Study of Customer Satisfaction with Living Conditions in New Apartment Buildings

Lepkova Natalija (), Butkiene Egle () and Bełej Miroslaw ()
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Lepkova Natalija: Vilnius Gediminas Technical University, Vilnius, Lithuania
Butkiene Egle: Financial group manager, JSC Cognizant Technology Solutions, Lithuania
Bełej Miroslaw: University of Warmia and Mazury in Olsztyn, Poland

Real Estate Management and Valuation, 2016, vol. 24, issue 3, 52-70

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.

Keywords: customer satisfaction index; construction quality; real estate market (search for similar items in EconPapers)
JEL-codes: A10 R29 R30 (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:remava:v:24:y:2016:i:3:p:52-70:n:5

DOI: 10.1515/remav-2016-0021

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