Customer satisfaction towards quality of workmanship in low cost housings in Klang Valley

Abstract

Customer satisfaction is a very popular concept in many industries nowadays including housing industry. In order to enhance quality in the housing industry, the government has introduced CIS 2 as the minimum standardisation requirement for low cost housing. The objective of the survey is to determine customer satisfaction towards the quality of material and workmanship in low cost houses in the Klang Valley. The data was collected by three methods which are by literature review, questionnaire survey and observations on the low cost units. The respondents for the surveys covered fifty (50) low cost housing dwellers in six (6) low cost housings in the Klang Valley area. Statistical Package for Social Sciences Software (SPSS) was used for data analysis based on frequency and average index analysis. The analysis shows the result that the provisions under CIS 2 were fully implemented in the six (6) low cost housings surveyed. However, there are common workmanship defects experienced by the low cost housing dwellers mostly related to the building construction. Despite these defects, the customers or the users of low cost housing in the Klang Valley were generally satisfied with the quality of material and workmanship compared to other unsatisfactory factors covered under CIS 2 such as design and facilities.