International Journal of Civil Engineering and Technology (IJCIET)

Volume 8, Issue 1, January 2017, pp. 329339, Article ID: IJCIET_08_01_037

Available online at http://www.iaeme.com/IJCIET/issues.asp?JType=IJCIET&VType=8&IType=1
ISSN Print: 0976-6308 and ISSN Online: 0976-6316
IAEME Publication

AN INTEGRATED MANAGEMENT AND

MEASUREMENT OF CUSTOMER FEASIBLILTY
IN CONSTRUCTION INDUSTRY
K. Krishna Chaitanya
M. Tech student, Department of Civil Engineering,
K L University, Vaddeswaram - 522 502 (A.P)

SS.Asadi
Associate Dean-Academics, Civil Engineering Department,
K L University, Vaddeswaram - 522 502 (A.P)

ABSTRACT
Objective: Identifying different factors and views of customers in the construction
industry. To set a context in which produce relative and useful measures of service
performance. Improvising the facilities in the construction industry and measuring the
needs of the customer in the construction industry. Methods: Using the Benchmark, the
performance measurement study will be done using the data collected through the
questionnaire that is submitted to the customer, also issuing the questionnaire to the
company and obtain the company hierarchy and Measure the customer satisfaction
Through analysing the results from the software SPSS(Statistical Package For The Social
Sciences). Findings: Recognize that customer needs differ significantly. A customer may
have diverse requirements for various undertakings; that same customer's project needs
may change after some time. The expense might be the most critical standard for a
customer on one anticipate, while timetable might be an essential model on another.
Therefore it is unrealistic to build up "the" rundown of customer needs that is proper for
each project. A temporary worker with learning accumulated about every customer and
their projects will need to recognize the most imperative criteria for its customers on every
undertaking. Once those criteria are distinguished, the temporary worker can plan the
customers' desires that are critical in any thought of satisfaction. The variables recognized
must be analyzed as far as desires to comprehend their potential part in customer
satisfaction. Customer facilities are for the most part seen as one of the variables that
enhance the execution of an association, individual or group administration's commitment
to customer facilities sways worker dispositions and seen to add to higher customer
satisfaction and maintenance. Improvements: Besides the performance measures used in
the research (internal and overall budget, quality and deadline) customer satisfaction
should be included as an additional measure of project success.
Key words: Total Quality Management, Customer Satisfaction, Facilities' Management,
Construction Project Management, Customer Facility.

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 K. Krishna Chaitanya and SS.Asadi

Cite this Article: K. Krishna Chaitanya and SS.Asadi, An Integrated Management and
Measurement of Customer Feasiblilty In Construction Industry. International Journal of
Civil Engineering and Technology, 8(1), 2017, pp. 329339.
http://www.iaeme.com/IJCIET/issues.asp?JType=IJCIET&VType=8&IType=1

1. INTRODUCTION
The need for customer facilities in the recent days have been increasing enormously since everyone
is looking for the satisfaction. Enhancing customer satisfaction was distinguished as a standout
amongst an essential difficulties confronting businesses in the 1990s. Thus to serve the customer's
there is need to measure the several factors in facilities performance1. This paper will discuss some
of the important facilities management customer related processes and mechanisms associated with
its measurement identify through a series of case studies carried out as part of a customer
satisfaction. It is always important to respect customers in construction sector2.
Therefore it is important to examine whether and how quality effects supplier profitability as
well as how it affects customer satisfaction. Among the potential performance drivers, customer
satisfaction draws in the most consideration from both experts and specialists. This is not amazing,
senior officials from 148 financial administrations positioned customer relations as an essential
driver of association's span rate achievement. So it is said to be major criteria for a firm to consider
customer satisfaction in their objectives. Customer satisfaction is the output result for a firm to say
that the company product or service has reached to maximum people3,4.

