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Total Quality Management and customer satisfaction in homebuilding.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Total Quality Management and customer satisfaction in homebuilding.
Author:	Torbica, Zeljko Marko.
Description:	163 p.
Notes:	Source: Dissertation Abstracts International, Volume: 59-02, Section: A, page: 0352.
Contained By:	Dissertation Abstracts International59-02A.
Subject:	Engineering, Industrial.
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9824157
ISBN:	0591763176

Total Quality Management and customer satisfaction in homebuilding.
Torbica, Zeljko Marko.

Total Quality Management and customer satisfaction in homebuilding.[electronic resource] - 163 p.

Source: Dissertation Abstracts International, Volume: 59-02, Section: A, page: 0352.

Thesis (Ph.D.)--University of Florida, 1997.

Based on thorough examination of the literature, a model was proposed describing home-buyer satisfaction as a three-dimensional composite of satisfaction with design, house, and service. An instrument for measuring home-buyer satisfaction, called HOMBSAT, was developed and tested. The instrument was shown to be reliable and valid.

ISBN: 0591763176Subjects--Topical Terms:

212495
Engineering, Industrial.

Total Quality Management and customer satisfaction in homebuilding.
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500 $a Source: Dissertation Abstracts International, Volume: 59-02, Section: A, page: 0352.
502 $a Thesis (Ph.D.)--University of Florida, 1997.
520 # $a Based on thorough examination of the literature, a model was proposed describing home-buyer satisfaction as a three-dimensional composite of satisfaction with design, house, and service. An instrument for measuring home-buyer satisfaction, called HOMBSAT, was developed and tested. The instrument was shown to be reliable and valid.
520 # $a For the first time an empirical study has confirmed that implementation of TQM is positively associated with home-buyer satisfaction. This result is especially interesting after the recent critique of effectiveness of TQM initiatives. It was shown that 31% of the variance in company home-buyer satisfaction (SATIS) is explained by the total company TQM score (TOTALTQM). Supplier Quality Management has emerged as the most important factor in shaping all three aspects of home-buyer satisfaction, and yet, it is the area which home builders do not practice extensively.
520 # $a The two primary objectives of this study were (1) to establish a reliable and valid instrument for measuring home-buyer satisfaction and (2) to increase understanding of how Total Quality Management affects home-buyer satisfaction. Two separate surveys were conducted. First, a survey about TQM practice in home building was conducted using data collected from 16 medium to large residential companies located in Florida. Second, data were collected from the home buyers of the participating companies regarding their levels of satisfaction.
520 # $a This study resulted in new insights regarding TQM and home-buyer satisfaction. All three dimensions of home-buyer satisfaction were found to be significant predictors of overall home-buyer satisfaction. Service emerged as the most important component in shaping the overall home-buyer satisfaction. However, service was the area in which home builders demonstrated the poorest performance. The implication is that service is the area with greatest potential for competitive advantage. It can have a far-reaching positive influence on the home-buyer satisfaction.
520 # $a With most markets declining in recent years, the construction industry has become substantially more competitive and higher-risk. Providing superior quality and keeping customers satisfied are rapidly becoming the ways companies differentiate themselves from competitors. Many companies are, however, frustrated in their efforts to improve quality and customer satisfaction through the implementation of Total Quality Management (TQM). They question the link between TQM effort and economic returns and competitiveness.
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792 $a 1997
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