Evaluating the Impact of Region, Season and Temperature on Customer Satisfaction for Construction Coating Projects

Abstract

ABSTRACT The growing importance of facility management (FM) has engendered new opportunities and challenges in the industry. One of the challenges as an FM is the need to consistently achieve high-quality end-product to satisfy the built environment's users (visitors, owners, and occupants). To achieve this, FMs typically hire and outsource most of the construction work and ensuring high satisfaction at the end of every project is critical for success. On the other hand, the contractors also need to ensure that the FMs are satisfied with their quality of work. Customer satisfaction scores during the post-occupancy evaluation stages have emerged as an essential tool to measure the applicators' performance and the satisfaction level of the facility manager. One of the important sectors within the construction industry is construction coatings that are applied to the finished surface, such as roofs, floors, and walls, that improve surface properties such as appearance, waterproofing, and resistance from scratch or wear and tear. The literature review shows little research on the impact of critical job parameters like the region, season, and temperature on the customer satisfaction score within the construction coating sector. To identify additional factors that can improve the customer satisfaction score, the researchers studied various parameters like the job region, the season of installation, the temperature at which the applicators installed the products, and its effect on customer ratings collected from end-users/FM's. The study showed that out of the three factors of region, season, and installation temperature, the region and the season significantly affected the overall customer satisfaction rating. This study also provides additional parameters to improve customer satisfaction scores for facility managers seeking to enhance project success and for applicators who want to improve customer satisfaction ratings for construction coating projects.