2. PERFORMANCE MEASUREMENT STUDY

As per the study, the paper states that measurement can be done by taking benchmark into the
consideration so that we can measure facilities performance. For cost reduction method,
benchmarking is essential where the principle of benchmarking is to allow Managers to situate
their performance measurement in context5.
Benchmarking is the quest for industry phones which prompts prevalent execution. Keeping in
mind the end goal to accomplish this, the essential strides that are major to benchmarking
achievement.
1. Know your operation assessment of interior operation qualities and shortcoming.
2. Pick up predominance goes past the best practices that introduced and be the most elite.
3. We should know the strengths and weakness of the competition.
4. We should be aware of strengths of leaders in the competition.
Above factors may be either internally focused or external focused. so the pressure is on
facility management teams that esteem client issues, for example, conveyance of item quality. Now
it also fails to consider how an organization works to strategy level as it prefers to worker or
workplace perspective. The importance of benchmarking against
1. `The satisfactory you will find within your industry or outside.
2. What is pertinent to your client's perspective, 'what is vital'?
3. That thing that influences money related execution.
Inquiries to be asked as an ongoing research project before applying a benchmarking system
are as per the following
1. How do clients esteem the service execution and how is it particular from the service itself?
2. What are the components to quantify the service performance and how is it quantified?
3. How can one separate the valuation for service gave and the physical environment?

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 An Integrated Management and Measurement of Customer Feasiblilty In Construction Industry

Note that satisfying is an essential thing to follow in the construction industry, since It'll
thoroughly consider way to deal with work past more fundamental necessities and to create
relationships with the customers in the long haul. What's more, this paper expresses that customer
satisfaction is not a flat out the situation, it is most rely on upon communications, input, applause,
and dissensions where protests must be fathomed by checking the blunder happened and to be
looked on construction and professional perspective.
1. They are for receiving feedback and putting that effort into improving the plans
2. They assume a fundamental part to prevent compliances and affecting interior skills for enhancing
products and services.
3. They're a valuable methodology of measuring performance and allocation of resources to tend to the
poor zones of the industry.
4. They're a valuable "replicate" for measuring interior efficiency against competitors and best in class
associations.
Many organizations in the present market is based on the only one formula which is "customer
is king" which means entire purpose of the organization is to serve the customers what they need
than thinking about higher profits , they are thinking about good will of the organization

2.1. Creating A Customer-Based Culture

Taking after a customer based culture these days ought to be acknowledged as an exposed need to
direct business and a few organizations would say it is a credit to rehearse as it were. Companies
need to say that they are truly centered around their customer's needs and actions.
There are several statements on papers
1. These statements will say about how the senior managers are keen about the customer based culture
and how they are serious about the customer, how senior managers are assisting workers about
discipline and degree of seriousness.
2. Customer center is a proclamation of purpose. It flags that the association will challenge status and
envelop new ideas and management practice. Embraced world class associations.
3. It additionally implies making new frameworks, techniques and rules and match to the subject of
adjusting customer's to individuals' best capacity, Through doing the right matters proper first time
and on time.
4. Finally, Customer focus is truly a perspective rather that outright subjective substance which
demonstrates advanced performance and achieving the apex of accomplishment.
Really they would some say some are fundamental inquiries being asked like, who is the
customer or what is the customer? it says like customers are the motivation behind what we do
today and what we do later on and what we did in past .

2.2. Customer satisfaction versus dissatisfaction

It's simple if companies manage the dissatisfaction it automatically increases customer satisfaction.
Customer dissatisfaction is mainly about dealing with complaints you got and realizing that the
customers are aware of response. Customers predominantly manage how we provide services to
them and they contrast us and others. So this must be done to satisfy the customer minds that the
company is breakthrough and utilizing latest teams. Once we provide them a good service surely
they will be curious about our next projects, mouth publicity really does matters so good will of the
company is most important when we compare to customer satisfaction.
1. As earlier said, satisfied customers will be willing to share their experience with friends and as same
customers who felt dissatisfied with the response will be likely to say more people than the satisfied
customers. So dissatisfaction causes more damage than the happiness given by satisfied customers.
2. Further, it also differs from one sector to another sector.

