Project Report On Customer Satisfaction of Flat Buyers

Chapter-I
1.0 Introduction
This chapter explains the variables of customer satisfaction and its constructs in the present
study. The chapter in the beginning highlights on the overview of customer satisfaction
factors, its meaning and types. After that it explains about research motivation, research
objectives and research issues. Later it also highlights on issues like research scope and
significance of the study. Lastly, research overview is presented. The chapter provides the
justifications for the choices made with regard to the aspects of customer satisfaction.
1.1
Customer satisfaction: An overview of research:
Prior research highlights that direct toll road access, location near family (Colwel et al., 1985;
Waddel et al., 1993), location near religious centre(Brandt et al., 2013), and good social
communication (Jim and Chan., 2009) factors under location aspects. In the layout factors
floor of the apartment (Tejendra Pal Singh., 2013) is taken in to consideration in the prior
research. With regard to basic amenities factors prior research has been done on car parking
issues (Manivannan and Somasundaram, 2014). Lastly, the prior research has been done on
service factors with parameters like dwelling unit service, dwelling support service, and
neighbourhoods facilities (Mohit et al., 2010). But in this research researcher has viewed
customer satisfaction as causal framework research.
1.2
Customer satisfaction: Meaning and types:
To understand the importance of customer satisfaction, considering these facts like only 4%
of the people among those who complain. Normally a person with problem tells 9 other
people about it while the satisfied customers tells 5 others about their experiment. Cost of
keeping a customer would 1/7of the cost acquiring a new customer retaining a current
employee cost 1/10of hiring and training new one. These facts highlights the need of
customer satisfaction for an organisation and in turn brings employee satisfaction which
brings profit maximisation of company.
Thats Customer satisfaction how companies should understand how its customers are
satisfied ant to what extend they are satisfied in marketing context has specific
meanings.Anders Gustafsson, Michael D. Johnson, & Inger Roos (2005) brought
customer satisfaction definition as customer's overall evaluation of the date.
This
satisfaction has a lot o positive effects on retaining customers among different varities of
1
services and products. In service industries service quality directly affects customer
satisfaction. Satisfaction refers to achieving the things we want. If satisfaction interprets as
"not going wrong" the firm should decrease complaint which by its own is not
sufficient. There are various types of expectations that a customer has before measuring
customer satisfaction is to be understood. Some of them are listed below.
1.2.1 Explicit Expectations:
Explicit expectations are mental targets for product performance, such as well-identified
performance standards. For example, if expectations for a colour printer were for 17 pages
per minute and high quality colour printing, but the product actually delivered 3 pages per
minute and good quality colour printing, then the cognitive evaluation comparing product
performance and expectations would be 17 PPM 3 PPM + High Good, with each item
weighted by the associated importance.
1.2.2 Implicit Expectations:
Implicit expectations reflect established norms of performance. Implicit expectations are
established by business in general, other companies, industries, and even cultures. An implicit
reference might include wording such as Compared with other companies or Compared
to the leading brand
1.2.3. Static Performance Expectations:
Static performance expectations address how performance and quality are defined for a
specific application. Performance measures related to quality of outcome may include the
evaluation of accessibility, customization, dependability, timeliness, accuracy, and user
friendly interfaces. Static performance expectations are the visible part of the iceberg; they
are the performance we see and often erroneously are assumed to be the only dimensions of
performance that exist.
1.3
Research motivation:
There is high demand for the flat in the modern times. People behaviour of shifting from
individual house to flat has been increased due to old age and safety matters. Cost involved in
purchasing land and constructing houses diverted peoples mind towards flats which cost
lesser when compared to individual houses. There is shortage of land which led the people to
initiative in buying flat than houses/Villa/ Apartment. Since researcher and his family are
2
involved in the construction activities has motivated to do research work on same field which
benefits to the business as well as institute.
1.4
Research objectives:
Research Objective 1: To explore the role of basic amenities in consumer buying

behaviour of flats.
Research Objective 2: To investigate on the layout aspect on flat which induces consumer
purchasing behaviour
Research Objective 3: To analyse the perception of buyer on location factors of flats.
Research Objective 4: To identify the service factor perception of buyer on purchase of
flats.
1.5 Research issues:
1.5.1 Direct effect of basic amenities on customer satisfaction in the buying behaviour
of customer on flats:
Research question 1: What extent the basic amenities plays a vital role in people life
regarding purchase of flat?
1.5.2
Direct effects of layout factors on consumer satisfaction in their purchasing

behaviour:
Research question 2: Does layout is also an important factor for common man while
buying a flat?
1.5.3
Direct effect of location factors on customer satisfaction while buying flats:

