A study of customer satisfaction and perceived value relationship in conquas and qlassic certified housing projects

Abstract

Construction activities in Malaysia, as in many developing countries are growing tremendously which generate towards the nation Gross Domestic income. With the growing numbers of developments specifically build to cater for the growing demand for the residential, commercial houses, specific quality standards has to be developed in order to regulate the standard quality that the contractors will need to deliver. This is where the Construction Quality Assessment by Building Construction Authority (BCA Singapore) and Quality Assessment in Construction (QLASSIC) by CIDB Malaysia being developed to set certain benchmarking standard for the building quality. A lot of occurrences reported in the news where the purchasers of the houses were not satisfied with the quality level for the houses being delivered. This study is conducted to understand the customer satisfaction level for unit being handover to purchasers after being assessed through CONQUAS assessment and compare it against development being assessed through QLASSIC assessment. The methodology adopted is through the data comparison for the customer satisfaction level by the purchasers whom development is being assessed by CONQUAS and compared it against the customer satisfaction level by purchasers for development assessed by QLASSIC assessment. By applying the CONQUAS/QLASSIC assessment, it indirectly acts as marketing tool to set benchmark quality level for building and assured customer of minimal complaints related to residential defects upon handover of their keys. The objective of this study is to relate the CONQUAS/QLASSIC to customer satisfaction and establish relationship to customer perceived value of the residential housing. Very few academic research linking on the application of CONQUAS and QLASSIC standards to customer satisfaction can be found. Hopefully, this research will add value to the pool of academic research in understanding the benefit of implementing CONQUAS/QLASSIC standards towards increasing the market value of the property market.