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 K. Krishna Chaitanya and SS.Asadi

3. As per the survey, companies which belief in solving with the customer's complaints is extravagant ,
they have to realize that it costs extra 25 percent to business with new customers.
Satisfied customers are always interested in coming back to do business with the company, at the
same time dissatisfied customers will be always willing to go for another industry or company.
And also some basic things need to be followed.
1. Products and services should be taken carefully
2. Urge others to purchase from you
3. Trust that what they purchase from you is worth what they pay for it.
Companies need to measure customer satisfaction if they need to achieve long-term profit because
without measuring we cannot know the difficulties in a certain topic. Some techniques are adopted
for measurement of customer satisfaction.
1. Customer satisfaction surveying methodologies,
2. Center gatherings to study customer fulfillment issues.
3. Standardized process for measuring customer satisfaction,
4. Various computer software
While doing customer satisfaction survey, several problems are faced like analytical and
behavioral where analytical concerns with logical procedures, techniques, systems and conduct
concerns with the attitudes, belief's, perceptions and motivations .

2.3. Customer satisfaction importance

A person may call as a market trader will have a full knowledge about what is happening in and out
of the company about customer satisfaction , he has to maintain direct contact with the customers
so that he will get unofficial data of what is going right or where it is wrong. Such unofficial
feedback is most important for any company because it shows how to concentrate on the
customer's further .Developing a customer satisfaction programmer is not just about carrying a
survey because survey provides us information where to focus in term of getting high profit and
major dependable enhancements require an essential change in the company.
There are six steps in customer satisfaction program

1. Who will probably be questioned?

2. What is to be measured?
3. By what means interview is to be done?
4. How should satisfaction be measured?
5. What do the measurements imply?
6. Easy methods to use consumer delight surveys to finest outcomes.

2.4. Interview Process

It depends on from business to business, product to product, what would I say if we take an
example as cigarettes it is very clear who should be interviewed. But if we choose the products
which are used in the home, some parent is going to buy that and it will be used by the kids, so it is
little complex to know who should be interviewed.
Here we seek the reviews of customers, from that companies, will understand what to be
measured and what to ask customers about satisfaction like how you are satisfied with Xyz
Company, such questions are as follows

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 An Integrated Management and Measurement of Customer Feasiblilty In Construction Industry

1. What is your last satisfaction with XYZ Ltd?

2. How likely or far-fetched would you say you are to purchase from XYZ Ltd?
3. How likely or improbable would you be prescribe XYZ Ltd to a companion or associate?
Actually, questions might be under this category whereas

2.5. Product: First-class of product, product life, product Design, Consistency of first-rate, type of
products, Processing of the product.
2.6. Delivery: Supplying on time, the velocity of supply.
2.7. Staff And Service: Courtesy from revenue employees, representative's availability,
representative's expertise, Reliableness of returning calls, Friendliness of the earnings employees,
criticism decision, Responsiveness to inquiries, after sales provider, Technical carrier.
2.8. Company: Organization's status, Ease of doing industry, invoice readability, Invoices on time
2.9. Price: Market cost, The whole cost of use, price for money.
Analysis of results based on a survey, Customer needs are given the major criteria in the
construction industry, where customers priority changes from one project to another project,
companies should focus on the things where customers majorly dissatisfy in projects. Measuring
the satisfaction through various ways give companies long term profits
Survey data has some indicators about customer satisfaction where we can know the sales in
the company during the project ongoing time, they can rise or fall due to reasons. After survey and
feedback, the view of the company may change. Depth interviews are carried out a basing letter of
thanks and anecdotal feedback via sales force. As there will be no benchmark data for taking
considerations for an interview as it does not allow the comparison of one issue to another issue for
tracking quantitative survey is required.

