfaction, and behavioral intentions. The findings presented that there are four dimensions of service quality construct in small and medium construction projects in Thailand which are Reliability, Responsiveness, Assurance, and Tangibles. Further results indicate that the direct effect of service quality on behavioral intentions is not significant. However, its indirect effect seems to be stronger driver for behavioral intentions as customer satisfaction acting a mediating role. Contractor in small and medium construction projectsare recommended to focus on dominant of service quality dimensions in order to improve customer satisfaction and acquire positive behavioral intentions. |
| Year | 2012 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. CM-12-03 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Construction Engineering and Infrastructure Management (CM) |
| Chairperson(s) | Hadikusumo, B.H.W.; |
| Examination Committee(s) | Chotchai Charoenngam;Sununta Siengthai; |
| Scholarship Donor(s) | Royal Thai Government Fellowship; |
| Degree | Thesis (M. Eng.) - Asian Institute of Technology, 2012 |