Customer satisfaction in the professional construction management

• Main Author: 游欣怡
• Other Authors: 黃世昌
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/22400886078781779368

碩士 === 國立交通大學 === 土木工程系所 === 95 === What professional construction management provides is a kind of technique service. It’s not enough to provide thorough service quality. Cultivating extended relationship with clients is more important. More and more enterprises evaluate performance by customer Satisfaction. Recently most professional construction management references focus on single theme such as service quality satisfaction and performance evaluation. However factors that influence service quality, in addition to visible hardware include invisible factors such as users’ feelings, the scenario, and satisfaction after the event, internal quality and swift accepting. This research aims at a domestic management actual situation of professional construction management. To do an integrity study first, and then takes 1996 American Customer Satisfaction Index (ACSI) as a model foundation. Using Partial Least Square algorithm as the analytical tool which studies structure model to construct a professional construction management causal model, the author makes the conclusion that the weight estimated by PLS and the score of Measured Variable construct a management matrix diagram and analyze a key factor of influencing professional construction management service quality to improve a service quality and promote a customer satisfaction. Thus, managers could assign resources correctly to promote customer satisfaction.