2019 CSCE Annual Conference - Laval (Greater Montreal) Conference
Quality is gradually becoming a measure to assess organizations that will succeed in any particular industry. Quality has many definitions, but in construction, it has mostly focused on satisfying the customers' requirements. This approach to quality is focused on "technical" requirements, which may be seen as important to the project, but nowadays satisfying customers' "technical" requirements may not be enough to bring about repeat business or customer loyalty. This tends to indicate that total customer experience throughout the lifecycle of the project is essential to customer loyalty. Although Total Quality Management (TQM) emphasizes the importance of customer focus, there is limited research in the construction sector as to what customer experience involves. This research uses a qualitative approach to investigate the aspects that make up customer experience in the construction industry. It also presents various aspects that construction companies will have to plan for, to ensure that they improve the 3Ps (people, products and processes) to achieve better total customer experience. This research study provides valuable information that will enable design and construction professionals to improve quality in their projects by having an understanding of customer experience.