ANVESHAK-International Journal of Management

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Relationship Between Delay in Housing Projects and its Impact on Customer Satisfaction: An Empirical Study in Delhi-NCR


Affiliations
1 RICS School of Built Environment, Amity University, Noida − 201301, Uttar Pradesh, India
     

   Subscribe/Renew Journal


The purpose of the study is to analyse the relationship between the factors that affect delay of housing projects and customer satisfaction. To accomplish the objective, a two-way approach is used. A separate set of structured questionnaires were used to measure the cause of delay in housing projects by using 26 attributes and 15 attributes were used to measure customer satisfaction. The data was collected from various sites in Delhi-NCR. Analysis of data was done using the Relative Importance Index and factor analysis. Eight factors with 81.2% of variance resulted from factor analysis which causes the delay of the housing projects and 4 factors resulted from customer satisfaction and explained 67.94% variance. It was found that delay, price & quality plays a significant impact on customer satisfaction whereas improper planning, poor site management, poor contract management, lack of knowledge, quality, lack of communication, lack of commitment & substandard survey are the factors that delay housing projects. The findings clearly states that delay of housing projects has direct relationship with customer satisfaction.


Keywords

Customer Satisfaction, Delay, Improper Planning, Price and Quality
Subscription Login to verify subscription
User
Notifications
Font Size


  • Abelson, P.W., and Chung (2005). “Property Prices and the Value of Amenitiesâ€, Journal of Environmental Economics and Management, 2005, Vol. 6, pp. 11-28.

  • https://doi.org/10.1016/00950696(79)90018-4.

  • Aibinu, A.A. and Odeyinka, H.A. (2006). “Construction delays and their causative factors in Nigeriaâ€, Journal of Construction Engineering and Management, 2006, Vol. 132, Iss. 7, pp. 580-594.

  • https://doi.

  • org/10.1061/(ASCE)0733-9364(2006)132:7(667).

  • Al-Khalil, M. I., and Al-Ghafly, M. A. (1999). “Delay in public utility projects in Saudi Arabiaâ€, International Journal of Project Management, 1999, Vol. 17, Iss. 2, pp. 101-106, ISSN 0263-7863.

  • https://doi. org/10.1016/S0263-7863(98)00020-9.

  • Al-Nahdi, T. S., Ghazzawi, O. H., and Bakar, A. H. A. (2015). “Behavioural factors affecting real estate purchasingâ€, International Journal of Business and Social Science, 2015, Vol. 6, Iss. 8, pp. 146154.

  • Assaf, S.A., Musallami, A.A., Shash, A. (1996). “Professional architectural/engineering consultancy practices in Saudi Arabiaâ€, Building Research and Information, 1996, Vol. 24, Iss. 1, pp. 59-62.

  • https://doi.org/10.1080/09613219608727499.

  • Assaf, S. A., and Al-Hejji, S. (2006). “Causes of delay in large construction projectsâ€, International Journal of Project Management, 2006, Vol. 24(4), pp. 349-357.

  • https://doi.org/10.1016/j.ijproman.2005.11.010.

  • Bastos, J A.R., and Gallego, P.M. (2008). “Pharmacies Customer Satisfaction and Loyalty: A Framework Analysisâ€, Journal of Marketing. Universidad de Salamanca, 2008.

  • Blanchard, R.F. and Galloway, R.L. (1994). “Quality in Retail Bankingâ€, International Journal of Service Industry Management, 1994, Vol. 5, Iss. 4, pp. 5-23.

  • https://doi.org/10.1108/09564239410068670.

  • Chan, D.W.M. and Kumaraswamy M.M. (1995). “A study of the factors affecting construction durations in Hong Kongâ€, Construction Management and Economics, 1995, Vol. 13, Iss. 4, pp. 319-333. https://doi.org/10.1080/01446199500000037.

  • Churchill, G.A. and Surprenant, C. (1982). “An Investigation into the Determinants of Customer Satisfactionâ€, Journal of Marketing Research, 1982, Vol. 19, pp. 491-504.

  • https://doi.org/10.1177/002224378201900410,

  • https://doi.org/10.2307/3151722.

  • Desai, M. Bhatt, R. (2013). “Critical causes of delay in residential construction projects, case study of central Gujrat Region of Indiaâ€, International Journal of Engineering Trends and Technology (IJETT), 2013, Vol 4, Iss. 4, pp. 762-768.

  • Dikmen, I., Birgonul, M.T. and Kiziltas, S. (2005). “Strategic use of the quality function deployment (QFD) in the construction industryâ€, Building and Environment, 2005, Vol. 40, pp. 245−255. https://doi.org/10.1016/j.buildenv.2004.07.001.

