An analysis of the impact of total quality management in increasing customer satisfaction in the con

DISSERTATION
(An analysis of the impact of total quality
management in increasing customer satisfaction in
the construction industry: A study of Barratt
Developments PLC)

ACKNOWLEDGMENT
I want to give my sincere thanks to my mentor who supported me throughout this
dissertation. He gives me motivation and raises my confidence level in completing this
dissertation. It was all because of my mentor who guided me all through the research and I was
able to follow correct path. On the other hand, I would also like to thank my family members and
friends who motivated me and guided me throughout this way. Due to their cooperation and
support I am able to finish this thesis with full quality.

ABSTRACT
In order to retain their loyal customers it is becoming highly essential for companies to
strength their Total Quality Management (TQM) process. For the same, there are several factors
which should be provided to consumers in an appropriate ways. These factors are price, quality,
support services, effective policies, purchase value, Timeliness, production efficiency,
uniqueness and innovation, etc. TQM is a process through which overall quality and
performance of employees can be improved and they are able to enhance their level of customer
satisfaction. Construction can be characterised as a specific type of project industry with some of
the specific features. It is a complete system industry by which heavy customer involvement in
the product life cycle are the norm. In this regards, the present study takes place in order to
determine the role of total quality management increasing customer satisfaction. For the same,
construction industry Barratt Developments PLC is taken into consideration. TQM is highly
associated with the quality assurance. It can also be define as a program covering activities
highly essential to provide quality in work to meet the project requirements as well. Barratt
development is highly focused on delivering the highest quality homes through excellence across
all aspects of construction. Quality in construction is too important to enhance the profitability of
system.
In order to gather appropriate information data has been gathered by the way of using
primary survey technique. Under this, online questionnaire survey methodology has been taken
into consideration on the basis of which different questions have been asked to customers. After
analysing their responses it has been concluded that within the construction industry one of the
key sources of maintaining total quality is reducing defects and wastage of raw materials. It is
also being concluded that customer satisfaction is a most important factor in the better
development and progress of construction projects. With this, most common benefits associated
with customer satisfaction are improvement in communication process, recognition of the
demand of enhancement in the process, evaluation of progress towards the goals, monitoring the
accomplished changes.

TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Background of the study........................................................................................................1
1.2 Research aim..........................................................................................................................3
1.3 Research objectives...............................................................................................................3
1.4 Research questions.................................................................................................................3
1.5 Rationale of study..................................................................................................................3
1.6 Significance of the study.......................................................................................................4
1.7 Structure of the report............................................................................................................5
CHAPTER 2: LITERATURE REVIEW.........................................................................................7
2.1 Introduction............................................................................................................................7
2.2 Customer satisfaction in construction industry......................................................................7
2.3 Major concepts of Total quality management.......................................................................8
2.4 Customer satisfaction levels of Barratt Developments PLC...............................................12
2.5 Impacts of TQM in terms of influencing satisfaction level of customers within construction
industry......................................................................................................................................13
2.6 Summary..............................................................................................................................16
2.7 Conceptual framework.........................................................................................................17
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................18
3.1 Introduction..........................................................................................................................18
3.2 Research Philosophy............................................................................................................18
3.3 Research Design..................................................................................................................19
3.4 Data collection method........................................................................................................19
3.5 Sampling method.................................................................................................................20
3.6 Data analysis plan................................................................................................................21

3.7 Accessibility issues..............................................................................................................21
3.8 Ethical issues.......................................................................................................................22
3.9 Research limitations.............................................................................................................22
CHAPTER 4: DATA ANALYSIS AND RESULTS....................................................................23
4.1 Introduction..........................................................................................................................23
4.2 Data Analysis.......................................................................................................................23
4.3 Thematic Analysis...............................................................................................................23
4.4 Descriptive Statistics...........................................................................................................34
4.5 Cross Tabulations................................................................................................................36
4.6 Hypothesis Testing..............................................................................................................40
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................45
5.1 Conclusion...........................................................................................................................45
5.2 Recommendations................................................................................................................49
REFERENCES..............................................................................................................................51
Books and Journals....................................................................................................................51
Online........................................................................................................................................53
APPENDIX....................................................................................................................................55
Questionnaire for customers of Barratt Development Plc.........................................................55

CHAPTER 1: INTRODUCTION
1.1 Background of the study
According to (Goetsch and Davis (2014) customers are considered as a most important
parts of any organization. In order to attain higher competitive advantage and increasing sales
margin of company it is highly essential to keep customers satisfied. For the same, now day’s
organizations are looking for better strategies through which they can keep their customers
satisfied and motivated as well. Nanda (2005) has given different factors which should be
provided to consumers in an appropriate ways. These factors are price, quality, support services,
effective policies, purchase value, Timeliness, production efficiency, uniqueness and innovation,
etc. By maintaining all these factors effectively, companies are able to attract more number of
customers and maintaining their target base as well. According to Sallis (2014) quality is one of
the major aspects which affects the total satisfaction level of customers in both the positive as
well negative way.
In order to retain their loyal customers it is becoming highly essential for companies to
strength their Total Quality Management (TQM) process. Yang (2003) stated that the whole
process of TQM can be summarized as a management system for a customer focused
organizations. This system can effectively involve all employees in continual improvement. By
this, employee’s performance can be enhanced and they are able to perform more appropriately.
For this, organizations might use various strategies, data as well as effective communication in
order to integrate the quality discipline within an organization. Moreover, Total Quality
Management (TQM) is a wide management approach and aimed to attain long term success in
future business with a strong focus on customer’s satisfaction. This approach depends on
involvement of all employees of an organization in improving culture, process, products and
services. Reducing defects and wastage of raw materials are also considered as important
function of TQM.
Besterfield (2011) argues that TQM views an organization as a collection process. It
maintains that companies must strive to continuously improve these processes. They can easily
maintain this with the help of incorporating the knowledge and experiences of workers. Sallis
(2014) has given effective process for the TQM and stated that “Do the right things, right the
first time, every time. According to Caruana (2002) customer satisfaction is a most important
factor in the better development and progress of construction projects. With the help of this,
1

owners are able to develop better relationships with all the customers. In order to make their
customers loyal they require being concerned about the expected influence on the future projects
as well as word of mouth reputations. However, so far, customer satisfaction in the construction
industry is under researched. One of the major approaches for the satisfaction level of customers
in the construction has been on house building. Low level of customer’s satisfaction is one of the
major research issues of the current study (Gomez, McLaughlin and Wittink, 2004).
Construction industry of UK is facing this problem due to different factors such as time, cost,
quality, client orientation, communication skills and response to complaints. Organizations of
this industry are not capable enough to satisfy their customers on these aspects. It affects the
overall performance of the company. Therefore, the current research study focuses on this
research problem.
Oakland (2014) stated that there are various ways through which overall satisfaction level
of consumers can enhance. For the same, company needs to go through the market research in
order to identify the market needs. On the basis of same, demands of customers can be fulfilled
and organizations can keep them happy and satisfied (Customer satisfaction: a key component of
TQM, 2012). TQM is a process through which overall quality and performance of employees can
be improved and they are able to enhance their level of customer satisfaction. It helps in
preventing mistakes from occurring and maintains the smooth processing of all the business
functioning. Besterfield (2011) argues that continuous improvement is highly linked with the
process of TQM and it provides effective and appropriate detail execution of all the work
elements. With the help of this, continuous improvement takes place as per the capabilities,
people, processes and technological impact. It highly deals with the changing process and
improving results. More importantly with the help of improving capabilities organizations are
able to produce better results in the future. There are mainly five areas on the basis of which
capability improvement can be more focused with such as demand generation, supply generation,
technology, operations and people capability.
In this regards, the present study takes place in order to determine the role of total quality
management increasing customer satisfaction. For the same, construction industry Barratt
Developments PLC is taken into consideration. It is one of the largest residential property
development companies. This organization is situated in UK and highly focused with the quality
of building homes. This company has been building quality new homes since 1958 and due to
2

this they are able to increase the number of intended target audience. This study is highly
focused with the TQM system of construction industry. For the same, systematic procedure will
contain appropriate review of literature review as well as tools and techniques for the evaluation
of better findings.
1.2 Research aim
Aim of the current research is highly related with the customer satisfaction within the
construction industry. There is a huge impact of total quality management in increasing customer
satisfaction in the construction industry. In order to study the same, a case study of Barratt
Developments PLC” has been taken into consideration. It helps in determining most effective
ways through which quality services can be provided to customers and impact on their level of
satisfaction as well.
1.3 Research objectives
 To assess the practice of Total Quality management at Barratt Developments PLC.
 To analyze the customer satisfaction levels of Barratt Developments PLC.
 To analyze the impact of Total Quality management on Customer Satisfaction.
 To suggest appropriate strategies for improving customer’s satisfaction and quality
management of Barratt Developments PLC.
1.4 Research questions
1. What TQM practice is being followed by Barratt Development PLC?
2. How Total Quality Management can influence the customer’s satisfaction level at Barratt
Developments PLC?
3. What are the major strategies which can be used by Barratt Developments PLC for
improving customer’s satisfaction and quality management of organization?
1.5 Rationale of study
It is becoming highly essential these days to go through the effective process for
maintaining customer satisfaction. There are various ways which keeps consumer satisfied and
happy. In today’s highly competitive environment it is highly difficult to cope up with the
changing needs and demands of customers. One of the major issues in this study is highly related
with the fulfilment of those needs and demands. Construction industry is facing the problem of
low customer’s satisfaction and this problem affect the financial performance of the company in
3

