Customer satisfaction in construction projects: Impact of property type and income

Abstract

In this research, which examines the factors affecting customer satisfaction in construction projects, the convenience sampling method was preferred, and data were collected from participants aged 18 and over by face-to-face survey method. Smart PLS statistical software was used to analyse the data with a structural equation model. According to the results of the analyses, cost-effectiveness and lead time stand out as factors affecting customer confidence. Customer confidence directly affects customer satisfaction. In addition, quality perception has a strong effect on customer satisfaction. According to the results of multiple group analysis, customer satisfaction varies according to different buyer segments. While quality perception, cost-effectiveness and lead time are at the forefront for those who buy a property for commercial use, customer confidence has a more decisive role for those who buy a property for personal use. In addition, groups with lower incomes prioritise cost-effectiveness and customer confidence, while groups with higher incomes attach more importance to lead time.