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Abisuga, O (2020) Integrated collaborative facilities management framework for post-occupancy evaluation of higher education facilities, Unpublished PhD Thesis, , University of New South Wales.
Afzal, F (2019) A framework to improve sustainability performance of construction organisations, Unpublished PhD Thesis, , University of New South Wales.
Ahmadian Fard Fini, A (2017) Optimizing crew performance through integration of human resource strategies into planning of construction activities, Unpublished PhD Thesis, , University of New South Wales.
Aljassmi, H A (2013) Analysis of complex mechanisms of defect generation in construction projects, Unpublished PhD Thesis, , University of New South Wales.
Alrasheed, H (2015) A socio-ecological framework for improving the psychological health of foreign workers in developing countries: The case of saudi construction industry, Unpublished PhD Thesis, , University of New South Wales.
Boadu, E (2022) A framework for promoting health and safety through procurement in the construction industry in developing countries: A case of Ghana, Unpublished PhD Thesis, , University of New South Wales.
Chand, A (2015) A socio-ecological resilience perspective to enhance hospital service delivery resilience to extreme weather events, Unpublished PhD Thesis, , University of New South Wales.
Chandra, S (2006) Investigating green building assessment tools: a risk-analysis based approach, Unpublished PhD Thesis, , University of New South Wales.
Chandra, V (2007) An investigation of cultural learning during the hospital process from a facilities management perspective, Unpublished PhD Thesis, , University of New South Wales.
Cooke, J R (1973) Methods of documentation and administration of building contracts, Unpublished PhD Thesis, , University of New South Wales.
Coolican, A M (1989) A history of industrial relations in the Sydney building trades, 1870-1914 , Unpublished PhD Thesis, , University of New South Wales.
Cooper, A A (1971) An economic study of housing production and associated works in Australia, Unpublished PhD Thesis, , University of New South Wales.
Dave, M (2019) High performance prefab housing: towards an evaluation framework for design, sustainability and affordability, Unpublished PhD Thesis, , University of New South Wales.
Deng, Z M (1995) Extended state space modelling and influence diagrams for construction processes and aids, Unpublished PhD Thesis, , University of New South Wales.
Denny-Smith, G (2022) The social value of indigenous procurement policies in the Australian construction industry, Unpublished PhD Thesis, , University of New South Wales.
Forsythe, P (2003) The role of service quality as a determinant of customer satisfaction in residential construction, Unpublished PhD Thesis, , University of New South Wales.
- Type: Thesis
- Keywords: house construction; consumer satisfaction; customer satisfaction; service quality; Australia
- ISBN/ISSN:
- URL: http://handle.unsw.edu.au/1959.4/64931
- Abstract:
The problem investigated by this research concerns how service quality influences customer satisfaction in residential construction. It utilises marketing theory to develop a conceptual framework regarding the relationship between service quality and customer satisfaction, then undertakes empirical research to ground the marketing concepts in residential construction. A conceptual model merges separate bodies of customer satisfaction and service quality literature. Customer satisfaction is modelled as a gap between pre-purchase expectations and perceptions during the purchase (i.e., during the purchase of construction services). Service quality is modelled as an input affecting the gap. Two research propositions are posed from the model - one that service quality will be important in pre-purchase expectations, the other that service quality will be important to perceptions of satisfaction during construction. To investigate the propositions a qualitative method is used within a grounded theory framework. Two forms of analysis are used: thematic analysis which is used to identify and ground themes of behaviour among residential construction customers; and qualitative comparative analysis which is used to connect themes into patterns of behaviour. The research is conducted in two consecutive stages. Stage one uses telephone interviews and concludes with a model which illustrates how and when service quality is important in pre-purchase expectations. The work concludes with two opposing customer profiles: 'service quality-oriented customers' and 'price and product design-oriented customers'. Stage two uses the two customer profiles to conduct two in-depth case studies. For each case. customer perceptions are studied at four cross sectional stages during construction. Changes are analysed within each case then a cross case analysis is conducted. The research concludes that service quality is important irrespective of customers having 'service quality oriented' or 'price and product design oriented' pre-purchase expectations. Instead, perceptions are driven by exposure to service incidents during the course of construction. A model is developed that defines the features of service incidents and the importance of the ratio between positive to negative incidents. It also acknowledges that the end product creates an additional uplifting impact on service quality and customer satisfaction perceptions.