  • Eccles, R. G., and Pyburn, P. J. (1992). “Creating a comprehensive system to measure performanceâ€, Strategic Finance, 1992, Vol. 74, Iss. 4, pp. 41.

  • Farris, P. W., Bendle, N., Pfeifer, P. E., and Reibstein, D. (2010). “Marketing metrics: The definitive guide to measuring marketing performanceâ€. Pearson Education, 2010.

  • Hallowell, R. (1996). “The Relationships of Customer Satisfaction, Customer Loyalty and Profitability: An Empirical Studyâ€, International Journal of Service Industry Management, 1996, Vol. 7, Iss. 4, pp. 2737. https://doi.org/10.1108/09564239610129931.

  • Haumann, T., Quaiser, B., Wieseke, J., and Rese, M. (2014).

  • “Footprints in the sands of time: A comparative analysis of the effectiveness of customer satisfaction and customer-company identification over timeâ€, Journal of Marketing, 2014, Vol. 78, Iss. 6, pp. 78-102. https:// doi.org/10.1509/jm.13.0509.

  • Heskett, J.L., Jones, T.O., and Loveman, G.W. (1994). “Putting the Service-Profit Chain to Workâ€, Harvard Business Review, March-April 1994, pp. 164-174.

  • Hua Kiefer, M.A. (2007). “Essays on applied spatial econometrics and housing economicsâ€. Ph.D. Thesis, Ohio State University, USA; 2007.

  • Iyer, K. C. and Jha, K. N. (2005). “Factors affecting cost performance: Evidence from Indian construction projectsâ€, Int. J. Project Management, 2005, Vol. 23, Iss. 4, pp. 283-295,

  • https://doi.org/10.1016/j.ijproman.2004.10.003.

  • Khan, M.S. (1993). “Methods of motivating for increased productivityâ€, ASCE Journal of Management in Engineering, 1993, Vol. 9(2), pp. 148156. https://doi.org/10.1061/(ASCE)9742-597X(1993)9:2(148).

  • Kotler, P. (2006). “Marketing Managementâ€, Prentice Hall of India Private Limited, New Delhi, 2006.

  • Le-Hoai, L., Dai Lee, Y., and Lee, J. Y. (2008). “Delay and cost overruns in Vietnam large construction projects: A comparison with other selected countriesâ€, KSCE Journal of Civil Engineering, 2008, Vol. 12, Iss. 6, pp. 367-377. https://doi.org/10.1007/s12205-008-0367-7.

  • Mahamid, Ibrahim, Bruland, Amund and Dmaidi, Nabil. (2012). “Causes of Delay in Road Construction Projectsâ€, Journal of Management in Engineering, 2008, Vol. 28, pp. 300-310.

  • https://doi.org/10.1061/(ASCE)ME.1943-5479.0000096.

  • Mansfield, N.R., Ugwu, O.O., Doran, T. (1994). “Causes of delay and cost overruns in Nigerian construction projects, International Journal of Project Management, 1994, Vol. 12, Iss. 4, pp. 254-260. https://doi.org/10.1016/0263-7863(94)90050-7.

  • Mansi Misra, Gagan Katiyar and Ajoy Kumar Dey (2013).

  • “Consumer perception and buyer behaviour for purchase of residential apartments in NCRâ€, International Journal of Indian Culture and Business Management, 2013, Vol. 6, Iss. 1, pp. 56-68. https://doi.org/10.1504/IJICBM.2013.050714.

  • Morel, Jean-Claude, Mesbah, Mahmoud Ali, Oggero, M. and Walker, Pete (2001). “Building houses with local materials: Means to drastically reduce the environmental impact of constructionâ€, Building and Environment, 2001, pp. 1119-1126.

  • https://doi.org/10.1016/S03601323(00)00054-8.

  • Nasar, K. K. and Manoj, P. K. (2013). “Customer Satisfaction on Service Quality of Real Estate Agencies: An Empirical Analysis with reference to Kochi Corporation Area of Kerala State in Indiaâ€, International Journal of Management, IT and Engineering, 2013 June, Vol. 3, Iss. 6, pp. 213-227.

  • Nkado, R.N. (1995). “A model for predicting and planning construction times at early design stagesâ€, Proceedings of Eleventh Annual ARCOM Conference, ARCOM, September; 1995. pp. 298-307.

  • Olaniran, O. J. (2015). “The effects of cost-based contractor selection on construction project performanceâ€, J. Financ. Manag. Prop. Constr., 2015, Vol. 20, Iss. 3, pp. 235-251.