2.10. Customer service interaction.

2.11. Interaction

Table 1 Customer service interaction result

Valid N 4
Missing 0

Table 2 Customer service interaction result for frequency

Cumulative
Frequency Percent Valid percent
percent
Customer A 1 25.0 25.0 25.0
Customer B 1 25.0 25.0 50.0
Valid Customer C 1 25.0 25.0 75.0
Customer D 1 25.0 25.0 100.0
Total 4 100.0 100.0
Descriptives Variables=Friendliness Professionalism Understanding Resolving /Statistics=Mean
Stddev Min Max

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 K. Krishna Chaitanya and SS.Asadi

2.12. Descriptive Statistics

Table 3 Customer service interaction result for descriptive statistics
N Minimum Maximum Mean Std.deviation
Friendliness 4 2.00 4.00 3.2500 .95743
Professionalism 4 3.00 4.00 3.2500 .50000
Understanding 4
3.00 4.00 3.7500 .50000
Resolving 4
Valid N (list wise) 4 2.00 4.00 3.0000 .81650
Frequencies Variables=Interaction /Order=Analysis
From the Table 1-3., Friendliness of the agent is said to be is satisfied with mean 3.25 where
the scale range is from 1very satisfied to 5 very dissatisfied. And professionalism with mean 3.25
and understanding with 3.75

2.13. Priority of the customer

Frequencies Variables=Priority /Order=Analysis.

2.14. Frequencies
Priority.

Table 4 Priority of customer table result

Valid N 5
Missing 0
Table 5 Priority of customer table result for frequency

Cumulative
Frequency Percent Valid percent
percent
Company A 1 20.0 20.0 20.0
Company B 1 20.0 20.0 40.0
Valid Company C 1 20.0 20.0 60.0
Company D 1 20.0 20.0 80.0
Company E 1 20.0 20.0 100.0
Total 4 100.0 100.0
Descriptives Variables=Quality Economy/Statistics=Mean Stddev Min Max.

2.15. Descriptive Statistics

Table 6 Priority of customer table result for descriptive statistics
N Minimum Maximum Mean Std.deviation
Quality 5 1.00 2.00 1.6000 .54772
Economy 5 1.00 2.00 1.4000 .54772
Valid N (list wise) 5

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 An Integrated Management and Measurement of Customer Feasiblilty In Construction Industry

From the Table 4-6., results the priority of the customer needs is very important where every
company is dealing with quality and economy, but the priority now a day's being with quality.

2.16. Companies about customer satisfaction survey

Frequencies Variables=Satisfaction Survey /Order=Analysis.
Satisfaction survey
Table 7 Companies about satisfaction survey table result

Valid N 6
Missing 0

Table 8 Companies about satisfaction survey table result for frequency

Satisfication survey
Frequencies Percent Valid percent Cumulative percent
Company A 1 16.7 16.7 16.7
Company B 1 16.7 16.7 33.3
Company C 1 16.7 16.7 50.0
Valid
Company D 1 16.7 16.7 66.7
Company E 1 16.7 16.7 83.3
Company F 1 16.7 16.7 100.0
Total 6 100.0 100.0
Descriptives Variables=Survey /Statistics=Mean Stddev Min Max

2.17. Descriptive Statistics

Table 9 Companies about satisfaction survey table result for descriptive statistics.
N Minimum Maximum Mean Std.deviation
Survey 6 1.00 2.00 2.0000 .63246
Valid N (list wise) 6

From Table 7-9. results say that customer satisfaction survey is important in the construction
industry where it deals with the problems of the customer's and their needs and it shows what are
the priorities of the customer.

2.18. Satisfaction of client's expectations

Frequencies Variables=Expectations /Order=Analysis.