Galea, N R (2018) Built for men: Institutional privilege in the Australian construction industry, Unpublished PhD Thesis, , University of New South Wales.
Habibi Rad, M (2022) Impact of lean construction on contractor performance and organisational resilience in post-disaster infrastructure projects, Unpublished PhD Thesis, , University of New South Wales.
Heng, H K S (2010) Information brokerage in hospital facilities management: A social network perspective, Unpublished PhD Thesis, , University of New South Wales.
Ho, M F C (2003) Ethics management in a construction organisation: Employees' attitudes to corporate codes of ethics, Unpublished PhD Thesis, , University of New South Wales.
Hong, Y C (2018) Modelling and evaluating the adoption of building information modelling in Australian and Chinese small and medium-sized construction organisations, Unpublished PhD Thesis, , University of New South Wales.
Hunt, P (2021) The business case for sustainable development in the Australian built environment, Unpublished PhD Thesis, , University of New South Wales.
Hutcheson, J M (1980) Administration of building contracts with particular reference to the builder's financial control, Unpublished PhD Thesis, , University of New South Wales (Australia).
Hutcheson, J M (1979) Administration of building contracts with particular reference to the builder's financial control, Unpublished PhD Thesis, , University of New South Wales.
Hwang, H (2011) Rational irrationality: The making of property decisions in firms as a part of resource allocation processes - a Korean example, Unpublished PhD Thesis, , University of New South Wales.
Kabirifar, K (2022) Effective construction and demolition waste management assessment: A case of Australian large construction companies, Unpublished PhD Thesis, , University of New South Wales.
Kaboli, A (2014) Cost and emissions analysis of earthmoving operations, Unpublished PhD Thesis, , University of New South Wales.
Karunaratne, B M (1994) A new method of analysis for cyclic construction operations using systems engineering approach, Unpublished PhD Thesis, , University of New South Wales.
Khalil, K (1994) An evaluation of managerial knowledge and skills of technical professionals in the construction industry in Malaysia, Unpublished PhD Thesis, , University of New South Wales.
Kim, S M (2019) Tenants' leasing motivators and decisions about the greenness of office buildings and their rental, Unpublished PhD Thesis, , University of New South Wales.
Kim, Y-S (1994) The development and application of a probabilistic model for risk analysis of life cycle cost predictions: For apartment buildings constructed by the Korea National Housing Corporation in Seoul, Korea , Unpublished PhD Thesis, , University of New South Wales.
Lam, K C (1997) The optimisation of financial decision in a contracting firm, Unpublished PhD Thesis, , University of New South Wales (Australia).
Lam, K-c (1997) The optimisation of financial decisions in a contracting firm, Unpublished PhD Thesis, , University of New South Wales.
Li, Y (2015) Sense of home in post-disaster reconstruction: A study of resident experiences of living in rebuilt houses after the wenchuan earthquake in China, Unpublished PhD Thesis, , University of New South Wales.
Liu, L (2003) Models of enterprise-level project performance: Comparative studies of organizational form, control mode and feedback mechanisms in the construction and it services industries, Unpublished PhD Thesis, , University of New South Wales.
Liu, Y M (2005) A holistic approach to developing generic vs. regionally specific frameworks for sustainable building tools, Unpublished PhD Thesis, , University of New South Wales.
Matsuzaki, H (1995) Construction industry unionism in Japan, Unpublished PhD Thesis, , University of New South Wales.
McLaren, M (2018) An investigation of swift trust formation in disaster management teams, Unpublished PhD Thesis, , University of New South Wales.
Mohd Ishak, S S B (2014) Resistance factors to technology innovation in construction organisations, Unpublished PhD Thesis, , University of New South Wales.
Moon, S (2014) Dynamic control of supply chain quality to improve process performance in construction, Unpublished PhD Thesis, , University of New South Wales.
