Empirical Study on Relationship Between Customer Satisfaction and QLASSIC Performance Score in Northern Area

Abstract

There are many factors that may contribute to the successful of producing quality product for construction project in Malaysia and one of the factors is by using legitimate monitoring checklist as assessment. In Malaysia, Quality Assessment System in Construction (QLASSIC) had been implemented and most of the construction project had obtained highest percentage of QLASSIC performance score. This research is carried out to identify the relationship between customer satisfaction and QLASSIC performance score. The aim of this study is to collect data by using sets of questionnaires. The frequency analyses are carried out by using Statistical Package for Social Science (SPSS) software. The result shows that customers of the building with higher QLASSIC performance score is highly satisfied with their condition of the building and there is significant relationship between QLASSIC performance score with customer’s satisfaction especially in architecture aspects.