Value of Customer Feedback in Quality Management for Construction Quality Improvement: Initial Perspective Review

International Journal of Economics and Management Studies

© 2018 by SSRG - IJEMS Journal

Volume 5 Issue 11

Year of Publication : 2018

Authors : Zubaidi Faiesal Bin Mohamad Rafaai, Nur Amira Binti Abdul Aziz

10.14445/23939125/IJEMS-V5I11P101

How to Cite?

Zubaidi Faiesal Bin Mohamad Rafaai, Nur Amira Binti Abdul Aziz, "Value of Customer Feedback in Quality Management for Construction Quality Improvement: Initial Perspective Review," SSRG International Journal of Economics and Management Studies, vol. 5,  no. 11, pp. 1-5, 2018. Crossref, https://doi.org/10.14445/23939125/IJEMS-V5I11P101

Abstract:

In the current era, customer in construction field has become more advanced and sophisticated. Customer feedback can be a tool for quality enhancement if it is sorted out accordingly. This initial review, examines construction field towards its client satisfaction and quality enhancement. For instances, measurement tool such as Construction Quality Association (RALA) feedback system and Customer Relationship Management (CRM) will be discussed briefly based on its application, benefits and challenges. Moreover, client satisfaction towards contractor and project management that could affect its product and service quality will be also discussed on this paper. In construction, the main benefit of good customer satisfaction will be an opportunity to attract potential customers and remain the current clients in future projects and services. Furthermore, it could be one of the keys to improve their service quality in the competitive market.

Keywords:

Construction, RALA’s Feedback System, CRM, factors, challenging.

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