Impact of Total Quality Management on Home-Buyer Satisfaction

Abstract

Providing superior quality and keeping customers satisfied are rapidly becoming the ways construction companies differentiate themselves from competitors. Many companies are, however, frustrated in their efforts to improve quality and customer satisfaction through the implementation of total quality management (TQM). The primary objective of this study was to increase understanding of how TQM affects home-buyer satisfaction. For the first time an empirical study has confirmed that implementation of TQM is positively associated with home-buyer satisfaction. Supplier quality management has emerged as the most important factor in shaping home-buyer satisfaction, but it is the area in which home builders do not practice extensively.