... 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 evaluation based on the level of customers’ satisfaction over five metrics (reliability, assurance, tangible, empathy, and responsiveness). The methodology enables to benchmark the current level of satisfaction with prior levels of satisfaction before the ISO 9001 certification. The methodology...

... 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...

... builders, new entrants into the home maintenance sector and inform housing regeneration professionals and agencies involved in the architecture and management of schemes for small‐scale builders. © Emerald Group Publishing Limited 2004 Building services Customer satisfaction Customer services...

... Publishing Limited 2004 Maintenance Residential property Skilled workers Housing Customer satisfaction Concerns about the image of traders and falling standards of workmanship within the small‐scale domestic maintenance sector are ever on the increase. The sector continues to attract...