The Impact of Customer-Centered Quality Management Systems on Profit and Satisfaction in Construction Companies

Almagul Cheirkhanova, Jappar Juman (), Manat Yezhebekov, Aiymzhan Makulova, Assel Khamzayeva and Yeldar Zhuman
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Almagul Cheirkhanova: Business School, Eurasian Technological University, Almaty 050000, Kazakhstan
Jappar Juman: Department of International Relations and World Economy, Al-Farabi Kazakh National University, Almaty 050040, Kazakhstan
Manat Yezhebekov: School of Digital Technologies, University NARXOZ, Almaty 050035, Kazakhstan
Aiymzhan Makulova: School of Digital Technologies, University NARXOZ, Almaty 050035, Kazakhstan
Assel Khamzayeva: Department of International Relations and World Economy, Al-Farabi Kazakh National University, Almaty 050040, Kazakhstan
Yeldar Zhuman: Center for Euro-Asian Studies, International Academy of Innovative Technologies, Almaty 050059, Kazakhstan

Sustainability, 2025, vol. 17, issue 9, 1-21

Abstract: In an increasingly competitive construction industry, quality management systems (QMSs) play a critical role in improving operational performance and customer satisfaction. Despite growing interest, limited research has examined how customer-oriented QMSs affect financial and non-financial outcomes in construction firms, particularly in emerging markets such as Kazakhstan. This study investigates the relationship between QMS implementation and company performance by analyzing data from 23 Kazakhstani construction companies. The methodology combines regression analysis, multivariate analysis, and k-means clustering to assess the impact of QMSs on sales volume, product profitability, quality management costs, and customer satisfaction. Regression analysis revealed that customer satisfaction (CSL), product profitability (PP), and economic efficiency of the QMS (EEQMS) have a statistically significant positive effect on sales volume (SV), while excessive quality costs (QMC) may negatively influence performance if not optimized. Cluster analysis further identified distinct groups of companies with varying levels of QMS effectiveness and profitability. This study offers empirical evidence on the financial value of customer-oriented QMSs in the construction sector. It contributes to the literature by highlighting performance drivers in QMS implementation and provides practical recommendations for managers and policymakers to improve quality strategies in similar regional contexts.

Keywords: quality management system (QMS); customer satisfaction; profitability; construction industry; Kazakhstan; regression analysis (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2025
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