Determining via the Kano Model the Importance of Quality Characteristics in Construction Management

초록

Given the recent changes in the construction environment, construction management (CM) companies have used various methods to recognize, measure, and improve the importance of quality for customer satisfaction to ensure competitiveness in attracting customers. The present study examined the validity of the evaluation rule and determined the weight and weighting factor of each quality characteristic in the Kano model regarding CM. The quality characteristics and customer satisfaction level of the Kano model were utilized to assess the importance of each item, and the results were used to derive the CM work guidelines quality that can maximize customer satisfaction. Besides, based on previous studies, the validity of the determined CM work quality was evaluated through a questionnaire, which modifies the Kano model via the Delphi technique, and interviews with practitioners. This process determined the CM work quality that requires intensive management by selecting the one with high importance, depending on recognition by the project owner. The results of this study demonstrated that the proposed Kano model is effective in determining the importance of CM work quality for assessing the satisfaction level of the owner.

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