Ong, E M S (2008) Trust, commitment, satisfaction and learning in construction project teams, Unpublished PhD Thesis, , University of New South Wales.
Paterson, I (1981) Contractors' risk and insurance in the Australian building industry, Unpublished PhD Thesis, , University of New South Wales.
Perera, W A S (2018) An investigation into developing productive construction environments to improve quality performance in Australian building construction, Unpublished PhD Thesis, , University of New South Wales.
Qu, Y (2017) An investigation of opportunistic behaviour in public-private partnerships, Unpublished PhD Thesis, , University of New South Wales.
Rahnamayie Zekavat, P (2014) Performance assessment of agile communication in construction, Unpublished PhD Thesis, , University of New South Wales.
Recsei, R A (1998) A generalised decision support system for contaminated site management, Unpublished PhD Thesis, , University of New South Wales (Australia).
Ridyard, J (1976) Computer based management games for the building industry, Unpublished PhD Thesis, , University of New South Wales.
Salehudin, M S B (2012) Developing sustainable resorts in developing countries: A proposed new generation rating framework for Malaysia, Unpublished PhD Thesis, , University of New South Wales.
Seemann, K W (1997) The socio-technical sustainability of shelter systems and hardware in remote indigenous Australian communities, Unpublished PhD Thesis, , University of New South Wales.
Shahbazi, B (2020) A mathematical optimization approach to account for career development, job security, and job satisfaction in human resource planning in construction organizations, Unpublished PhD Thesis, , University of New South Wales.
Slay, P G R (2019) Development of an ontology for project management success criteria and associated technical and personal competencies in an Australian engineering context, Unpublished PhD Thesis, , University of New South Wales.
Sufianto, H (2013) A fire safety improvement framework for residential buildings: A socio-ecological behaviour modification approach, Unpublished PhD Thesis, , University of New South Wales.
Sunindijo, R (2012) Skills for developing safety climate in construction projects, Unpublished PhD Thesis, , University of New South Wales.
Ta'i, B (1994) Critical evaluation of stormwater management practices on urban construction sites in the Sydney region, Unpublished PhD Thesis, , University of New South Wales.
Teo, A L E (1997) Strategic market positioning in the construction industry: Model for evaluating mobility and diversification, Unpublished PhD Thesis, , University of New South Wales.
Teo, M M M (2009) An investigation of community-based protest movement continuity against construction projects, Unpublished PhD Thesis, , University of New South Wales.
Tran, H V (2013) Contractor internal profiling of owners, Unpublished PhD Thesis, , University of New South Wales.
Trethewy, R (2002) Influences on subcontractor OHS management outcomes in construction, Unpublished PhD Thesis, , University of New South Wales.
Trethewy, R W (2003) Influences on subcontractor OHS management outcomes in construction, Unpublished PhD Thesis, , University of New South Wales (Australia).
Uher, T E (1990) The effect of risks and uncertainties on subcontract bid prices, Unpublished PhD Thesis, , University of New South Wales.
Wang, R (2015) The virtual learning experience: Learning styles, task complexity and presence in the context of emerging VR technologies, Unpublished PhD Thesis, , University of New South Wales.
Wang, Z (2019) Effects of main contractors' service quality on subcontractors' behaviours and project outcomes in the Chinese construction industry, Unpublished PhD Thesis, , University of New South Wales.
Wang, Z (2014) Housing pathways and homeownership determinants of the young middle class in beijing, China, Unpublished PhD Thesis, , University of New South Wales.
Xiao, P (2018) Development of colletive intelligence for building energy efficiency, Unpublished PhD Thesis, , University of New South Wales.
Yamaguchi, H (2002) Risk allocation in privately financed projects, Unpublished PhD Thesis, , University of New South Wales.
Zaid Alkilani, S (2018) Performance measurement and improvement model for small and medium contractors in developing countries, Unpublished PhD Thesis, , University of New South Wales.
Zhang, Q (2021) Key influencing factors of corporate social responsibility implementation in the Chinese construction industry, Unpublished PhD Thesis, , University of New South Wales.