Customer Satisfaction in UK Construction

This assignment focuses on understanding the significance of customer satisfaction within the UK construction industry. It proposes a qualitative research study utilizing a deductive approach and structured questionnaires to investigate how customer satisfaction impacts the success of Borahurst Limited, a specific company in the sector. The research will gather data from primary sources (employee interviews) and secondary sources (annual reports, journals, etc.). A purposive sampling technique will be employed, targeting 5 employees from the customer relationship department of Borahurst Limited.

Research Feasibility Plan
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Table of Contents
A. Title.............................................................................................................................................3
B. Introduction for dissertation outline the rational for the selection of topic.................................3
C. Proposed literature sources for the selected topic.......................................................................4
D. Detailed methodology proposal for the investigation.................................................................5
E. Gantt chart including research project objectives and time lines................................................7
REFERENCES.....................................................................................................................................8
RESEARCH ETHICS CHECKLIST.................................................................................................10
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A. Title
To critically identify the influencing factors that contributing in customer satisfaction in
construction industry: A study on Borahurst Limited, UK.
B. Introduction for dissertation outline the rational for the selection of topic
In recent globalized and competitive business environment, the issue related to customer
satisfaction has become increased. Many of the industries have focus towards achieve the high level
of customer satisfaction by offering good quality of products and services to the consumers (Phan
and Nham, 2015). Customer satisfaction can be defined as the expression of happiness or a positive
feeling for a specific good or services from a business that feel by a services user during the
consumption or purchasing. This is the subjective approach that differs from person to person.
In the context of construction industry, customer satisfaction is paying an important role. In
this sector, the competition is increasing with the alarming rate where greater attention continuous
takes place to meet the customer satisfaction at excellent level. This can be considered as the USP
of the construction companies that enable them to show their uniqueness in the marketplace against
the competitors so that the advantage related to sustainable business can be taken (Huber and
Herrmann, 2015).
Customer satisfaction is an issue because as per the study on construction industry of the
UK, it has found that sales and income of related companies have increased with the time. But on
the other hand, statistical data represents that customer satisfaction of the services users are
decreasing with the time because of delivery of improper quality services by the service providers
(Bansal and Taylor, 2015).
It is the issue now because from the research, it has been determined that there are several
factors that influence the customer satisfaction level towards the construction industry of the UK.
But with the application of different strategies, companies are trying to achieve the high customer
satisfaction level. So, at present analysis of analyze the factors that contributing in customer
satisfaction in construction industry or Borahurst Limited is taking into the consideration (Eid,
2015).
In order to resolve the issue, the researcher will emphasize on different methods of achieve a
greater customer satisfaction level so that construction companies of the UK can take competitive
advantages. Further, the investigation will shed light on those elements that have influence the
satisfaction level of the consumers (Kim, Vogt and Knutson, 2015).
Research aim
To critically analyze the factors that contributing in customer satisfaction in construction
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industry: A study on Borahurst Limited, UK.
Research questions
1. What is the meaning and importance of customer satisfaction for UK construction industry?
2. What strategies adopt by the UK construction companies to achieve the customer
satisfaction level?
3. What are the factors that give contribution in attaining a greater extent of customer
satisfaction level by the UK construction industry?
4. How to utilize customer satisfaction in Borahurst Limited?
5. How the high customer satisfaction level should be attaining by Borahurst Limited?
Research objectives
 To understand the concept of customer satisfaction in construction industry of the UK.
 To determine the features of customer satisfaction in Borahurst Limited.
 To explain the utilization of customer satisfaction information by Borahurst Limited in
construction business.
 To suggest some ways by which Borahurst Limited can improve a excellent customer
satisfaction level in the business.
C. Proposed literature sources for the selected topic
To carry out the following research as per the stated aim and objectives, the researcher will
use different previous literature sources to gather the relevant information. The aim of doing this is
to attain the research objective and get the solutions of research questions in an effective manner. In
this context, proposed literature sources for the selected dissertation topic are as follows:
Author (S) Title Brief explanation
Sami Kärnä, Juha-
Matti Junnonen and
Jouko Kankainen,
2010
CUSTOMER SATISFACTION IN
CONSTRUCTION
The following paper examines
empirically performance of
Finnish construction companies
on the basis of the customer
satisfaction. It has also
demonstrated the main
customer satisfaction factors
that affect the business of
construction company
Ahmed, S. and Analysis of Client-Satisfaction Factors in The paper reflects on analyze
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Kangari, R., 1995 Construction Industry those factors that affect the
customer satisfaction level of
clients of construction
companies.
Sami Kärnä, 2009 CONCEPTS AND ATTRIBUTES OF
CUSTOMER SATISFACTION IN
CONSTRUCTION
The following paper provides
better understanding and
knowledge of customer
satisfaction and it examines
widely the concept and of
attributes of customer
satisfaction in construction.
Sami Kärnä and Veli-
Matti Sorvala, 2012
Factor-specific approach to customer
satisfaction with construction
This paper examines customer
satisfaction through factor
analysis. The purpose of this
paper is to explore empirically
contractor’s performance as
perceived by customers.
D. Detailed methodology proposal for the investigation
For the present dissertation, the researcher will use different research methodologies in order
to attain the research objectives which are as follows:
Research philosophy: It is used to prepare a research background, knowledge and nature of
the research. It can be considered as a broader framework for the investigation that contains the
combination of various beliefs, assumptions, understanding of various theories etc (Creswell, 2013).