Research question 3: How far location factors influence the buying behaviour of
customers?
1.5.4
Direct effect of service factors on customer satisfaction with regard to their

purchasing of flats:
Research question 4: In what ways service is significant for a person while purchasing
a flat?
1.6 Research scope:

The scope of study is limited to a construction firm called Heera constructions Pvt
Ltd. The projects is limited to four Pillars which is nearing completion stage at Killipalam,
Trivandrum, and Kerala. The four pillars includes 500 apartments including 1BHK, 2BHK,
3
3BHK apartments. Researcher was a part of their supervising as well as marketing team in
the months of May and June, 2015.The departments included projects, marketing, planning
and quality.
1.7 Significance of study:
This enables the people take into consideration the researchers research variables while
purchasing flat/s. It uphold the image of company in front of general public and its
customers. This work pave ways for the builders to improve or implement immediate or
urgent parameters mentioned by the researcher so that it may attract the prospects. It
improves the efficiency and reliability of the organization. These parameters in the research
work makes organization more sophisticated and lucrative when compared with the
competitors. The organization can make product differentiation in their products and compete
with a number of players in the market and prove to be different.
1.8 Project overview:
The first chapter deals with customer satisfaction and its different types that are existing.
Customers being the most important part of an organisation its really important to keep track
of their needs. Introduction to customer satisfaction makes easier to understand about how the
change is inevitable in an organisation. Second chapter explains about the literature review
based on which the whole research has been done. It has been found that market in Kerala
needs a study on purchase of flats with independent variable being location, service, layout,
amenities factors and dependent variable being customer satisfaction. The third chapter is all
about research methodology adopted to correlate between various factors that was taken into
the study.
The fourth chapter figure out the data analysis part, where the collected data has been
evaluated based on various SPSS methods including regression, correlation, factor analysis
etc. The fifth chapter identifies managerial implication. This can be used to find out how the
organisation should infer from the data collected. This can be useful for the future
development of organisation in customer retention and customer needs. The sixth chapter
concludes the whole project mentioning its implications.
Chapter 2
2.0 Introduction:
This chapter highlights about various exhaustive literature pertaining with dependent variable
customer satisfaction and other independent variables like locations, basic amenities, layouts
and service factors. Research is carried by taking in to consideration several aspects but in
this literate review parameters which connected to my research work was given more
importance.
2.1 Chronological literature review:
Beamish et.al (2001) explored influences on housing choice and proposed a conceptual
framework that examined the influence of lifestyle as an intervening factor in housing choice.
Influences on housing choice included age, family type, and family size, stage in the life
cycle, social class, income, occupation, education and value.
Zhaohui (2003) from the perspective of the consumer residential real estate market,
investigated the basic characteristics of the homebuyers, homebuyers purchasing preferences
and influencing factors.
Leishman et al. (2004) gave a detailed examination of new-built housing buyers housing
needs and preference and analysed on the basis of the physical, location and quality
characteristics of housing actually constructed by house builders. Study, further, examined the
relative importance of physical property, locational, neighbourhood and price factors to
consumers in the housing choice process.
Shi Lin (2005) determined the housing preferences and priorities among residents in different
socio demographic and socioeconomic groups in Stellenbosch and explored a functional
formula by which the price of housing in Stellenbosch could be predicted. As per the findings
of the study, dwelling related attributes were found to be more important than neighbouring
and location-related attributes.
Gupta et al. (2006) captured the impact of environmental, structural and location variables on
housing prices prevailing in the city and found proximity to water body fetches the highest
18.9 per cent of the total value in Navi Mumbai, and garden proximity fetches the highest
13.2 per cent in Central suburb. The capitalization of land was also observed proximate to
water and greenery.
Ariyawansa (2007) in his study aimed to provide a scientific insight into the consumer
behaviour of housing market in Sri Lanka. It was found that consumer preference mainly
depends upon the housing transaction, appreciation in the future, complementary products
and services like water and electricity supply.
Litman (2011) investigated consumer housing location preferences and their relationship to
smart growth. It examined claims that most households prefer sprawl-location housing and so
was harmed by smart growth policies. This analysis indicated that smart growth tends to
benefit consumers in numerous ways.
Conclusion:
The review of literature reveals that in India, there is dearth of studies on understanding the
consumer behaviour towards buying of residential apartment. Moreover, no such study has
been conducted to study the market in Kerala and surrounding areas. Therefore, the present
study will contribute to the domain of existing knowledge too.
Chapter 3
3.1 INTRODUCTION:
This chapter describes the research design adopted in the study. The chapter provides
discussion on sample element, sample size, inclusion criteria, exclusion criteria, data
collection procedure, instruments used, data analysis, research hypothesis, conceptual
framework and limitations.
3.2 Sample element:
Sample element are from the population who resides in Heera four
pillars, Killipalam, Kerala. People who are residing in this apartment is
taken in to consideration as sampling element for the research work.
3.3 Sample size:
The total sample size is 69. Out of which 80 percentage of people are
men and remaining are women.
Formula used to derive sample size is as follows:
n=
Z2 x PQ
----------E2
Z = 95 percentage of confidence level= 1.96

