...Chu Chu Myat Thwe Win; Tharindu C. Dodanwala; Djoen San Santoso Purpose The present study developed an integrated model to evaluate the relationship between service quality, brand image, customer satisfaction and customer loyalty in the context of Myanmar’s construction industry. Design...

... Emerald Publishing Limited Licensed re-use rights only EFQM excellence model Market-oriented strategy Service quality Internal relationships Construction industry Structural equation modelling (SEM) National Natural Science Foundation of China 71301013 Humanity and Social Science...

...Perry John Forsythe Purpose – The impact of service quality on customer satisfaction during detached housing construction in Australia is investigated for a targeted customer – one whose expectations focus on “price and product” and not “service quality”. The purpose of this paper is to see...

... repair works. This study aims to base on the public rental housing (PRH) tenants’ perceptions to measure maintenance contractor service quality performance. Design/methodology/approach Questionnaire is used as the assessment tool which is derived based on the SERVQUAL approach to measure public...

...Perry John Forsythe Purpose The study aims to assist contractors in strategically managing customer satisfaction by applying marketing theory to housing construction. It specifically aims to investigate service quality as an input to pre‐purchase (pre‐contract) expectations in the made‐to‐order...

... for design firms to implement ISO 9000 quality management and assurance standards so as to improve their service quality is discussed. © MCB UP Limited 2000 Design firms ISO 9000 standards Rework Service quality Time boxing Value Engineering. Construction and Architectural Management 2000...