... satisfaction; second, different defects have different impacts on customer satisfaction; and third, interviewing customers about defects in their residential units is not a reliable method to collect data. Design/methodology/approach The research investigated correlations between data on defects...

... of improving customers’ satisfaction levels and, hence, a gap analysis should be implemented to define possible areas of improvement. This paper provides a tool to evaluate the effect of previous ISO 9001 certificates on customers’ satisfaction. The management is expecting the ISO 9001 certificate...

... the private house building industry, but also other industries and their quality procedures. The paper then goes on to identify and analyse some of the possible reasons for the apparent lack of customer satisfaction with current UK private house builders and their products. Findings The industry must...

.... H0.=There is no association in the ranking of severity of observed maintenance builder's setbacks between homeowners with intention to correct pending repairs (X) and those without any intention (Y). © Emerald Group Publishing Limited 2004 Building services Customer satisfaction...

... transgressions from these erring builders. Maintenance Residential property Skilled workers Housing Customer satisfaction © Emerald Group Publishing Limited 2004 Table III shows the contrasts in the average scores for Xbmas and how this compares with the average rankings relative...