  • https://doi.org/10.1108/JFMPC-06-2014-0008.

  • Oliver, R. L., and Linda, G. (1981). “Effect of Satisfaction and Its Antecedents on Consumer Preference and Intentionâ€, In: NA Advances in Consumer Research Volume 08, Eds. Kent B. Monroe, Ann Abor, MI: Association for Consumer Research; pp. 88-93.

  • Saad, Ghazi, Elawi, A., Algahtany, Mohammed, Kashiwagi, Dean and Sullivan, Kenneth (2015). “Major Factors Causing Construction Delays in Meccaâ€, Journal for the Advancement of Performance Information

  • and Value, 2015, Vol. 7, pp. 75.

  • https://doi.org/10.37265/japiv.v7i1.55.

  • Saling, et al. (2016). “Effect of Service Quality and Marketing Stimuli on Customer Satisfaction: The Mediating Role of Purchasing Decisionsâ€, Journal of Business and Management Sciences, 2016, Vol. 4, Iss. 4, pp. 76-81.

  • Sambasivan, M., and Soon, Y. W. (2007). “Causes and effects of delays in Malaysian construction industryâ€, International Journal of Project Management, 2007, Vol. 25, Iss. 5, pp. 517-526. https://doi. org/10.1016/j.ijproman.2006.11.007.

  • Singh, R. (2009). “Delays and Cost Overruns in Infrastructure Projects - An Enquiry into Extents, Causes and Remediesâ€, Centre for Development Economics, Delhi School of Economics, Working

  • papers; 2009, pp. 45.

  • Skelcher, C. (1992). “Improving the quality of local public servicesâ€. Service Industries Journal, 1992, Vol. 12, Iss. 4, pp. 463-477. https://doi.org/10.1080/02642069200000059.

  • Smith, R., and Wright, W. (2004). “Determinants of Customer Loyalty and Financial Performanceâ€, Journal of Management Accounting Research - J Manag Account Res., 2004, Vol. 16, pp. 183-205. https://

  • doi.org/10.2308/jmar.2004.16.1.183.

  • Speller, S., and Ghobadian, A. (1993). “Change for the public sectorâ€, Managing Service Quality: An International Journal, 1993. https://doi.org/10.1108/EUM0000000003189.

  • Tempero, M. (2019). The time has come! JNCCN Journal of the National Comprehensive Cancer

  • Network. 2019; 17(4), 295.

  • https://doi.org/10.6004/jnccn.2019.0020 Van Leeuwen, L., Quick, S., and Daniel, K. (2002). “The sport spectator satisfaction model: A conceptual framework for understanding the

  • satisfaction of spectatorsâ€, Sport Management Review, 2002, Vol. 5, Iss. 2, pp. 99-128. https://doi.org/10.1016/S1441-3523(02)70063-6.


Abstract Views: 217

PDF Views: 0




  • Relationship Between Delay in Housing Projects and its Impact on Customer Satisfaction: An Empirical Study in Delhi-NCR

Abstract Views: 217  |  PDF Views: 0

Authors

Ameet Sao
RICS School of Built Environment, Amity University, Noida − 201301, Uttar Pradesh, India
Reema Bali
RICS School of Built Environment, Amity University, Noida − 201301, Uttar Pradesh, India
Saumya Shirina
RICS School of Built Environment, Amity University, Noida − 201301, Uttar Pradesh, India
Nitesh Rohilla
RICS School of Built Environment, Amity University, Noida − 201301, Uttar Pradesh, India

Abstract


The purpose of the study is to analyse the relationship between the factors that affect delay of housing projects and customer satisfaction. To accomplish the objective, a two-way approach is used. A separate set of structured questionnaires were used to measure the cause of delay in housing projects by using 26 attributes and 15 attributes were used to measure customer satisfaction. The data was collected from various sites in Delhi-NCR. Analysis of data was done using the Relative Importance Index and factor analysis. Eight factors with 81.2% of variance resulted from factor analysis which causes the delay of the housing projects and 4 factors resulted from customer satisfaction and explained 67.94% variance. It was found that delay, price & quality plays a significant impact on customer satisfaction whereas improper planning, poor site management, poor contract management, lack of knowledge, quality, lack of communication, lack of commitment & substandard survey are the factors that delay housing projects. The findings clearly states that delay of housing projects has direct relationship with customer satisfaction.


Keywords


Customer Satisfaction, Delay, Improper Planning, Price and Quality

References





DOI: https://doi.org/10.15410/aijm%2F2022%2Fv11i1%2F167675