QUALITY MANAGEMENT PRACTICES AND CUSTOMER SATISFACTION ANTECEDENTS IN GOVERNMENT CONSTRUCTION PROJECTS

Abstract

The study investigated the effect of quality management practices (QMP) on customer satisfaction antecedents (CSA). The survey and correlational research designs were adopted for this study and mean, standard deviation and linear regression analysis were employed to analyse the data obtained. Random sampling was used to select the subjects. Two sections of a researcher designed instrument were used for data collection namely Quality management practices questionnaire (QMPQ) and Customer satisfaction antecedent’s questionnaire (CSAQ). These measured the perception of management practices that affect the quality of the finished construction projects and the antecedents of customer satisfaction when engaging in construction projects respectively. The reliability indices of the instruments were found to be 0.71 and 0.83 for QMPQ and CSAQ respectively. Whereas the knowledge of quality management practices that influences customer satisfaction was above average, provision of skill development trainings, use of professional experts as well as adoption of international best practices were found to greatly enhance customer satisfaction. Also, there existed a strong positive and significant relationship between QMP and CSA. It was recommended among others that there is a dire need to maintain a high level of quality management practices for a an improved customer satisfaction