Impact of Total Quality Management on Home-Buyer Satisfaction
Publication: Journal of Construction Engineering and Management
Volume 125, Issue 3
Abstract
Providing superior quality and keeping customers satisfied are rapidly becoming the ways construction companies differentiate themselves from competitors. Many companies are, however, frustrated in their efforts to improve quality and customer satisfaction through the implementation of total quality management (TQM). The primary objective of this study was to increase understanding of how TQM affects home-buyer satisfaction. For the first time an empirical study has confirmed that implementation of TQM is positively associated with home-buyer satisfaction. Supplier quality management has emerged as the most important factor in shaping home-buyer satisfaction, but it is the area in which home builders do not practice extensively.
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Information
Published In
Journal of Construction Engineering and Management
Volume 125 • Issue 3 • June 1999
Pages: 198 - 203
History
Published online: Jun 1, 1999
Published in print: Jun 1999
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