negative manner. In order to keep growing with the changes and maintain higher competitive
advantage it is highly essential for companies to enhance the level of customer satisfaction. For
the same, market research of their firms needs to take place timely so that better interaction with
consumers can also be maintained. Here, market analysis helps in meet out with these changing
needs and demands. It clearly reflects that poor quality of the products and services of
organizations of this industry decline the customer’s satisfaction. It is a contemporary issue of
investigation because most of the organizations are investing huge amount of money in
improving quality management aspects and Barratt Developments PLC is one of these
organizations. But, there are no assurance about that weather this investment in quality
management can increase the customer’s satisfaction or not. It is regarded as a big issue and a
major problem due to which whole satisfaction level can be decreased.
The present study clearly incorporate that there is both positive as well as negative impact
between TQM and customer’s satisfaction in construction industry. It might lead to enhance the
sales and profit margin of company while on the other hand; it also decreases the level of
motivation among workers. For the same, construction industry is facing several challenges
regarding home building quality as well as material. So, for determining the worth of this
investment researcher wants to conduct this investigation which will help in getting information
about the impact of total quality management on customer’s satisfaction of Barratt Developments
PLC.
1.6 Significance of the study
The present topic or area of research has its huge significance for all the scholars and
researchers that are interested in terms of carrying out their study in the given subject matter. It is
becoming highly important these days to keep customers satisfied. However, due to the changing
needs and demands of customers it is becoming more and more difficulties for business
organizations to cope with the changes and the requirements of customers. In addition to this,
accomplishment of this study will give clear and detail information about the impact of total
quality management of customer satisfaction (McCollum, 2004). Therefore, it will be significant
for the whole construction industry because by which they can improve their quality
management as well as customer’s satisfaction. Improving quality and customer satisfaction has
received considerable attention in recent years. Significance of the present topic can be measured
with the success of any organization. Among the several key concepts, TQM is customer focused
4

due to which all their requirements must be met first every time. Being a customer oriented and
consumer centric firm, organization can acquire higher profit margin. Their whole success
depends on their behaviour and how well they understand and meet out the needs of all their
guests. TQM as a management system is just not the series of program that puts satisfaction
before profit. It can be define as a system that comprises a set of integrated tools in order to
accomplish business objectives. It is highly essential to keep customers satisfied and happy.
There are mainly two types of consumers i.e. internal (employees) as well as external (end
customers). Both are needed to be satisfied in terms of quality. Internal customers are employees
those constitute crucial component of TQM implementation (Barraza1 and Lingham, 2008).
Workers most of the time easily understands the needs of customers and identify quality
problems for solutions. Moreover, satisfied staff members are the ambassadors for their
respective firms and they are able to create values for organization.
The significance of customer satisfaction has been emphasized by many authors within
the construction industry. So, researcher has decided to conduct an investigation on determining
impact of Total Quality Management in increasing Customer Satisfaction. It will be significant
for construction industry and other organizations because it will help in getting appropriate
strategies for improving quality and increasing the level of customer’s satisfaction.
Further, it will be significant for PhD research scholars for conducting similar study on
construction or other industries in future. Including this, it will also provide appropriate
strategies to different companies for increasing customer’s satisfaction and total quality
management department of organization.
1.7 Structure of the report
Chapter 1: Introduction
This is the initial section of any research where researcher can identify its aims and
objectives on the basis of which whole study takes place. This chapter brief out the general
concepts and terms as per the given subject matter.
Here, researcher also talks about the importance of conducting this study as well as
rationale. Moreover, it can be stated that this is the base chapter of any study and it also helps in
forming the basis of other chapters.
Chapter 2 Literature review
This is considered as most important chapters of any research as it helps in framing most
5

effective findings on the basis of gathered information. In this chapter, it is highly essential to
give appropriate and most relevant information about the selected topic. Moreover, it discuss
about the theoretical concepts, models, knowledge etc. related to the subject. Here, the researcher
will make effective contributions on framing literatures with the help of past studies made by the
previous researchers. All these articles will help in understanding research problem and getting
insights to resolve these problems in effective manner. It is the most effective way and process
where researcher will try to identify the research gaps that exist in the literature.
Chapter 3 Research methodology
This is another most important chapter which reflects the use of various tools and
techniques such as research design, philosophy, sampling, data collection, approach, ethical
consideration, limitations etc. With the help of applying these tools, researcher will easily find
out all the fundamental aspect of the study and frame a most suitable findings as well as
conclusion.
Chapter 4 data analysis
Under this section, appropriate evaluation can take place on the basis of which primary
and secondary information is derived from study. Moreover, this section helps in analysing data
with the help of selected techniques in above chapters. Here the data is analysed by selection of
appropriate technique of analysis depending upon the nature of the research. Under this, most
suitable findings will be frame on the basis of which effective conclusion can be draw.
Chapter 5 Conclusions and recommendations
This is the last chapter of any research in which conclusion will be drawn after analysing
all the knowledge and aspects regarding the given subject matter. It gives total summary of the
study on the basis of which appropriate recommendations are made.
6

CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
This chapter is considered as a most important chapter in which researcher can fill all the
gaps of previous and existing literatures. In addition to this, literature review can also be defining
as one of the most important methods for collecting information from past research studies on
related subjects. There are various past studies done by different authors on total quality
management as well as increasing customer satisfaction. Researcher will choose such historical
studies on total quality management, customer satisfaction with regards to construction industry
of UK. Summary of literature will help in getting appropriate insights in understand the research
problem and drawing a better conclusion as well.
2.2 Customer satisfaction in construction industry
According to Gomez, McLaughlin and Wittink (2004) customers are the key source of
any organization which helps in enhancing the sales as well as profit margin of company. In
today’s highly competitive and volatile world it is highly essential to maintain the satisfaction
level of customers. For the same, an organization needs to provide them quality services so that
customer’s satisfaction can be enhanced. Besterfield (2011) stated that it is not enough to make
customers happy but keeping them loyal towards company is highly essential.
Construction can be characterised as a specific type of project industry with some of the
specific features. It is a complete system industry by which heavy customer involvement in the
product life cycle are the norm. According to Nanda (2005) construction has had a several
problems in producing quality in a customer oriented manner due to the complex nature of this
industry. There are various special characteristics of project specification associated with
construction industry.
Talib, Rahman and Qureshi (2012) argue that within construction industry customer
satisfaction has been considered as a dimension of quality. Yogev (2010) on the other hand
specify that satisfaction with the end state resulting from having consuming a product or a
service. Moreover, it clearly brings that customer as a body incorporate the interest of the buyer
of construction services. There are various authors who have presented that importance of
customer satisfaction as well as its use for evaluating quality as per the customer’s` needs. The
benefits of satisfaction are highly associated with the consumer loyalty, future purchase as well
as positive verbal communication (Agha, 2011). By having positive communication employees
7

are able to understand the needs and demands of customers. With the help of this, they can
provide them effective and high class services and make several changes according to their
desires. In addition to this, it is regarded as the more loyal customers are the more often they use
the services of company. It makes them happy and satisfied as well as loyal customers towards
company. Along with this, it helps in strengthen the relationship with customers and it has been
found to be really profitable for company (Delgado and et. al, 2014). However, there are some of
the basis criteria which organization needs to be fulfilled such as customers’ needs and demands
etc. It is the most effective way to determine and developing high profit margin with company.
According to Kull and Wacker (2010) the customer is satisfied when the experience
exceeds the expectations and them feels dissatisfied when their experience of service quality is
below standards. However, meet out the demands and expectations of consumers are becoming
major concern for the companies. However, measuring customer satisfaction has several benefits
for the organization which are as follows:
 Improvement in communication process
 Recognition of the demand of enhancement in the process
 Evaluation of progress towards the goals
 Monitoring the accomplished changes
Moreover, In order to increase the business profit positive verbal communication is the best
and most essential way. Garengo and Biazzo (2013) stated that high quality and high level of
customer satisfaction helps in increasing the profitability of organization as well as its level of
profit.
2.3 Major concepts of Total quality management
TQM can be define as a total quality management process of any organization which I
helps them in enhancing their profit margin as well as target customers. According to (Heidari
and Loucopoulos, 2014) Total quality management is one of the important functions for every
organization which helps in improving quality of products and services and proficiency of the
organization. It is systematic management process which helps in achieving high profitability.
However, there is a great potential of improvement within the construction industry. According
to Pepper and Spedding (2010) quality is all about meeting the legal, aesthetic and functional
requirements of a project. However, expressed quality is obtained in case of having all the stated
8