E= 10 percent of error (90% power) with 10% non-response
p= proportion to buyer
q= 1-p
So based on this formula sample size is 69.
3.4 Inclusion criteria:
Only the people who are purchased and staying in Heera four pillars are taken in to
account for the research purpose.
3.5 Exclusion criteria:
Those who are window browsers and just seek information about Heera four pillars
are not taken in to consideration. People who are purchased but not staying are not
included in the survey. Consumer who are not aware of the brand name is not
included in this research.
3.6 Data collection procedure:
First step is the pilot study for validity and reliability test purpose. Validity refers to
how well a test measures what it is supposed to measure (Cooper and Schindler, 2001:
210). In case of validity test two academicians and two experienced industrial people
who are well versed in marketing subjects/field will be contacted with questionnaire.
They recommended inclusion and exclusion of few things which will be implemented
in final the questionnaire. Second step followed in this research is reliability test
7
where ten consumer surveys will be done. Reliability refers to the accuracy of the
measurement procedure (Cooper and Schindler, 2001: 210). After getting informed
consent form signed by the subject, the third step is pre structured proforma will be
distributed to subjects after informing about the objective of study.
Primary data will be collected from the questionnaire methods. Some data will be
collected from the secondary sources like books, magazines, journals, internet,
dissertation, articles and thesis.
3.7 Instruments used:
The main instruments will be used in this research are Rensis Likerts 5 rating scale in
order to measure customer satisfaction and its components.
3.8 Data analysis:
Reliability test results will be analysed through SPSS (Statistical packages for social
sciences). Reliability is done by using Cronbach alpha. Factor analysis will be
applied. Multiple regressions will be used in order to test hypothesis and measure
customer satisfaction.
3.9 Research hypothesis:
Null hypothesis 1: There is no significant relationship between executed interior
design and income.
Alternative hypothesis 1: There is significant relationship between executed interior
design and income.
Null hypothesis 2: There is no significant relationship between maintenance of
building and age.
Alternative hypothesis 2: There is significant relationship between maintenance of
building and age.
Null hypothesis 3: There is no significant relationship between availability of servant
room and marital status.
Alternative hypothesis 3: There is significant relationship between availability of
servant room and marital status.
Null hypothesis 4: There is no significant relationship between attractive area and
age
Alternative hypothesis 4: There is significant relationship between attractive area
and age.
8
Based on the various aspects, why a person selects a flat from Heera is studied in the
following part with reference to various factors which are grouped under Independent and
dependant Variable in data collection. The main objective of the project is to study on the
preference of customers in selecting a flat in 4 Pillars is done and also on how the satisfaction
level is related to the factors that are mentioned in the study.
3.10 Conceptual framework:

