Client satisfaction in construction : a case study of the real estate business in Thailand | |
| Author | Nippitar Kheawkhamsaeng |
| Call Number | AIT Thesis no. ST-98-29 |
| Subject(s) | Real estate business--Thailand Construction industry--Thailand |
| Note | A thesis submitted in partial fulfillment of the requirement for the degree of Master of Engineering |
| Publisher | Asian Institute of Technology |
| Abstract | Construction business is similar to other businesses in that owners must try hard to profit, give a good image and retain clients. Client satisfaction, gap between expectation of clients and actual performance of end products, is one of the very important ways to evaluate the performance of business. Client satisfaction level can show positive and negative of image of each contractor and is very useful for improvement in the future. Thai contractors do not pay enough attention to client satisfaction. Many developers feel disappointed with their contractors. Poor contractors do not know that they are in very risky situations as their may clients to shift to other contractors. There are many reasons of showing that contractors ignore client satisfaction such as not-not caring about image, not thinking about client retention or competitive advantage, not improving, using old technology, lack of responsibility, spending money in the wrong ways, and fear that improvement of client satisfaction will require more investment. Contractors do not clearly know their performance as perceived by developers. Developers should set up a system to evaluate the level of satisfaction with their contractors by standard format of construction Each contractor will know their pros and cons in view point of developers and comparing to other contractors. Main factors for client satisfaction are time, cost, quality, client orientation, communication and client complain. Awareness and improvement about client satisfaction in Thai construction are really needed for bight future of both contractors and developers. Contractors should pay high attention on client satisfaction and continuously improve themselves with respect to voice of clients and other learn to have pros of other good contractors. If contractors still ignore of client satisfaction, they will continuous loss their client and accumulate notorious. Not only improvement from contractors, developers should support contractors to work in peace and convenience such as site road, water, electricity, due payment paid on times and no corruption within developer's organization. Prompt of developers have high influence on successful of project and high level of client satisfaction. |
| Year | 1998 |
| Type | Thesis |
| School | School of Civil Engineering |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Structural Engineering (STE) /Former Name = Structural Engineering and Construction (ST) |
| Chairperson(s) | Ogunlana, Stephen O. |
| Examination Committee(s) | Speece, Mark W.;Chotchai Charoenngam;Pichai Nimityongskul; |
| Scholarship Donor(s) | Asian Institute of Technology Partial Scholarship; |
| Degree | Thesis (M.Eng.) - Asian Institute of Technology, 1998 |