Investigating service quality of contractors affecting customer satisfaction in Myanmar | |
| Author | Hsu Sandi Maung |
| Call Number | AIT Thesis no.CM-22-06 |
| Subject(s) | Contractors--Myanmar--Management Customer satifaction--Myanmar Customer service--Myanmar--Management |
| Note | A thesis submitted in partial fulfilment of the requirements for the degree of Master of Engineering in Construction, Engineering and Infrastructure Management |
| Publisher | Asian Institute of Technology |
| Abstract | These days, numerous contractors have been experiencing the high competitive circumstances in the construction business not only in Myanmar, yet in addition in different nations all over the world. Quickly changing competitive environments are constraining the contractor to look for more imaginative and adaptable means for meeting rivalry. Subsequently, they need to answer these difficulties by building a cooperative relationship with the clients. Along these lines, customer satisfaction is being one of the competitive advantages for contractors. Nonetheless, in spite of the fact that service quality theory is entirely pertinent for contractors as per the idea of their business, they don't see it as a theory for customer satisfaction and how to do it efficiently. Thus, this study means to investigate items of constructs in service quality that are affecting the customer satisfaction and to be demonstrated the significance and adequacy of involving service quality for maintain old customers and attaining new customers in the competitive construction market. The researcher chose to utilize quantitative research. In quantitative research, the data for survey questionnaire is gathered from owner companies in Myanmar to get 30 projects unit sampling face-to-face interviewing from zoom software, via phone and via mail. The writer utilized descriptive analysis and correlation analysis. The descriptive analysis is to distinguish the frequencies and valid percentages of project and respondent characteristics. The correlation analysis was directed to research the correlation between items of constructs in service quality and each dependent variable. |
| Year | 2022 |
| 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, Bonaventura H. W. |
| Examination Committee(s) | Chotchai Charoenngam;Wasan Teerajetgul |
| Scholarship Donor(s) | Asian Institute of Technology Fellowship |
| Degree | Thesis (M. Eng.) - Asian Institute of Technology, 2022 |