The Improvement of Service Quality of Service Quality in Prefabricated Steel Structure Construction Process
DOI:
https://doi.org/10.14456/shserj.2023.36Keywords:
Service quality, prefabricated steel structure, customers' perceptionsAbstract
Purpose: The purpose of this study is to investigate customers' perceptions of service quality and present guidelines for improving services in prefabricated steel structure management. Research design, data and methodology: The researchers use qualitative research through in-depth interviews as a data collection method. Twenty customers in Bangkok who had used the service in the construction of prefabricated steel structures were the key informants. Results: The results showed that in developing the service quality of the steel building structure business, the management had to improve the entire process in three stages, which are as follows: The pre-service stage consists of providing a tender document and contract and design ability for prefabricated steel structures; The in-service stage consists of contract and design modifications, time management, resource management, ability to monitor the construction process, team management, and safety management; The post-service stage consists of success in service activities and success in financial and monitoring management. Construction companies must offer a guarantee for their work if an error occurs after delivery and provide manual production processes for their customers. Conclusions: This three-step process improvement increased customer satisfaction in the present and would persuade potential customers to choose to use the services.
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