BASIC AMENITIES
CUSTOMER
SATISFACTION
LAY OUT FACTORS
LOCATION FACTORS
SERVICE
3.10.1 BASIC AMENITIES FACTORS:
This factor refers to availability of basic amenities such as electricity backup, water supply,
sewerage system, car parking and availability of domestic help in the residential apartments
(Manivannan and Somasundaram. (2014).The factor basic amenities has been identified as
the most important factor, which influences the choice of customers. It clearly shows that the
first thing which prospective buyer looks for, are basic amenities like water supply,
electricity, sewerage system etc., which are essential to start with living Tejinderpal Singh
(2013).,
Factor name
Amenities
Researcher
Manivannan
Somasundaram. 2014).
Tejinderpal Singh (2013).
and
Variables
Electricity backup
Water supply
Sewerage system
Car parking
3.10.2 LAYOUT FACTORS:

The layout of the residential apartment is the second factor that affects purchase decisions of
residential flat. The items included in this factor are Exterior Look of the Apartment, Interior
Design, Floor of the apartment, Number of rooms/bedrooms and Servant room (Manivannan
and Somasundaram., 2014). Financial Factors, Connectivity factors and Layout factors are
other primary factors which influence the choice of the customers. Therefore, these factors
seek proper attention from the builder.
Factor name
Layout
Researcher
Tejinderpal Singh (2013).
Variables
Floor of the apartment
Number of rooms / bedrooms
Servant room
3.10.3. LOCATION FACTORS:

Accessibility and prime location are highly influential for a consumer when they select a
housing product (Molin and Timmermans, 2003). The location environmental factors include
direct toll road access, location near family, location near working area, location near activity
centre, location near shopping centre, location near education centre, location near religious
10
centre, good security system, ease of accessibility, good social communication and location
uniqueness(Raden et al, 2015). The next deciding factor for consumer preference is the
housing location near close family members such as parents and brother or sister (Mulder,
2007). Proximity to activities centre, shopping centre, education centre and religious centre
ensure the quality of living inside one particular real estate development (Colwell et al., 1985;
Sirpal, 1994; Gibbons and Machin, 2008; Brandt et al., 2013; Wen et al., 2014). Lastly,
unique location characteristics that are the properties of the environment itself such as
Mountain View and fresh air quality or the artificial creation to support the real estate
development such as a golf course and an artificial lake are other fixtures often used by the
real estate developer to increase their housing product sales price (Jim and Chen, 2009).
Factor name
Location
Researchers
Variables
Colwell et al. (1985), Waddell
Direct toll road access
et al. (1993), Sirpal
Location near family
(1994), Rohe and Stewart
Location near working
(1996), Blakely and Snyder
Place
(1997a, 1997b), Adair et al.
Good security system
(2000), Smersh and Smith
Good social
(2000),
Boarnet
and communication
Chalermpong (2001), Molin
Ease of accessibility
and
Location near activity
Timmermans (2003), Bina et al.
center
(2006), Mulder
Location near shopping
(2007), Gibbons and Machin
center
(2008), Vadali (2008),
Location near education center
Fisher et al. (2009), Jim and
Location near religious
Chen (2009), Rahadi et al.
center
(2013), Brandt et al. (2013),
Unique location
Wen et al. (2014)
Overall location
11
3.10.4 SERVICE FATORS:

Realizing the increasing need of proper management for facilities in buildings, the
government has launched a consultation to solicit the views of the public on putting in place a
regulatory framework for the property management industry, the scope of which covers
mandatory licensing for companies providing management services for residential properties
and facilities (HAD, 2010). While the purpose of this proposed legislation is to set a
minimum acceptable standard with which the provision of facilities management (FM)
services has to comply, the actual performance of the services, in any case, needs to be
identified to evaluate their effectiveness. In a recent research on the quality of FM services
(Lai, 2010), an analytical method has been developed for evaluation of the services perceived
by residential users. The method, as Lai and Yik (2011) have illustrated, is able to process the
users responses to distinguish which among them are drawn from inconsistent judgments or
consistent judgments. Based on the latter type of judgments, a weighted performance score
can be calculated for representing the overall quality of a residential FM service.
Subsequently, the method was extended for application in a study which compares the
performances of FM services between two residential estates with comparable characteristics
(Lai, 2011).
In fact, the influence of five parameters on the overall satisfaction of dwellers in Bangkok
(Thailand), namely, neighbours, public facilities, environmental conditions, dwelling units
and location aspects, were examined by Savasdisara et al. (1989). In Kuala Lumpur
(Malaysia), the residential satisfaction of housing dwellers was assessed with respect to a
range of variables, which were grouped into five components
(1) Dwelling unit features;