requirements adequate. It can also be defined as a viewpoint of functioning, by how closely
project confirms to its requirements.
Walker (2015) stated that Total quality management can also be defined as a continuous
effort from the team of management as well as workers of any particular organization. It is the
most effective way which ensures long term customer loyalty as well as higher level of customer
satisfaction. However, any one of the satisfied customers can bring several other customers along
with him (Quality management, 2015). In order to attain long term success organization requires
dividing its TQM process in 4 categories such:
 Plan
 Do
 Check
 Act
The above given phases clearly indicates that by going through the effective processing
better quality can be easily acquired. Here, planning is considered as a most important concept
which can be where employees have to come up with their problems and queries. It is the most
effective way through which they can identify various challenges they face in their day to day
business operations. At this situation they require to go through the necessary research and
collect the relevant data as well. By finding out effective solutions quality of services as well as
products can be enhanced (Barraza1 and Lingham, 2008). Moreover, they can develop
appropriate solutions and for all the problems faced by them at the time of doing phase.
According to Caruana (2002) workers can effectively develop appropriate solution for all the
problems covered in the planning phase. In addition to this, people can easily confirm the
effectiveness of the processes and measure the results by going through the appropriate
comparison analysis. Moreover, it can be stated that all these stages and process can be defined
as a PDCA cycle. By this all the necessary actions and business processing of firm can be
improved.
Harrington, Voehl and Wiggin (2012) have concluded that “TQM approach focuses on
reducing defects and wastage of resources of the organization because these are important
aspects of total quality management”. In order to acquire success of any construction project
quality is regarded as a critical factors. It has become a key philosophy to assist the organizations
in becoming the most efficient and competitive that it can be. These types of organizations are
9

highly customer associated and try to fulfil all their needs and desires (McGeorge and Zou,
2012). Each person within such types of firms must consider the needs of next person in line who
uses his output. In this concern, it can be determines that employee empowerment is highly
required so that high quality products can be easily produced.
However, there are some of the basic concepts of total quality management which are as
follows:
Continuous improvement of quality: One of major factors to all TQM system is just to
improve the quality of the products as well as services provided by the company. By improving
the quality organization can easily attain the greater productivity as well as enhances the ability
of organization to remain vital for the same. They can serve their consumers more appropriately
and provide them basic services as per their needs and desires. McCollum (2004) stated that
focusing on continuous quality improvement helps the organization in doing right things.
10
Continuous
improvement of
quality
Central focus on
the customers
as well
Systematic
improvement of
operations
Long term
thinking
Open work
environment
Development of
HR

Central focus on the customers as well: Maintaining TQM is highly associated with the
satisfaction level of customers (Psychogios, 2007). Needs and desires of consumers clearly
define the quality of product and helps organization as well in doing right things.
Systematic improvement of operations: Management of any organization is highly
responsible for maintaining the identification of problems within their systems (Yang, 2003). By
going through the effective processing of TQM company can easily find out all the places that
becomes the biggest reason for unnecessary complexities. On the basis of this, company tries to
identify the solution that prevents them in future.
Open work environment: Improvement in the quality requires appropriate atmosphere
for innovations where suggestions are always welcome. According to Sallis (2014) within any
organization there are several activities associated with the improvement of work process as well
especially when teams are involved. Providing open working environment and positive
communication with each other helps in enhancing the brand loyalty of company.
Long term thinking: This is considered as another most common and best factor
associated with the process of total quality management. According to Harris and McCaffer
(2013) TQM is also characterised by the long term thinking which helps the company in setting
their future directions as well as goals. It can take place by understanding the consequences of
current actions. This thinking works best in the organizations where manager plan to stay and
this have a stake in the consequences of their decisions.
Development of HR: The whole TQM principle associated with company helps in getting
right job to people and doing their job with full efficiency. All such companies are seriously
committed to employee learning and development (Charles, 2009). It involves several functions
on the basis of which people get educated and perform their quality standards of a specific job.
Human resource team is highly responsible for providing training in order to learn, communicate
and providing quality improvement within their work environment.
According to Goetsch and Davis (2014) total quality management is a process which enables
workers to focus on the quality rather than quantity.
All the above given factors determines the basic concepts of total quality management
that helps the organization in providing high quality services to all their customers.
11

2.4 Customer satisfaction levels of Barratt Developments PLC
In order to attract huge base of customers towards the services of company and enhance
their satisfaction level it is highly essential to provide them quality service. Barratt developments
Plc has been building quality new homes since 1958. This is the major concept which helps the
company in enhancing their customer base. Nowadays company is recognized as a highest
quality national house builder (Hansson, 2003). One of the major reasons behind this success is
having their own quality management system.
In order to maintain their quality in the year of 2010, their quality control procedures put
in place to handheld device. It helps them in checking and recording the build quality of their
plots. One of the major concerns of Barratt development is to deliver customer satisfaction. For
the same, they have developed a new training programme for the entire customer facing staff
(Customer satisfaction: a key component of TQM, 2012). Under this, staff members are reinforcing
the policies and procedures just to make sure that employees keep customer focused behaviour.
It is the prompt way to enhance the customer loyalty and maintain their level of satisfaction as
well.
According to Mitra (2012) communication is highly related to the quality service of
company. Communicating with customers is also essential for excellent customer service. For
the same, company allowed their customers to make service enquired directly to the relevant
member. Welcome card and e-mail for every customer have been presented by company where
consumer can effectively raise any type of query.
However, by providing quality service to all the customers company can easily generate
higher revenues. Barratt keep their consumers desire on their top priority. Company usually
respond to customer needs appropriately. It has been founded from the past analysis of company
their product ranges are regularly reviewed to ensure that they reflect latest trends and customer
feedbacks (GamalAboelmaged, 2010). By this, they are able to provide internal layout designs
with modern living minds.
Level of satisfaction of customers depends on the quality and prices. However, there are
various other factors which affect the customer loyalty. The site managers of Barratt
development have received the highest number of awards for quality. They were also awarded
with the Pride in the job awards. By following sustainable procurement and timber sourcing
policy great level of customer satisfaction can enhanced.
12

Agha (2011) has asserted that “Satisfaction level of customers depends on the purchase
value of money, fulfilment of needs and requirements etc. On the other hand, Mitra (2012) stated
that for the construction industry, generally investment of customers is very high so, they expect
high quality products and services from organization.
So, low quality can decline their level of satisfaction and high quality products and
augment their satisfaction level. Therefore, construction industry needs to focus on quality of
products and services for increasing customer’s satisfaction.
2.5 Impacts of TQM in terms of influencing satisfaction level of customers within construction
industry
From the past years construction industry has been criticised for its poor performance and
productivity in relation to other industries. Due to this problem various management practices
have been associated by firms so that clients demand can be improved. However, most of the
customers nowadays are highly concern with the improved service quality, faster building as
well as innovations in technologies (Benavides and et.al, 2014). With the help of such latest and
advanced technologies firms can effectively maintain their business operation and keep their
business process more smooth. Author has come up with several dimensions of TQM practices
from which organizations extracted strategies for improvement as well. There are some of the
common dimensions of TQM which is required within any construction industry such as
employee relations, organization, product design process, quality information, supplier
relationships as well as design instruments (Conti, 2012).
According to (Mitra, 2012) one of the most important term within the area of TQM is
highly associated with the quality assurance. It can also be define as a program covering
activities highly essential to provide quality in work to meet the project requirements as well. In
order to achieve this criteria company requires establishing project related policies, procedures,
standards, training as well as guidelines just to produce better projects. Sallis (2014) has asserted
that “total quality of the organization is also related to the use of raw material and inventory
management of the organization”.
Overall, Yang (2003) has concluded that “TQM have positive as well as negative impact
on customer’s satisfaction”. As per this statement high quality products and services can satisfy
their needs and requirements but it is associated with the high price so, it can negative affect the
customer’s satisfaction in pricing aspects. But, on the other hand effective quality of products
13

will provide appropriate purchase value which will help in satisfying their needs and
requirements. Therefore, TQM plays very important role in affecting customer’s satisfaction in
construction industry (Heidari and Loucopoulos, 2014).
Conti (2012) has asserted that Quality of the products and services can affect the number
of customers, financial and non-financial position of the organization, corporate image of
organizations, etc. In this regards, every organization needs to focus on TQM for improving
overall performance of the firm. Besterfield (2011) has concluded that “Most of the
organizations invest huge amount of money in technology for improving quality of different
products and services”. By incorporating these techniques or technologies organizations can
easily run their business operations smoothly. Within this concern, it can be determine that by
adopting latest technologies companies can easily raise their customer’s satisfaction.
Construction industry is fully associated with the project development areas and several
fields related to the construction. At the time of providing any construction material company
highly requires satisfying and fulfils the needs and desires of customers (Kull and Wacker,
2010). By effectively managing their quality services with the help of maintaining appropriate
TQM processing and following several quality methods organization can keep their customers
happy. Keeping their consumers satisfied is the biggest factors which is associated with the
quality services.
According to Goetsch and Davis (2014) in today’s highly globalized world needs and
desires of consumers are changing day by day. In order to meet out these needs one of the most
essential tasks for company is just to provide high quality service.
TQM (Total Quality management) is a technique used to satisfy and meet the changing
demand of customers. The construction industry is competitive industry as such it becomes
essential that the customers are satisfied with the services they are getting.
Mitra (2012) stated that, some of the most common elements of TQM are ethics,
integrity, trust, training, teamwork, leadership, recognition and communication. The needs of
customers are expected and the designs or the layout of the construction project is based on the
need of customers and not the designer. The best thing at the planning and designing stage would
be to involve the customer and his ideas should be included in the project. This makes them more
satisfied with the end product. According to Yang (2003) TQM ensures that the project is
completed as per the customer's standard and the quality is maintained. However, employees of
14

