Exploring oranizational factors influencing service quality of building construction companies in Myanmar | |
| Author | Mang Kop Cing |
| Call Number | AIT Thesis no.CM-23-13 |
| Subject(s) | Construction industry--Burma Construction industry--Burma--Quality control |
| 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 | In present days, the competition for the construction companies in Myanmar is very high. Especially, for the 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 service quality 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 organizational factors influencing service quality of building construction companies in Myanmar. This study aims to explore and identify the factors that influence service quality in construction companies, evaluating their direct impact on overall service quality and client satisfaction. The researcher chose to utilize quantitative research. In the research, there will be descriptive analysis, factor analysis, and regression test. Through this investigation, the research seeks to provide suggestions and recommendations aimed at enhancing the service quality within the building construction companies. The result indicated three key components: “Focus on total quality management factor,” “Empowerment for achieving client satisfaction goal factor,” and “Strong, clear company strategy and leadership.” These constructs were found to significantly predict service quality in Myanmar's building construction companies. Notably, the focus on total quality management emerged as the most influential factor, suggesting its critical role in improving service quality among building construction companies in Myanmar. The outcomes of this research are anticipated to provide valuable insights that will encourage both contractors and owner organizations to prioritize service quality and fulfill their commitments towards each other. |
| Year | 2023 |
| Type | Thesis |
| School | School of Engineering and Technology |
| 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) | Kunnawee Kanitpong;Sakul Pochanart |
| Scholarship Donor(s) | AIT fellowship |
| Degree | Thesis (M. Eng.) - Asian Institute of Technology, 2023 |