(2) Dwelling unit support services;
12
(3) Public facilities;

(4) Social environment; and
(5) Neighbourhoods facilities (Mohit et al., 2010).
In Hong Kong, Hui (2005) studied the key success factors of residential building
management based on some interviews with the management committees of three residential
estates. The study of Hui and Zheng (2010), through a survey of residential customers,
identified the crucial variables of customer satisfaction toward FM service. Therefore, a study
has been carried out to explore the influence of the users personal attributes on their
perception of service factors.
3.11 Limitations of study:
1. Customers were sceptical about expression of their opinion as they got flats at
different price range.
2. The customer had to be explained the meaning of each question and the range for each
scale item which took considerable duration of time as many customers were never
exposed to this kind of rigorous study.
3. The process of capturing the data from customers was difficult because many of them
are very busy with their own work schedule.
4. The researcher had to commute the various flats across Killipalam to meet the
respondent
13
Chapter 4
4.1
Introduction:
This chapter reveals about the detailed data analysis which contains about frequency
table, reliability measure with Cronbach alpha, factor analysis with KMO & Bartlett
test, and also hypothesis testing with regression model.
Table number 4.1 Demographic information about respondents
Characteristics
Measure group
Frequency
Percentage
AGE
25 30
21
30.4
30 35
10
14.5
35 40
22
31.9
40 45
2.9
50 55
13
18.8
55 and above
1.4
Total
69
100
From the above table there are 21 respondents fall under the age bracket of 25- 30, 10
respondents in the age group of 30- 35 years, 22 respondents in the age group 35-40years and
2 of them belong to the age of 40 45 years, 1 respondent from the age group 55 and above
and are accounted for 30.4, 14.5, 31.9, 2.9, 18.8, 1.4 percent respectively. This indicates that
most of the customers who buy flats in Heera constructions Pvt Ltd are from the age group of
25 -30 years.
Table number 4.2
Characteristics
Measure group
Frequency
Percentage
Gender
Male
55
79.7
Female
14
20.3
Total
69
100
From the above table there are 55 males and 14 females which are accounted for 79.7 and
20.3 percentage respectively. This gives a clear indication that males are the larger purchaser
of flats at Heera constructions compared to females. But still we can find that females also
customers of the product
14
Table number 4.3.

Characteristics
Measure group
Frequency
Percentage
Education
Higher secondary
Bachelors degree
Technical education
Masters degree
Any other(Specify)
Total
2
29
8
29
1
69
2.9
42
11.6
42
1.4
100
Frome the above data there are 69 respondents of which people who has the most percentage
of purchase is from bachelors degree and masters degree with percentage of 42. Others who
are the purchasers include technical education which is seconding of 11.6. There are also
people from higher secondary as purchasers of flat at Heera.
Table number 4.4

Characteristics
Employment
Measure group
Salaried
Self employed
Home maker
Retired
Total
Frequency
49
18
1
1
69
Percentage
71
26.1
1.4
1.4
100
From the above table there are 49 respondents of the SALARIED section, 18 respondents in
the self-employed and 1 of them belong to the home maker and retires section respectively.
Are accounted for 71, 26.1, 1.4, 1.4, percent respectively. This indicates that most of the
15
customers who buy flats in Heera constructions Pvt Ltd are from the salaried section followed
by self-employed.
Table number 4.5

Characteristics
Marital
Measure group
Single
Married
Divorced
Live in
Total
Frequency
40
27
11
1
69
Percentage
58
39.1
1.4
1.4
100
From the above table there are 40 respondents of the single category, 27 respondents in the
married and 11 of them belong to the Divorced and 1 of them in live in category respectively.
Are accounted for 58, 39.1, 1.4, 1.4, percent respectively. This indicates that most of the
customers who buy flats in Heera constructions Pvt Ltd are from the single category and
married category followed by divorced.
Table number 4.6