This shows the relationship between the research questions and major objectives of the study. There
are two types of research philosophies: positivism and interpretivism. For the present differentiation
topic, the researcher will use the combination of both frameworks. The positivism research
philosophy will focus over the objectivity of the research rather than the subjectivity. In this
context, the scholar will collect the information by large employees’ sample of Borahurst Limited
(Daniel and Sam, 2011). Along with this, interpretivism approach will emphasize over some values
and beliefs that will provide a clear justification regarding the research problem. In this, the
investigator will obtain the several facts and figures about facts that influence customer satisfaction
level in Borahurst Limited.
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Research design: It is a systematic plan that uses to resolve the research problem in a logical
manner. It delivers the complete research structure and framework that helps in analyzes the
research objective with the aim of answering the research questions (Gay, Mills and Airasian, 2011).
There are three types of research design; descriptive, exploratory and cause and effect. For the
present investigation, the researcher will use exploratory research design. The reason of selecting
the following framework is it will provide the assistance to the scholar to gain background
information about the use of customer satisfaction information in the construction business by
Borahurst Limited. It will also very helpful to determine the factors that can influence the customer
satisfaction level (Fiegen, 2010). So, with the help of exploratory research design, the researcher
will define the importance of customer satisfaction in the construction businesses of the UK.
Research approach: It is a method that assists the researcher to develop new theories and
knowledge so that the overall understanding about the subject can be increased (Flick, 2011). In the
context of the present investigation, the scholar will use deductive research approach. The reason of
selecting this concept is the entire study will start with the general discussion on customer
satisfaction and end over the main theme of the investigation. With the help of this, the investigator
will evaluate the important of customer satisfaction information for the success of the business of
Borahurst Limited (Kriz, Gummesson and Quazi, 2013).
Research strategy: For the present investigation, the researcher will use qualitative research
strategy. Under this technique, the scholar will focus on the sample employees of Borahurst
Limited. For this, a structured questionnaire will prepare that help in determining the factors which
affect or influence the customer satisfaction level (McMillan and Schumacher, 2014).
Data collection: The researcher will collect the data from both primary and secondary
sources. In the primary source of information, a structured questionnaire will develop that will
contain the questions related to customer satisfaction (Kumar, 2014). This method will help the
researcher to find out the customer satisfaction influencing factors in the context of Borahurst
Limited. On the other hand, in the terms of secondary source of information, the scholar will use
annual reports, journals, articles and new letters, websites, online data, internet, online research
articles, books and libraries etc. These all sources will assist the investigator to gain the important
information regarding customer satisfaction level (Creswell, 2013).
Sampling: For the present study, the researcher will use purposive sampling in which
respondents will be employees of customer relationship department of Borahurst Limited. The
reason of selecting this is it will help the scholar to get the solution of the research questions in an
appropriate manner. The sample size for the investigation will be 5 employees of Borahurst Limited
who are working at the position of customer relationship management (Flick, 2011).
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Separate research methodology back up plan
Research methodologies Suitable method
Research approach Inductive
Research philosophy Positivism
Research design Descriptive
Research type Qualitative and quantitative
Data collection Primary or secondary
Sampling Random sampling
E. Gantt chart including research project objectives and time lines
Task / Duration in week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Selection of research project
Research proposal formulation
Determining research aim and
objectives
Review of literature
Primary research
Data analysis
Interpretation ad evaluation of
findings and results
Conclusion and
recommendations
Draft submission
Making changes as per the
feedback comments
Final Submission
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REFERENCES
Bansal, H.S. and Taylor, S.F., 2015. Beyond service quality and customer satisfaction: investigating
additional antecedents of service provider switching intentions. In Proceedings of the 1999
Academy of Marketing Science (AMS) Annual Conference (pp. 75-82). Springer
International Publishing.
Creswell, J. W., 2013. Research design: Qualitative, quantitative, and mixed methods approaches.
Sage publications.
Daniel, S. P. and Sam, G. A., 2011. Research Methodology. Gyan Publishing House.
Eid, R., 2015. Integrating Muslim customer perceived value, satisfaction, loyalty and retention in
the tourism industry: An empirical study. International Journal of Tourism Research, 17(3),
pp.249-260.
Fiegen, M. A., 2010. Systematic review of research methods: the case of business instruction.
Reference Services Review. 38(3). pp.385–397.
Flick, U., 2011. Introducing Research Methodology: A Beginner's Guide to Doing a Research
Project. SAGE.
Garner, R. and Scott, G. M., 2013. Doing qualitative research: designs, methods, and techniques.
Pearson Education.
Gay, L. R., Mills, G. E. and Airasian, P. W., 2011. Educational research: Competencies for analysis
and applications. Pearson Higher Ed.
Huber, F. and Herrmann, A., 2015. The Role of Customer Value in Arriving at an Assessment of
Satisfaction-Results of an Causalanalytical Study. In Proceedings of the 2000 Academy of
Marketing Science (AMS) Annual Conference (pp. 110-115). Springer International
Publishing.
Kim, M., Vogt, C.A. and Knutson, B.J., 2015. Relationships among customer satisfaction, delight,
and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2),
pp.170-197.
Kriz, A., Gummesson, E. and Quazi, A., 2013. Methodology meets culture: Relational and Guanxi-
oriented research in China. International Journal of Cross Cultural Management.
Kumar, R., 2014. Research Methodology: A Step-by-Step Guide for Beginners. SAGE.
McMillan, J. H. and Schumacher, S., 2014. Research in education: Evidence-based inquiry. Pearson
Higher Ed.
Phan, C.A. and Nham, P.T., 2015. Impact of service quality on customer satisfaction of automated
teller machine service: case study of a private commercial joint stock bank in
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Vietnam. Business: Theory and Practice/Verslas: Teorija ir Praktika, 16(3), pp.280-289.
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RESEARCH ETHICS CHECKLIST
Ethics Consider/Ignore
Proper citations Consider
Data security Consider
Follow academic guidelines Consider
Prior approval to access secondary sources Consider
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