An analysis of the impact of total quality management in increasing customer satisfaction in the con
62 Pages18786 Words156 Views
Added on 2023-04-22
An analysis of the impact of total quality management in increasing customer satisfaction in the con
Added on 2023-04-22
ShareRelated Documents
DISSERTATION
(An analysis of the impact of total quality
management in increasing customer satisfaction in
the construction industry: A study of Barratt
Developments PLC)
(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.
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.
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
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
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
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
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
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
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Quality Management in Construction Industry - Assignmentlg...
|67
|10935
|32
An Assessment of Metropolitan K9 Services LTD, s Corporate Social Responsibility Policieslg...
|59
|16966
|292
The Role Of Total Quality Managementlg...
|14
|3659
|107
Impact of Job Satisfaction on Employee Performance in Shell Oman Marketinglg...
|84
|15741
|414
The Ethical Concerns of a Construction Industry in an Ever Changing Worldlg...
|68
|15659
|312
Impact of Workplace Diversity on the Performance of Employees: A Case Study of Thai Airwayslg...
|65
|13844
|434