Contingency services of residential contractors during the service delivery process and the impact on customer satisfaction in Myanmar | |
| Author | Aye Myint Thu |
| Call Number | AIT Thesis no.CM-19-19 |
| Subject(s) | Contractors--Competitions--Myanmar Construction contracts--Myanmar--Management |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering in Construction, Engineering and Infrastructure Management |
| Publisher | Asian Institute of Technology |
| Abstract | In present days, the competition for the residential contractors in Myanmar is very high. Especially, for the luxury sing-family house building contractors, the competition trend is continuously increasing. These contractors are also considering their business sustainability among their competitors. As a result, they become focus on the contingency services as a strategy of the firm to make themselves uniqueness and to attract the potential customers. Customer satisfaction is the key for the company sustainability and profit growth. It will lead to customer retention for the old customers and recommendations for the new customers. Therefore, this research is studying about the contingency services of the luxury single-family residential contractors in Myanmar. The aim of this study is to identify the contingency services of the residential contractors in Myanmar in practice. Then it investigates the contingency services and their impacts on customer satisfaction. In this investigation section, there are three parts: 1) descriptive analysis, 2) overall ranking and group ranking for the contingency service practice and impact on customer satisfaction in Myanmar and 3) comparing the differences between Yangon and Mandalay for their contingency service practices and the impact on customer satisfaction. Finally, this research will propose the recommendation to improve the contingency services of residential contractors during their service deliver process according to their practices and impact on customer satisfaction in Yangon and Mandalay. |
| Year | 2019 |
| 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) | Chotchai Charoenngam; |
| Examination Committee(s) | Hadikusumo, Bonaventura H.W.;Santoso, Djoen San; |
| Scholarship Donor(s) | Loom Nam Khong Pijai (Greater Mekong Subregion) Scholarships; |
| Degree | Thesis (M. Eng.) - Asian Institute of Technology, 2019 |