the construction industry usually allow customers to self-inspect and monitor the process before
completion of the project. The feedback from the customers is taken seriously and changes are
made accordingly to make the customers happy (Quality management, 2015). The project
completion is done timely and without compromising with the quality of the material used. It is
for the same reason that many construction companies have people to whom the customers can
contact in case of any query.
On the other hand, Walker (2015) stated that, the customer would also pay more if the get
best of the facilities and the construction is done as per the expectation of them. The friendly
behaviour, maintaining transparency, clear service policy and responding to the customers timely
are some of the methods that are commonly used. These days construction industry has people
within the organization who would ensure that the quality is maintained and the constructed
building or projects are free from defects. Not only during the construction of the product but
even after that have had had the customer’s queries had to be resorted. So the whole process
begins with knowing and analysing the need of the customer and continues even after the
construction (McGeorge and Zou, 2012). The activities such as marketing, designing,
manufacturing, maintenance and engineering all are done as per the demand of the customer. If
any company if not using TQM approach then the customers would switch to other construction
company who satisfies their needs. They would feel comfortable and confident in the company
doing the construction. The facilities like face to face conversation and transparency in the
operations of the construction company make customers loyal to them. He would not think to
switch to other company as the experience of last time was good.
In this way it is being determine that TQM plays an important role not only in
maintaining the quality of the service but also in influencing the customers. According to Agha
(2011) the entire process of TQM involves customers and makes the company look more reliable
and trustworthy in eyes of the customer. Most of the companies in the construction industry have
already included TQM (Total Quality management) as an integral part of their organization.
Gomez, McLaughlin and Wittink (2004) stated that, satisfied customer is an indication
that the contractor has done justice to its capability, abilities and the experience that he possess.
It is only the customer that gives the contractor that extra edge that is needed to differentiate
himself from his rivals. It builds a long term relationship and the customer would reach the same
contractor if any more construction activity has to be carried out.
15

2.6 Summary
From the above literature review it has been summarised that Customer satisfaction is the
best indicator of how likely a customer will make purchase in future. Within this industry a
customer is one who wants the constructed facilities with high quality material. There are several
approaches used by organizations in order to maintain better and effective relations with
customers. Further, quality can be explained as a precedent of customer satisfaction and it can
also be reflected to project production in construction. Customer satisfaction in construction
should be understood as a relationship between customer and contractor constitute. It has been
identified that Total quality management confirms that every employee is working towards the
improvement of work culture, process as well as service. In today’s globalized world majority of
construction industries are trying to provide modern living infrastructure to all their consumers.
In this concern, it can determine that TQM process of company should be go through the proper
planning phase. Barratt development is highly focused on delivering the highest quality homes
through excellence across all aspects of construction. Quality in construction is too important to
enhance the profitability of system.
During the construction phase organization requires to go through the proper supervision.
It is the most effective way by which clearly ensures that owner receives his money in terms of
quality. Further, quality services keep them more satisfied and happy who would even
recommend the company to others. This builds a long term relationship between the company
and its customers. The characteristics that all customers desire in the contractor are assurance of
quality, use of proper material, co-operation and environment safety. Further, it has been
summarised that maintaining quality and providing high quality services helps in keeping all the
customers happy and satisfied.
16

2.7 Conceptual framework
17
Total Quality Management
Increasing Customer
Satisfaction
Improved
Communication
Monitoring the accomplished
Changes
Recognition of the
demand
Increasing Profitability

CHAPTER 3: RESEARCH METHODOLOGY
3.1 Introduction
Moving forward step by step, the next and most important chapters of any research is its
methodology. This is considered as a most important chapters of any study in which researcher
can find out most effective and suitable techniques through which data can be gathered. There
are various techniques such as research approach, methodology, data collection, analysis etc. In
addition to this, Methodology of the research can be defined as an appropriate process of
resolving research problem using different tools and techniques (Silverman, 2010). There are
different methods which will help in conducing investigation in effective manner and these are
described as under:
3.2 Research Philosophy
It is a belief regarding the way by which the data can be gather, analyse and use for
achieve the objectives of the research. It is a broad framework that includes different perception,
theories, and beliefs etc. which are important for the research. It plays an important role in the
investigation because it ensures the researcher to complete the entire study either in objective or
subjective manner (Hoy, 2009). It reflects the necessary assumption of the scholar which has
been already taken on the basis of research strategy. There are two types of research philosophy:
positivism and interpretivism. Positivism research philosophy defines the idea of objectivity of
the research. It works on experiments and observation of the collected numerical data. The
sample size of the experiment is large and select from the huge population. On the other hand, in
interpretivism research philosophy, the investigator gives the more preference to other beliefs
and values. The main focus of the scholar on presents the real facts and figures which can easily
and clearly address the research problem. Here, the sample size of the respondents has small in
number as compare to positivism research philosophy (Wilson, 2010). In the case of present
research, the author will select positivism research philosophy because with the help of this, it
will be easy to give emphasized on subjectivity of the study as compare to objectivity. One of the
major reasons behind the selection of this strategy is development of hypothesis. Positivism
philosophy is being used at the time when hypothesis is being developed. With the use of it,
researcher will easily determine the major impacts of TQM on customer’s satisfaction of Barratt
Developments PLC.
18

3.3 Research Design
It is refers to overall strategy which has chosen by the researcher to combine all the
elements of the study in logical and ordered manner. It has ensured the effectiveness of the
research problem and develops a set of process of data collection, measurement and its analysis.
There are two types of research design: descriptive, experimental and casual. Descriptive
research design refers the type of research question, data analysis etc. It helps in define the
characterises of the population which are needed to be studied. It is used to obtain the data for
the present research issue (Bruce and Martin, 2012). On the other hand, in the case of
experimental research design, it provides a blueprint to the researcher to test his hypothesis to
define the relationship between the different depended and in-depended variables by reach to a
valid and reliable outcome. Similarly, the casual research design helps in determine the cause
and effect relationship between the two variables. Generally, it is use to evaluate the impact of
particular changes in the process i.e. determine the reason of occurrence of the problem. The
researcher will select the descriptive research design method to address the research problem.
The reason of considering for present study is it will help in conduct qualitative investigation
(Dr. Lazar, Dr. Feng and Dr. Hochheiser, 2010). Therefore, it will be beneficial for the
researcher to identify the impact of TQM on level of customer satisfaction of Barratt
Developments PLC. In addition to this, it will assist the scholar to conduct the customer
satisfaction survey in most effective manner because it will help in achieve the useful
information to solve research issue.
3.4 Data collection method
It is regarded as a most important technique under which researcher can find out most
appropriate information as per the given subject matter. There are different techniques on the
basis of which best information can be gathered. Basically there are two ways of data collection
i.e. primary as well as secondary (Steinhauer, 2002). Primary data will be gathered by the way of
different techniques such as survey, questionnaire, interview etc. These are the most effective
and best suitable techniques which help in gathering responses of different people. Primary and
secondary data collection methods are appropriate for collecting facts and figures about TQM
and customer satisfaction.
As per the given study, data has been accumulated by the way of both primary as well as
secondary sources. These two sources have been used to gather appropriate and suitable
19

information so that research aims and objectives can be accomplished successfully and
competently (Chilisa, 2012). Most of the time the major issue faced by researcher is related to
the availability of data. However, both primary and secondary sources are not that much reliable
and accurate all the time. Within this regards, all the tools used in primary data collection
methods ensures the suppleness and openness in research which cannot be gained through
secondary sources. Through such techniques, researcher can easily derive best suitable
information by asking different questions from their respondents. In this concern, Primary data
has been gathered by the by researcher for getting fresh and new information about the
satisfaction of customers towards quality of products and services of Barratt Developments PLC.
For this, online questionnaire survey methodology has been taken into consideration on
the basis of which different questions have been asked to customers (Welman, Kruger and
Mitchell, 2009). In contrast, Secondary data collection method will be applied by author for
getting information about the past research studies on current subject.
3.5 Sampling method
This method is regarded as a most important way through which researcher can narrow
down the whole population of world. There is a customer base of Barratt Development Plc. due
to their quality products. Contractors are able to communicate more effectively with all their
customers. In the present study sample size of consumers requires to be select due to the huge
customer base of company (Noor, 2008). Here, data has been gathered by the way of using
primary technique where online questionnaire sent to the selected sample.
Mainly there are two techniques on the basis of which sample size can be selected such
as: Probabilistic as well as non-probabilistic sampling. At the time of selecting probabilistic
sampling technique arbitrary selection process is taken into consideration while on the other
hand, unequal participation of all selected sample takes place. As per the present investigation of
Barratt development PLC non-probability sampling technique has been incorporated. Under this
technique convenience sampling method has been taken into consideration just to select the most
appropriate sample size (Wiley and Herman, 2011). Researcher can select the required sample as
per the convenience. It is beneficial for investigation as it reduces time and cost of investigator.
For the same, sample size of 50 customers has been selected in order to measure their responses.
Here, researcher can acquire and rate their satisfaction level towards the quality of services as
well as products of Barratt Development.
20