2.19. Statistics
Expectations

Table 10 Client satisfaction expectations table result

Valid N 5
Missing 0

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 K. Krishna Chaitanya and SS.Asadi

Table 11 Client satisfaction expectations table result for statistic expedetations

Expectations
Frequencies Percent Valid percent Cumulative percent
Client A 1 20.0 20.0 20.0
Client B 1 20.0 20.0 40.0
Valid Client C 1 20.0 20.0 60.0
Client D 1 20.0 20.0 80.0
Client E 1 20.0 20.0 100.0
Total 5 100.0 100.0
Descriptives Variables=Services Quality Safety /Statistics=Mean Stddev Min Max

2.20. Descriptive Statistics

Table 12 Client satisfaction expectations table result for descriptive statistics.
N Minimum Maximum Mean Std.deviation
Services 5 2.00 3.00 2.6000 .54772
Quality 5 1.00 3.00 2.0000 .70711
Safety 5 1.00 3.00 1.8000 .83666
Valid N (list wise) 5
The Table 10-12. shows the results of services, quality, and safety, how customers are satisfied
with the services with mean 2.6, quality with mean 2.0 and safety with mean 1.8 where scale range
from 1 very satisfied to 5 very dissatisfied.

2.21. How to Use Customer Facilitation Studies To Greatest Effect

Satisfying the customers is the tough task in the construction industry until and unless there is a full
involvement of top management in the survey and support of management in the survey. As
people, view's change very frequently the decision towards them should be taken very fast and in
favor of them. As earlier discussed measuring customer satisfaction should not be stopped it
should be a never ending process till the project is completed then only we can get long term
profits. Samples should be taken to survey, the sample of every survey must be sufficiently
substantial to give a dependable base and choice of the sample must resemble prior surveys.

3. METHODOLOGY
The literature are studied and reviewed for the factors which influence the customer satisfaction,
shown in Figure 1.

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 An Integrated Management and
nd Measurement off Customer Feasiblilty In Construction Industry

Figure 1 Flow chart on methodology of work.

4. RESULTS AND DISCUSSIONS

DISCUSSI
Analyses of results based on a survey,survey, Customer needs are given the major criteria in the
construction industry, where customers priority changes from one project to another a project,
companies should focus on the things where customers majorly dissatisfy in projects. Measuring
the satisfaction through various ways give
give companies long term profits, Shown in Figure 2-5.
2
1. What will be the first priority of the customer?
customer

Figure 2 Pie chart for the customer priority

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 K. Krishna Chaitanya and SS.Asadi

2. Do you think customer satisfaction survey will work in the construction industry?

Figure 3 Pie chart for customer service survey in construction industry

3. On which basis, Customer will be satisfied in the construction industry?

Figure 4 A bar graph on the customer satisfaction basic priority

4. What would customer satisfaction survey improve?

Figure 5 Customer satisfaction survey improves bar graph

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 An Integrated Management and Measurement of Customer Feasiblilty In Construction Industry

5. CONCLUSION
1. Recognize that client needs contrast extensively. Two clients may have altogether different
requirements for their projects. A client may have distinctive requirements for various projects; that
same client's project needs may differ after some time. The expense might be an essential criteria
for a client on one project, while calendar might be the most critical rule on another.
2. In this manner, it is unrealistic to set up "the" rundown of client needs that is suitable for each
project. A temporary worker with information assembled about every client and their projects will
need to recognize the most vital criteria for its clients on every project.
3. Once those criteria are distinguished, the contractual worker can define the clients' expectations that
are essential in light of fulfillment. As talked about before, fulfillment includes ''hope
disconfirmation''. (affirmation or disconfirmation of a desire.)
4. The variables distinguished above must be inspected as far as expectations to comprehend their
potential part in consumer loyalty. Client facilities are for the most part seen as one of the variables
that enhance the execution of an association, individual or group administration's commitment to
client facilities ways representative demeanors and us saw to add to higher consumer loyalty and
maintenance. I in this manner estimated that higher client facilities.

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