Enhancing the quality of semi luxury apartment construction process using total quality management to ensure customer satisfaction

Abstract

Housing is one of the basic needs of people who lived all over the communities of the world. In order to fulfil this basic requirement different types of dwelling types have been introduced in the world depending on the cultural, regional, and climatic conditions. Under this various classifications of housing that one of the types called Apartment is a common living arrangement in the world as well as in the commercial and new cultural environment of Sri Lanka. The Sri Lankan apartment building industry has been divided into three main categories of super luxury, luxury, and semi-luxury. Customer satisfaction is a very essential subject for every business environment everywhere as well as in Sri Lanka. Evolution of quality concept found that Total Quality Management (TQM) is one of the most developed quality concepts and is directly engaged with customer satisfaction. The aim of this research was therefore to investigate how to enhance the customer satisfaction of Sri Lankan semi-luxury apartment buildings by using the TQM concept. The literature review was conducted to review and identify the TQM concept, history of TQM, the definition of TQM and principles of TQM. A review of the literature found that there are 25 main factors and associate sub-factors of TQM that can affect customer satisfaction in the global construction Industry. According to the research aim observed, the necessity of further investigation of TQM implementation in Sri Lankan semi-luxury apartments is important. Preliminary interviews and questionnaire surveys were used as data collection techniques among the selected samples of contractors and consultant organizations in Sri Lanka. The results of questionnaire surveys were evaluated under the RII technique of data analysis. As a result of the above data analysis and research, findings that identify 20 main factors and therein-related sub-factors, which are, affected customer satisfaction in semi-luxury apartment buildings in Sri Lanka. According to that, some of the main factors develop a process approach towards TQM, management commitment and leadership for TQM, development Education and Training, and development teams. Furthermore, under the same chapter, those main factors are categorized on a priority basis of two parameters of importance level and current practice performance level as per the RII results. According to the research findings, 20 main factors and therein sub factors identified as important to implement in aforesaid organizations to ensure customer satisfaction. Finally, this research introduces a guideline that is to be implemented in the semi-luxury apartment construction industry to ensure customer satisfaction and it is advised and recommended to follow contractor or consultant organizations who are attached to the Sri Lankan Construction industry. Next, before the final, this research opens up the path to further research approach towards investigating the external customers’ perspective on factors affecting customer satisfaction in apartment buildings and how to use TQM to enhance customer satisfaction in the new normal condition in apartment buildings.