3.6 Data analysis plan
One of the most important tasks for any researcher is just to analyse the appropriate
information in order to present most suitable findings. Mainly there are two types of data
analysis technique i.e. qualitative as well as quantitative technique. In order to gather qualitative
information interview and questionnaire survey can be entailed. Their responses can be easily
analysed by the way of using thematic analysis technique (Mackey and Gass, 2013). On the other
hand, quantitative responses can be analysed with the help of using statistical technique. For the
same, different techniques can be used such as Ms-Excel as well as SPSS tool etc. It is highly
related to the numerical and mathematical interpretation of data. Further, it can be stated that
thematic analysis is generally used by the researcher for examining qualitative information and
statistical analysis is applied for interpreting numerical data (Fixsen and et.al, 2005).
As per the given scenario, it can be determine that researcher needs to incorporate both
the techniques. The information which has been gathered by primary data collection techniques
can be easily analysed by qualitative as well as quantitative techniques. These are two most
common techniques associated with the better results and analysis ways. Therefore, in this
present research both descriptive and inferential analysis methods have been taken into
consideration (Kuada, 2012). As per the research planning, researcher has to use thematic
analysis for examining subjective or qualitative information and about TQM and customer
satisfaction. It is considered as descriptive analysis and comprises different themes. At the time
of incorporating inferential analysis, researcher frame different hypothesis on the basis of
gathered responses. In this regards, it can be stated that both qualitative and quantitative data
analysis methods has been taken into consideration in this present study. It is the most effective
way through which researcher is able to analyse all information about the research subject in
effective manner. Moreover, findings of both techniques will help in making appropriate
conclusion for current investigation (Gomez and Jones, 2010).
3.7 Accessibility issues
At the time of conducting any research there are some of the most common accessibility
issues which may occur. Under this, it has been founded that at the time of gathering any
information from secondary sources researcher have found several accessibility issues.
Researcher may face different issues for accessing relevant information about the total quality
management of Barratt Developments PLC. It may affect the final findings of the research. So,
21

researcher needs to take permission to Barratt Developments PLC for gathering information
about the TQM department of the firm (Jackson, 2010). They are not able to easily acquire the
reliable information as per their requirements. Along with this, researcher will face problem in
determining link between TQM and customer’s satisfaction in construction industry. For
resolving this issue researcher needs to use advance search option (Bhattacharyya, 2009).
3.8 Ethical issues
While conducting any research it is highly essential to follow all the ethics of the study is
just to maintain appropriateness of the study. There are several ethics such as privacy of
information, plagiarism, consent form etc. As per the above discussion researcher go through the
primary data collection technique in order to determine the impact of TQM on customer
satisfaction (Jackson, 2010). At this time, researcher ensures to keep all the customers and
respondents of Barratt developments information safe and secure. It should not be enclosed in
front of anyone. They has also given them a right to withdraw in which respondents can left the
survey process whenever they found it not suitable for them. In addition to this, Prior approval of
all the participants is highly required. The approval from all the participants of the research has
been taken beforehand. Along with this, plagiarism and manipulation of data are also considered
as another most important ethical issue in secondary data collection method. In this regards, it
has been identified that all the information gathered from varied secondary sources is authentic
and reliable. No plagiarized information has been taken into consideration by researcher (Gomez
and Jones, 2010). Further, it can be stated that in the present research all the ethics have been
followed by researcher. It clearly determines the appropriate validity and reliability of the study
as well.
3.9 Research limitations
Each and every research is associated with some limitations which can delay the project
as well as affect the findings of research. For the current investigation major limitations may
include lack of time, experience and money (Silverman, 2010). Appropriate planning for
managing time and cost will help in completing investigation as per the schedule and proposed
budget. For getting experience researcher needs to review the papers of past research scholars.
22

CHAPTER 4: DATA ANALYSIS AND RESULTS
4.1 Introduction
This chapter is regarded as most important chapters of any study as it helps in framing
most suitable findings on the basis of gathered responses from varied respondents. With the help
of this researcher can frame a most suitable conclusion of the given study. Data can be analysed
by the way of using qualitative as well as quantitative technique. As per the present study, impact
of TQM on the level of customer satisfaction can be easily measured by gathering responses
from customers only. They are liable to present their satisfaction level towards the service
quality and products of company as well. They can respond according their experience that at
what level they are satisfied with the service quality of company.
For the same, data has been gathered in the form of questionnaire survey. This survey has
been filled by 50 respondents of the Barratt Development those who are their regular customers.
On the basis of their responses appropriate findings can be developed by researcher in this
section. This is being presented by both qualitative as well as quantitative technique. Under
qualitative technique data is being analysed by the way of using thematic analysis while on the
other hand, quantitative technique is also being used under which SPSS tool is being
incorporated. Further, it has been founded that both descriptive and inferential analysis methods
have been taken into consideration. On the basis of thematic analysis, various themes have been
presented with the help of framing several frequency tables. It gives appropriate description that
on what level quality hampers the satisfaction level of customers. In this regards, it can be stated
that both qualitative and quantitative data analysis methods has been taken into consideration in
making appropriate conclusion for current investigation.
4.2 Data Analysis
4.3 Thematic Analysis
Gender
Frequency Percent Valid Percent Cumulative
Percent
Valid
Male 29 58.0 58.0 58.0
Female 21 42.0 42.0 100.0
Total 50 100.0 100.0
23

Findings: With the help of above thematic analysis it has been founded that at the time of
taking responses from customer’s majority of them were males. From the above table it has been
founded that58% male have participated in this survey process and they have shared their
experience. On the other hand, 42% respondents
Does total quality of Barratt development Plc. products and
services enhance your level of satisfaction?
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Yes 31 62.0 62.0 62.0
No 7 14.0 14.0 76.0
Sometimes 12 24.0 24.0 100.0
Total 50 100.0 100.0
24

Findings: After gathering the responses of customers of Barratt Development,
frequencies of their answers have been interpretated. It has been identified from the above table
and bar chart representation that (62%) respondents replied in affirmative manner and clearly
stated that they are satisfied with the services of company. On the other hand, (24%) of them
stated that sometimes they feels satisfactory while sometimes do not. It shows the loopholes in
their whole business processing as well as operations. Moreover, some of them (14%) stated that
they were not really satisfied with the quality of products and services of company. With this, it
has been clearly argued that majority of respondents replied in affirmative manner. They clearly
argued that they are satisfied with the quality of company’s products and services as well.
25

Does use of latest and advanced technologies at the time of
construction enhances your satisfaction level?
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Yes 32 64.0 64.0 64.0
No 9 18.0 18.0 82.0
Sometimes 9 18.0 18.0 100.0
Total 50 100.0 100.0
Findings: After gathering the responses of customers of Barratt Development, it has been
founded that use of advance technologies keeps customers satisfied as they are able to attain
quality service. From the above table and bar chart representation it is being identified that (64%)
respondents replied in affirmative manner. On the other hand, (18%) of them stated that
sometimes they feels satisfactory while other 18% shows their rejection and determines that they
are not satisfied with the services of company. They stated that by the way of using latest
technologies also company do not able to meet their level of expectations. With this, it has been
clearly argued that majority of respondents replied in affirmative manner. They stated that use of
latest and advanced technologies at the time of construction Projects Company meets out their
customers’ expectations and keeps them satisfied as well.
26

Are you satisfied with the services of Barratt development PLC?
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Highly Satisfied 9 18.0 18.0 18.0
Satisfied 27 54.0 54.0 72.0
Neutral 8 16.0 16.0 88.0
Dissatisfied 5 10.0 10.0 98.0
Highly
Dissatisfied 1 2.0 2.0 100.0
Total 50 100.0 100.0
Findings: At the time of gathering responses of different respondents it has been founded
that majority of them were satisfied with the services of Barratt Development. From the above
table and bar chart representation it has been founded that (54%) respondents were satisfied with
the service quality of company. It clearly shows the smooth business processing of company and
27

raises their customer base with the same. On the other hand, (18%) of them were highly satisfied.
By viewing this ratio it can be analysed that company provides quality services to all their
consumers. However, some of them (10%) show their dissatisfaction while others (16%)
presented their neutral reaction. Further, the above theme clearly presented that majority of
customers were satisfied with the service quality of construction projects of Barratt Development
Plc.
According to you, Does Company provides you the designing of
construction project as per your requirements?
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Yes 31 62.0 62.0 62.0
No 9 18.0 18.0 80.0
Sometimes 10 20.0 20.0 100.0
Total 50 100.0 100.0
Findings: When customers have been asked about the matching sources of their
expectation level them majority of them replied in positive way. They clearly stated that
company keeps their desires on top of their requirements and provides them high quality services
as well. From the above table and bar chart representation it is being identified that (62%)
respondents replied in confirmatory manner. On the other hand, (18%) of them stated that
28

company do not meet out their expectation level. They stated that by the way of using latest
technologies also company do not able to meet their level of expectations. Further, the above
whole technique clearly argues that Barratt Development Plc. keeps their customer satisfied by
the way of meeting their level of expectations. They develop their construction projects as per
their requirements.
Would you like to reach the same contractor if any more
construction activity has to be carried out?
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Yes 37 74.0 74.0 74.0
No 13 26.0 26.0 100.0
Total 50 100.0 100.0
Findings: At the time of gathering responses from the customers of company it has been
founded that most of the customers go back to the same contractor of Barratt Development in
case of carrying out any more activity. It clearly shows their trust level and loyalty as well. The
above table and graphical analysis shows that 74% respondents replied in affirmative manner.
They stated that due to the quality services of company customers would like to reach to same
29

customers at the time of requirement of any further same construction activity. On the other
hand, some of them (26%) stated that they do not like to contact to same contractor.
Assurance of Quality
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Highly important 30 60.0 60.0 60.0
Important 11 22.0 22.0 82.0
Somewhat
Important 4 8.0 8.0 90.0
Not so important 3 6.0 6.0 96.0
Not at all
important 2 4.0 4.0 100.0
Total 50 100.0 100.0
Findings: At the time of gathering responses from different respondents customers have
been asked for several questions. When they have been asked about the most important factors
which make them more loyal towards any construction company then most of them replied that it
is assurance of quality. 60% of them stated that quality assurance is highly important factor for
them. Their loyalty base depends on the same. However, 22% respondents found it important to
maintain loyalty. Further, the above table and bar chart clearly represents that assurance of
quality is highly important to gain the satisfaction level of customers.
30

