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http://dx.doi.org/10.5345/JKIBC.2011.11.6.609

Weighing the CS Experts' Priority on the Quality of Each Housing Segment - Focused on Apartment Building Construction Projects -  

Cho, Tae-Jea (Department of Architectural Engineering, Dongguk University)
Choi, Jong-Soo (Department of Architectural Engineering, Dongguk University)
Publication Information
Journal of the Korea Institute of Building Construction / v.11, no.6, 2011 , pp. 609-617 More about this Journal
Abstract
For the past several decades, the residential housing market has been led by construction firms rather than consumers; in essence, it has been a suppliers' market. However, the market is experiencing a transition to a buyers' market, the implication of which is that there will be increased competition among the residential building suppliers. For this reason, it is necessary for construction firms to prepare new strategies to respond to the rapidly changing market environment. Furthermore, consumer satisfaction should be valued more highly than in the past, and should be a baseline in formulating construction product development strategy. For the pre-classified 13 apartment building segments, questionnaire surveys are conducted for the 50 CS (Customer Satisfaction) experts to evaluate their perceptions on the weighing of the quality of each apartment segment. Data obtained from a survey of experts was analyzed from an industry perspective utilizing the AHP technique. Analysis results indicate that the CS experts valued the kitchen & dining area more highly than all other segments. Specific analysis results and implications drawn from the study can be a valuable basis for marketing, product development, and quality management.
Keywords
customer satisfaction; quality management; AHP; CS expert; strategy;
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Times Cited By KSCI : 4  (Citation Analysis)
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