<abstract xmlns="http://www.w3.org/1999/xhtml"><p>The article aims to analyze the Lithuanian housing market and to look into the satisfaction of people with living conditions in new apartment buildings on this market. The article presents the concept of customer satisfaction in construction and the criteria that define the quality of dwellings; the benefits, consequences, merits and demerits of the assessment of customer satisfaction are also named. A survey of customer satisfaction helped to evaluate the quality of dwellings according to their technical and functional parameters, as well as the degree of cooperation between customers and contractors/builders. The customer satisfaction index (CSI) and the degree of loyalty were calculated, and then a customer satisfaction matrix was built up.</p></abstract>

The article aims to analyze the Lithuanian housing market and to look into the satisfaction of people with living conditions in new apartment buildings on this market. The article presents the concept of customer satisfaction in construction and the criteria that define the quality of dwellings; the benefits, consequences, merits and demerits of the assessment of customer satisfaction are also named. A survey of customer satisfaction helped to evaluate the quality of dwellings according to their technical and functional parameters, as well as the degree of cooperation between customers and contractors/builders. The customer satisfaction index (CSI) and the degree of loyalty were calculated, and then a customer satisfaction matrix was built up.

Study of Customer Satisfaction with Living Conditions in New Apartment Buildings

Vilnius Gediminas Technical University, Vilnius,

Financial group manager, JSC Cognizant Technology Solutions,

University of Warmia and Mazury in Olsztyn,

Real Estate Management and Valuation

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"Study of Customer Satisfaction with Living Conditions in New Apartment Buildings"}

The article aims to analyze the Lithuanian housing market and to look into the satisfaction of people with living conditions in new apartment buildings on this...

Study of Customer Satisfaction with Living Conditions in New Apartment Buildings

Publicado en línea: 08 oct 2016

Páginas: 52 - 70

DOI: https://doi.org/10.1515/remav-2016-0021

Palabras clave
customer satisfaction index, construction quality, real estate market

© 2016 Natalija Lepkova et al., published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Study of Customer Satisfaction with Living Conditions in New Apartment Buildings

Publicado en línea: 08 oct 2016

Páginas: 52 - 70

DOI: https://doi.org/10.1515/remav-2016-0021

Palabras clavecustomer satisfaction index, construction quality, real estate market

© 2016 Natalija Lepkova et al., published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Palabras clave
customer satisfaction index, construction quality, real estate market