Material Price
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Highly important 27 54.0 54.0 54.0
Important 14 28.0 28.0 82.0
Somewhat
Important 3 6.0 6.0 88.0
Not so important 3 6.0 6.0 94.0
Not at all
important 3 6.0 6.0 100.0
Total 50 100.0 100.0
Findings: When customers have been asked about the material pricing of their
expectation level them majority of them replied in positive way. They clearly stated that
company keeps their desires on top of their requirements and provides them high quality services
as well on prices they consider. From the above table and bar chart representation it is being
identified that (54%) respondents replied in confirmatory manner. they stated that prices are
highly important for them as they are having huge expectations from the service quality as well.
On the other hand, (28%) of them stated found it important.
31

Communication
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Highly important 7 14.0 14.0 14.0
Important 32 64.0 64.0 78.0
Somewhat
Important 5 10.0 10.0 88.0
Not so important 3 6.0 6.0 94.0
Not at all
important 3 6.0 6.0 100.0
Total 50 100.0 100.0
Findings: Customers are the key source of any organization and they rely on various
ways due to which they feel satisfied. When they have been asked about the important factors
which raise their loyalty level than 64% replied its communication. All of them found that
communication is important for them to maintain better relations with company and proper
identification of their needs. They stated that by having appropriate communication with
contractor they can easily understand their project requirements. They found service enquiry
very satisfactory in resolving their any type of query. However, some of them 14% found it
highly important whole other 6% stated that it is not so important for them. Further, the whole
32

table presented above stated that customers consider communication as a most important tool for
their level of satisfaction.
Co-operation and environment safety
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Highly important 34 68.0 68.0 68.0
Important 10 20.0 20.0 88.0
Somewhat
Important 2 4.0 4.0 92.0
Not so important 2 4.0 4.0 96.0
Not at all
important 2 4.0 4.0 100.0
Total 50 100.0 100.0
Findings: The above presented theme clearly explores the area which keeps Barratt
Developments customers satisfied. When they have been asked about those factors which keep
them satisfied than majority of them (68%) stated that co-operation and environment safety is
highly important. While taking any construction project under consideration customers
33

determines that they usually look for the co-operative nature of constructors and other
management people of company. On the other hand, 20% of them found this important as they
mainly look for those projects which present environment safety.
4.4 Descriptive Statistics
N Minimu
m
Maximu
m
Mean Std.
Deviation
Are you satisfied with
the services of Barratt
development PLC?
50 1 5 2.24 .938
Valid N (listwise) 50
Findings: By referring the responses of different customers of Barratt Development Plc.
it is being carried out that majority of them were satisfied with their services. From the analysis it
has been founded that 2.24 mean value in favour of the given statement. It clearly denotes that
the responses of customers depend on the value 2. It shows that they are satisfied with the
services of company. They usually go through the proper communication with customers and
easily able to maintain their level of satisfaction.
Most important factors which makes you more loyal towards any construction
company.
N Minimu
m
Maximu
m
Mean Std.
Deviation
Assurance of Quality 50 1 5 1.72 1.107
Material Price 50 1 5 1.82 1.173
Communication 50 1 5 2.26 .986
Convenience 50 1 5 2.22 1.093
Co-operation and
environment safety 50 1 5 1.56 1.033
Valid N (listwise) 50
Findings: At the time of gathering varied responses of respondents it has been founded
that there are various factors which makes customers more loyal towards any construction
company. When they have been asked about the quality factor then customers reply that they
consider this factor highly important. It has been identified by the mean value 1.72 presented in
34

above table. On the other, when they have been asked about the material price, then mean value
lies between 1.82. It determines that is also an important factor for them which they mainly
consider at the time of purchasing any product.
In the above table mean value for communication is 2.26 which show that it is important
for customers. With the help of having appropriate communication they are able to easily
understand more about the quality of products. Their specific needs can also be identified with
the help of appropriate coordination between constructor and customers. Moreover, another
factor presents that majority of customers required convenience as well. The mean value 2.22
presents that it is important to maintain convenience. Further, the last factor is co-operation and
environmental safety. As per the above table it is being founded that its mean value is 1.56 which
present that this factor is highly important for customers. They found this important and stated
that by having cooperative behaviour from the staff members of Barratt they feels satisfied.
Further, the above whole factors are considered as most important factors through which
company keeps their customers loyal.
Does total quality of Barratt development Plc. products and services enhance
your level of satisfaction?
N Minimu
m
Maximu
m
Mean Std.
Deviation
Does total quality of
Barratt development
Plc. products and
services enhance your
level of satisfaction?
50 1 3 1.62 .855
Valid N (listwise) 50
Findings: From the above table it has been founded that total quality of Barratt
Development Plc. products and services helps in enhancing their customer’s satisfaction level.
The above table presents that mean value is 1.62 which clearly determines the majority of
customers replied in affirmative manner. They stated that yes total quality changes their level of
satisfaction and keeps them motivated with the same. It is the most effective way through which
they become loyal towards the company.
35

N Minimu
m
Maximu
m
Mean Std.
Deviation
According to you, Does
Company provides you
the designing of
construction project as
per your requirements?
50 1 3 1.58 .810
Valid N (listwise) 50
Findings: In today’s highly competitive environment it is highly essential for companies
to provide their customers various products and services as per their needs and demands. In this
concern, it is being identified that Barratt development plc. keeps their customers satisfied with
the help of having quality services related to their query. In the above table mean value which is
being presented is 1.58 which clearly shows that majority of them replied in affirmative manner.
However, some of them do not found these projects according to their needs. Further, the above
theme presented that customers are getting various projects as per their desires.
N Minimu
m
Maximu
m
Mean Std.
Deviation
Would you like to
reach the same
contractor if any more
construction activity
has to be carried out?
50 1 2 1.26 .443
Valid N (listwise) 50
Findings: At the time of gathering varied responses of respondents it has been founded
that customers would like to reach the same contractor if any more construction activity has to be
carried out. It has been identified by the mean value 1.26 presented in above table that customers
replied confirmatory.
4.5 Cross Tabulations
36

Are you satisfied with the services of Barratt development PLC? * Does total quality of
Barratt development Plc. products and services enhance your level of satisfaction?
Count
Does total quality of Barratt development
Plc. products and services enhance your
level of satisfaction?
Total
Yes No Sometimes
Are you satisfied with
the services of Barratt
development PLC?
Highly Satisfied 3 1 5 9
Satisfied 17 5 5 27
Neutral 5 1 2 8
Dissatisfied 5 0 0 5
Highly
Dissatisfied 1 0 0 1
Total 31 7 12 50
Findings: From the above cross tabulation table it has been founded that customers are
satisfied with the total quality of Barratt Development as well as it’s all other services. The
above table clearly shows the satisfaction level of customers and determines that quality is the
most important factor. Majority of customers are satisfied with this factor presented by company.
Does total quality of Barratt development Plc. products and services enhance your level of
satisfaction? * Assurance of Quality
Count
Assurance of Quality Total
Highly
important
Importa
nt
Somewhat
Important
Not so
important
Not at all
important
Does total quality of
Barratt development
Plc. products and
services enhance
your level of
satisfaction?
Yes 20 5 2 2 2 31
No 4 3 0 0 0 7
Sometim
es 6 3 2 1 0 12
Total 30 11 4 3 2 50
37

Findings: As per the above cross tabulation it has been identified that assurance of
quality is highly important to enhance the level of satisfaction of customers. The total value
presented in the above table is 31 which shows that it is highly important to enhance the level of
customer satisfaction is to provide them high quality products.
Does use of latest and advanced technologies at the time of construction enhances your
satisfaction level? *
Convenience
Count
Convenience Total
Highly
important
Import
ant
Somewha
t
Important
Not so
important
Not at all
important
Does use of latest
and advanced
technologies at
the time of
construction
enhances your
satisfaction level?
Yes 7 14 6 2 3 32
No 4 3 1 1 0 9
Someti
mes 2 5 2 0 0 9
Total 13 22 9 3 3 50
Findings: With the help of the above cross tabulation it has been founded that the use of
latest and advanced technologies at a time provides convenience to customers and helps them in
raising their level of satisfaction. The above table clearly shows that it is important for company
to use various advanced technologies. It provides convenience to customers on the basis of
which majority of them replied in affirmative manner and stated that it makes them loyal towards
company.
38

Are you satisfied with the services of Barratt development PLC? * Clear service policy
Crosstabulation
Count
Clear service policy Total
Highly
Satisfied
Dissatisfied Neutral
Are you satisfied with
the services of Barratt
development PLC?
Highly Satisfied 5 4 0 9
Satisfied 16 8 3 27
Neutral 4 3 1 8
Dissatisfied 4 1 0 5
Highly
Dissatisfied 1 0 0 1
Total 30 16 4 50
Findings: Above cross tab dictates that customers who went through the service policies
of company found these policies satisfied. They clearly stated that they are satisfied with the
services of Barratt development Plc. They found that company always keeps their service policy
very clear due to which they consider it as a quality service.
Are you satisfied with the services of Barratt development PLC? * Responding to the
customers timely Crosstabulation
Count
Responding to the customers timely Total
Highly
Satisfied
Dissatisfie
d
Neutral Dissatisfie
d
Are you satisfied with
the services of Barratt
development PLC?
Highly Satisfied 2 7 0 0 9
Satisfied 8 15 3 1 27
Neutral 3 5 0 0 8
Dissatisfied 4 1 0 0 5
Highly
Dissatisfied 1 0 0 0 1
Total 18 28 3 1 50
Findings: The above table indicates that Barratt development’s staffs responds to their
customers timely. When customers have been asked about their level of satisfaction then it has
39

been founded that majority of them were satisfied. One of the major reason behind their
increasing level of satisfaction is that they can get their answers quickly. They have found the
staff of Barratt Development very friendly. In this regards, the above theme clearly shows that it
responding to customers quickly is considered as a major factor which keeps them highly
satisfied.
Are you satisfied with the services of Barratt development PLC? * Friendly behaviour
Count
Friendly behaviour Total
Highly
Satisfied
Dissatisfie
d
Neutral Dissatisfie
d
Are you satisfied with
the services of Barratt
development PLC?
Highly Satisfied 4 3 1 1 9
Satisfied 14 6 5 2 27
Neutral 4 3 1 0 8
Dissatisfied 2 2 1 0 5
Highly
Dissatisfied 1 0 0 0 1
Total 25 14 8 3 50
Findings: From the above cross tabulation it has been founded that company keeps their
consumers satisfied by the way of maintaining friendly behaviour with them. It is being
identified from the above table majority of customers were satisfied with the services of Barratt
Development Plc. due to its friendly behaviour. Staff members there are very cooperative and
friendly which helps in raising the level of satisfaction of workers.
4.6 Hypothesis Testing
ANNOVA TEST
Ho = Null hypothesis
H1 = Alternative hypothesis
Hypothesis 1
Ho: There is no significant relation between total quality management and customer satisfaction.
H1: There is a significant relation between total quality management and customer satisfaction.
Hypothesis 2
Ho: There is no significant relation between purchasing factors and buying behaviour of the
40

customers in construction industry.
H1: There is a significant relation between purchasing factors and buying behaviour of the
customers in construction industry
ANNOVA test has been conducted in order to test the above two hypothesis. This testing
will explain the association and relationship between the brand values and consumer behaviour.
Hypothesis 1
Ho: There is no significant relation between total quality management and customer
satisfaction.
H1: There is a significant relation between total quality management and customer
satisfaction.
ANOVA
Are you satisfied with the services of Barratt development PLC?
Sum of
Squares
df Mean
Square
F Sig.
Between
Groups 5.128 2 2.564 3.172 .045
Within Groups 37.992 47 .808
Total 43.120 49
Independent factors: Quality of products and services
Dependent factors: Customer satisfaction
Findings: From the above ANOVA table results can be interpreted with their significant
value. The significance value for this factor is estimated at 0.045 which is less than the ideal
significant value which is 0.05. Hence this indicates that null hypothesis must be rejected and
alternative hypothesis must be accepted. In this regards, alternative hypothesis presented hers
that there is a significant relation between total quality management and customer satisfaction.
Further, is shows a positive relationship between TQM and customer satisfaction.
Hypothesis 1
Ho: There is no significant relation between purchasing factors and buying behaviour of the
customers in construction industry.
41

H1: There is a significant relation between purchasing factors and buying behaviour of the
customers in construction industry.
ANOVA
Sum of
Squares
df Mean
Square
F Sig.
Assurance of Quality
Between
Groups .764 2 .382 .303 .040
Within Groups 59.316 47 1.262
Total 60.080 49
Material Price
Between
Groups 16.257 2 8.129 7.473 .002
Within Groups 51.123 47 1.088
Total 67.380 49
Communication
Between
Groups 10.565 2 5.283 6.700 .003
Within Groups 37.055 47 .788
Total 47.620 49
convenience
Between
Groups 19.775 2 9.888 11.976 .000
Within Groups 38.805 47 .826
Total 58.580 49
Co-operation and
environment safety
Between
Groups 2.012 2 1.006 .940 .398
Within Groups 50.308 47 1.070
Total 52.320 49
Findings: From the above ANNOVA test various types of results can be interpreted. With the
help of applying this test significance value for each of the dependent factor is estimated.
Assurance of Quality:
The significance value for this factor is estimated at 0.04 which is less than the ideal
significant value which is 0.05. Hence this indicates that null hypothesis must be rejected and
alternative hypothesis must be accepted. Further, alternative hypothesis presents that there is a
significant relation between purchasing factors and buying behaviour of the customers in
construction industry. Further, assurance of quality given by company might leads to hamper the
overall buying behaviour and satisfaction level of customers.
42

Material Price
The significance value for this factor is estimated at .003 which is less than the ideal
significant value which is 0.05. Hence this indicates that null hypothesis must be rejected and
alternative hypothesis must be accepted. Further, alternative hypothesis presents that there is a
significant relation between purchasing factors and buying behaviour of the customers in
construction industry. Pricing of any product may hamper the overall buying behaviour of
customers.
Communication
The significance value for this factor is estimated at .002 which is less than the ideal
significant value which is 0.05. Hence this indicates that null hypothesis must be rejected and
alternative hypothesis must be accepted. Further, alternative hypothesis presents that there is a
significant relation between purchasing factors and buying behaviour of the customers in
construction industry. It clearly indicates that communication is regarded as a most important
factor which is having a significant relation with enhanced level of satisfaction of customers.
Convenience
The significance value for this factor is estimated at .398 which is higher than the ideal
significant value which is 0.05. Hence this indicates that null hypothesis must be accepted and
alternative hypothesis must be rejected. Further, alternative hypothesis presents that there is a
significant relation between purchasing factors and buying behaviour of the customers in
construction industry. It clearly indicates that convenience is another most important factor
which might leads to change the overall buying behaviour of customer.
Co-operation and environment safety
The significance value for this factor is estimated at .000 which is less than the ideal
significant value which is 0.05. Hence this indicates that null hypothesis must be rejected and
alternative hypothesis must be accepted. Further, alternative hypothesis presents that there is no
significant relation between purchasing factors and buying behaviour of the customers in
construction industry.
Further the above presented all the factors considered as most important factors which
customer consider as their important purchasing factors. For the same, alternative hypothesis has
been selected and null hypothesis is being rejected. It indicates the significant relation between
43

all the factors such as quality, price, convenience, communication as well as buying behaviour of
customers.
44

CHAPTER 5: CONCLUSION AND RECOMMENDATIONS
5.1 Conclusion
From the above whole study it has been concluded that there is a positive impact of total
quality management on customer satisfaction. Within any construction their whole satisfaction
depends on the quality assurance and product pricing as well. It has been articulated that
consumers are regarded as a most important parts of any organization. They are the key source of
enhancing sales and profit margin of company. In this concern, Barratt Development Plc. follows
several steps to ensure and maintain their quality and protection. For the same, they require to
provide some factors to their customers in a most appropriate way. These factors are price,
quality, support services, effective policies, purchase value, Timeliness, production efficiency,
uniqueness and innovation, etc. In addition to this, retaining customers are becoming curial point
to any organization. They can make them loyal and retain by the way of incorporating several
strategies such as data as well as effective communication in order to integrate the quality
discipline within an organization.
Within the construction industry one of the key sources of maintaining total quality is
reducing defects and wastage of raw materials. From the whole literature section it is being
concluded that customer satisfaction is a most important factor in the better development and
progress of construction projects. Construction industry of UK is facing this problem due to
different factors such as time, cost, quality, client orientation, communication skills and response
to complaints. They are not able to maintain all these factors on the basis of high quality and for
the same it is becoming crucial for them to enhance their customer’s satisfaction level.
Organizations of this industry are not capable enough to satisfy their customers on these aspects.
It affects the overall performance of the company. Further, this research clearly articulate all
those ways on the basis of which construction industry is able to enhance the level of their
customers satisfaction. This requires going through the market research in order to identify the
market needs. On the basis of same, demands of customers can be fulfilled and organizations can
keep them happy and satisfied. Moreover, the process of continuous improvement is high; is
highly linked with the process of TQM. It provides effective and appropriate detail execution of
all the work elements and also deals with the changing process and improving results. With the
help of this, continuous improvement takes place as per the capabilities, people, processes and
technological impact.
45

Further, construction industry is a specific type of project industry which contains several
specific features. For the same, it requires using high quality material in order to maintain
effective and appropriate quality of their projects. Material keeps high priority on gaining high
quality. It is being founded that this industry is of very complex nature as there are special
characteristics of project specification associated with construction industry. With the help of
keeping their customers satisfied company can easily maintain several benefits such as consumer
loyalty, future purchase as well as positive verbal communication. Through the positive
communication customers are able understand specific needs. By this, company can provide
them effective and high class services and make several changes according to their desires. There
are mainly five areas on the basis of which capability improvement can be more focused with
such as demand generation, supply generation, technology, operations and people capability.
From the literature section it has been founded that some of the most common benefits
associated with customer satisfaction are improvement in communication process, recognition of
the demand of enhancement in the process, evaluation of progress towards the goals, monitoring
the accomplished changes. In order to attain all such benefits company requires maintaining high
level of quality among all its projects. It boosts up their sales and raises their total customer base.
Moreover, some of the major concepts of total quality management are being presented in the
whole literature section and it is being founded that quality is all about meeting the legal,
aesthetic and functional requirements of a project. . It is the most effective way which ensures
long term customer loyalty as well as higher level of customer satisfaction. TQM approach
focuses on reducing defects and wastage of resources of the organization because these are
important aspects of total quality management. Some of the basic concepts require continuous
improvement of quality. For this, Barratt Development firm must keep their customers as a
central focus and go through the processing of long term thinking. Open work environment boost
up their employees and provides them motivation to work with quality. With the help of
motivated employees company can produce more quality units and keep their consumers
satisfied. It is the best source to measure the Further, maintaining better quality management
requires identification of proper needs and demands of customers. By improving the quality
organization can easily attain the greater productivity as well as enhances the ability of
organization to remain vital for the same. Moreover, By going through the effective processing
of TQM company can easily find out all the places that becomes the biggest reason for
46

unnecessary complexities. On the basis of this, company tries to identify the solution that
prevents them in future. There are various ways through which positivity among organization
can be maintained. Further, it clearly provides an open work environment due to which better
relations can be maintained by customers. It is the most effective way through which company
can enhance its brand loyalty and raise their customer’s satisfaction. Moreover, with the help of
development of HR company can simply associate with employee learning and development.
The whole TQM principle associated with company helps in getting right job to people and
doing their job with full efficiency. Human resource team is highly responsible for providing
training in order to learn, communicate and providing quality improvement within their work
environment. By this, works can show their capabilities and skills to perform their tasks more
appropriately. Moreover, this is being founded that these are some of the most common elements
such as continuous learning, development of HR etc. It helps in producing high quality products
and retaining the customers. Company mainly leads to go through the appropriate development
of their workers in order to motivate them and enhance their level of satisfaction ad confidence.
At the time of gaining information about the satisfaction level of Barratt Development’s
customers it has been identified that they are building quality new homes since 1958. They are
recognized as a highest quality national house builder. They usually believe in high level of
communication with their customers as it provides them various sources to maintain better
relations with them. It is also essential for excellent customer service. For the same, company
allowed their customers to make service enquired directly to the relevant member. Welcome card
and e-mail for every customer have been presented by company where consumer can effectively
raise any type of query.
In order to raise their customer base they usually put quality control procedures in place
to handheld device. It helps them in checking and recording the build quality of their plots. Level
of satisfaction of customers depends on the quality and prices. For the same, site managers of
Barratt development have received the highest number of awards for quality. They were also
awarded with the Pride in the job awards. By following sustainable procurement and timber
sourcing policy great they have become more successful in enhancing satisfaction level of
customers. Moreover, for the construction industry, generally investment of customers is very
high so, they expect high quality products and services from organization.
47

One among all themes in literature section presented the impact of TQM on customer
satisfaction. Under this, it is being founded that there are some common parameters of quality
which needs to be maintained such are material, price employee relations, organization, product
design process, quality information, supplier relationships as well as design instruments. It is
being founded that TQM have positive as well as negative impact on customer’s satisfaction. In
case of not keeping satisfy to all the customers company might lose their brand image in the
mind-set of customers and not able to keep them happy. Quality of the products and services can
affect the number of customers, financial and non-financial position of the organization,
corporate image of organizations, etc. In order to resolve this problem majority of firms are
adopting latest technologies such as technologies so that they can run their business operations
smoothly. Within this concern, it can be determine that by adopting latest technologies
companies can easily raise their customer’s satisfaction.
Further, it has been articulated that Construction industry is fully associated with the
project development areas and several fields related to the construction. At the time of providing
any construction material company highly requires satisfying and fulfils the needs and desires of
customers. Some of the most common elements of TQM are ethics, integrity, trust, training,
teamwork, leadership, recognition and communication. It is being founded that all these sources
and elements should be maintained in order to enhance the overall loyalty of customers. The
needs of customers are expected and the designs or the layout of the construction project is
changing day by day. Meeting those desires is highly crucial and associated with the decreasing
sales and profit margin of company. During the construction phase organization requires to go
through the proper supervision. It ensures that owner receives his money in terms of quality.
Further, quality services keep them more satisfied and happy who would even recommend the
company to others. The characteristics that all customers desire in the contractor are assurance of
quality, use of proper material, co-operation and environment safety.
It has been founded that that use of latest and advanced technologies at the time of
construction Projects Company meets out their customers’ expectations and keeps them satisfied
as well. However, company develop their construction projects as per their requirements. TQM
is a process through which overall quality and performance of employees can be improved and
they are able to enhance their level of customer satisfaction. With the findings section it has been
founded that assurance of quality is highly important to gain the satisfaction level of customers.
48

While taking any construction project under consideration customers determines that they
usually look for the co-operative nature of constructors and other management people of
company. The construction industry is competitive industry as such it becomes essential that the
customers are satisfied with the services they are getting. The facilities like face to face
conversation and transparency in the operations of the construction company make customers
loyal to them. Moreover, it can be concluded that satisfied customer is an indication that the
contractor has done justice to its capability, abilities and the experience that he possess.
5.2 Recommendations
From the above whole study it has been founded that satisfaction level of customers
highly depends on the assurance of quality. Due to their changing needs and demands company
mainly requires providing high quality services. However, there are various strategies which are
being followed by Barratt Development Plc. in order to keep their customers satisfied. In this
regards, some other major strategies which can be used by them for improving customer’s
satisfaction and quality management of organization are motivation among employees. Keeping
customers satisfied is highly related with the performance of workers. Further, top management
team of company needs to adopt several ways of motivation. Motivated employees perform
better and in more effective way. Due to this, constructor is able to coordinate and communicate
with their customers about their projects requirements in an appropriate way. Company can keep
their workers motivate by giving them several rewards and incentives as per their performance. It
boosts up their satisfaction level and they give quality services to their customers.
One of the best recommendations is to monitor the performance of workers as well as
setting criteria for judgment of their performance. They should be monitor at the time when they
communicate with customers and deliver them any service. Here, management team requires
giving them appropriate feedback in order to improve their performance. It is regarded as a best
way to maintain TQM process of company. Another best way to keep best quality within an
organization is to incorporate various tools through which quality can be maintained such as Six
Sigma technique. This is the best tool which Barratt Development Plc. can incorporate in their
business operations. Through this, they are able to enable to identify any type of defects into
their process. It is totally based on process improvement and simply means a measure of quality
that strives for near perfection. This type of process mainly incorporates two techniques i.e.
qualitative as well as quantitative. Under this, statistical representation takes place within six
49

sigma which describe quantitatively that how a process is performing. It is being determined that
six sigma defines a clear road map in order to achieve the total quality as well. This technique
clearly eliminates the opportunities for defects and targets a small number of high financial
leveraged items. In addition to this, it also provides a high leadership commitment and enables
them to identify and improving performance metrics that relate to bottom line success. In this
regards, it can be stated that it is the best tool recommended to Barratt Development Plc. which
they can incorporate into their business operations. It seeks to improve the quality of output of a
process with the help of removing any type defects and minimizing variability in manufacturing
and construction business process.
Another best recommended technique for them is adopting benchmarking process. It is
the best strategy which helps company in keeping their workers performance always high. It can
also be define as a strategic tool which helps in comparing the cost, cycle time, productivity as
well as quality of specific process. With the help of adopting this strategy, Barratt Development
can easily get the snapshot of its performance and also understand where they are in relation to a
particular standard. Some of the major reasons of using this technique are just to compare the
company’s business practices with those of the world class organization. It opens up the several
ways to enhance the sales of company and maintaining their business operation better than the
competitors. For Barratt Development Plc. it is the more efficient way to make several
improvements in the business operations and manager can also easily eliminate error within the
process. Further, it can be stated that this technique is another most suitable way through which
company can maintain total quality of its business process. With the help of this, Barratt can
become more competitive and easily establish effective goals and objectives for the same. They
are able to develop measures for their productivity.
By measuring their productivity they are able to provide high quality services to their
customers without any defect. It enhances their level of satisfaction and keeps them more loyal
towards the company as well. With the help of both Six Sigma as well as benchmarking
strategies company can easily improve their level of customer’s satisfaction and quality
management of organization as well. Through enhanced level of motivation among workers they
give their best and produce best construction projects for their customers.
50

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APPENDIX
55

Questionnaire for customers of Barratt Development Plc
1. Name
2. Gender
o Male
o Female
3. Are you satisfied with the services of Barratt development PLC?
o Highly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly Dissatisfied
4. Does total quality of Barratt development Plc. products and services enhance your level
of satisfaction?
o Yes
o No
o Sometimes
5. Does use of latest and advanced technologies at the time of construction enhances your
satisfaction level?
o Yes
o No
o Sometime
6. What are the most important factors which makes you more loyal towards any
construction company?
1: Highly important 2: Important 3: Somewhat Important 4: Not so important 5: Not at all important
Factors 1 2 3 4 5
7. Assurance of
Quality
8. Material price
9. Communication
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10. Convenience
11. Co-operation and
environment safety
12. According to you, Does Company provides you the designing of construction project as
per your requirements?
o Yes
o No
o Sometimes
13. Does the pride and job award of company develop its positive brand image in your mid-
set?
o Yes
o No
14. Rate the best of the facilities of Barratt which keeps you satisfied as per your level of
expectations?
1: Highly Satisfied 2: Dissatisfied 3: Neutral 4: Dissatisfied 5: Highly dissatisfied
Facilities 1 2 3 4 5
15. Friendly behavior
16. Maintaining
transparency
17. Clear service
policy
18. Responding to the
customers timely
19. Would you like to reach the same contractor if any more construction activity has to be
carried out?
o Yes
o No
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