Characteristics
Measure group
Frequency
Percentage
Income monthly
20 40k
29
42
40 60k
13
18
60 80k
10.1
16
80 100k
5.8
11.6
Would not say
10.1
Total
69
100
Above 1 lakh
From the above table there are 29 respondents of the income group 25- 40 thousand, 13
respondents in the income group of 40- 60 thousand, 7 respondents in the income group 3540years and 2 of them belong to the age of 40 45 years, 1 respondent from the age group 55
and above and are accounted for 30.4, 14.5, 31.9, 2.9, 18.8, 1.4 percent respectively. This
indicates that most of the customers who buy flats in Heera constructions Pvt Ltd are from
the category 20 thousand to 40 thousand.
Table number 4.7

Characteristics
Measure group
Frequency
Percentage
Electricity backup
Strongly disagree
11.6
is considered.
Disagree
11.6
Neither/nor
7.2
Agree
15
21.7
Strongly agree
33
47.8
Total
69
100
From the above table there are 33respondents among strongly agree category, 15 respondents
in the agree category, 5 respondents in neither nor agree and 8 of them belong to disagree
category, 8 respondents from the strongly disagree and above are accounted for 47.8, 21.7,
7.2, 11.6, 11.6, percent respectively. This indicates that most of the customers who buy flats
in Heera constructions Pvt Ltd strongly agree electricity is needed.
17
Table number 4.8

Characteristics
Measure group
Frequency
Percentage
Water supply is
Strongly disagree
8.7
needed
Disagree
8.7
Neither/nor
5.8
Agree
13
Strongly agree
44
63.8
Total
69
100
From the above table there are 44 respondents among strongly agree category, 9 respondents
category, 6 respondents from the strongly disagree and above are accounted for 63.8, 13, 5.8,
8.7, 8.7 percent respectively. This indicates that most of the customers who buy flats in Heera
constructions Pvt Ltd strongly water supply is needed.
Table number 4.8

Characteristics
Measure group
Frequency
Percentage
Appropriate
Strongly disagree
7.2
sewage system
Disagree
8.7
Neither/nor
11.6
Agree
11
15.9
Strongly agree
39
56.5
Total
69
100
11.6, 8.7, 7.2, percent respectively. This indicates that most of the customers who buy flats in
Heera constructions Pvt Ltd strongly agree appropriate sewage is needed.
18
Table number 4.9

Characteristics
Scale
Frequency
Percentage
Spacious vehicle
Strongly disagree
5.8
parking
Disagree
11.6
Neither/nor
12
17.4
Agree
18
26.1
Strongly agree
27
39.1
Total
69
100
in Heera constructions Pvt Ltd strongly agree spacious parking is indeed needed.
Table number 4.10

Characteristics
Measure group
Frequency
Percentage
Childrens play
Strongly disagree
7.2
area is needed
Disagree
11
15.9
Neither/nor
17
24.6
Agree
19
27.5
Strongly agree
15
21.7
19
Total
69
100
in Heera constructions Pvt Ltd agree childrens player area is needed.
Table number 4.11

Characteristics
Measure group
Frequency
Percentage
Effective security
Strongly disagree
2.9
systems.
Disagree
7.2
Neither/nor
10
14.5
Agree
14
20.3
Strongly agree
36
52.2
Total
69
100
Heera constructions Pvt Ltd strongly agree effective security is needed.
Table number 4.12

Characteristics
Measure group
Frequency
Percentage
Articulated gas
Strongly disagree
2.9
facility
Disagree
7.2
Neither/nor
12
17.4
20
Agree
14
20.3
Strongly agree
34
49.3
Total
69
100
Heera constructions Pvt Ltd strongly agree articulated facility is needed for gas.
Table number 4.12

Characteristics
Measure group
Frequency
Percentage
Sufficient number
Strongly disagree
2.9
of elevators
Disagree
10
14.5
Neither/nor
13
18.8
Agree
13
18.8
Strongly agree
30
43.5
Total
69
100
From the above table there are 360respondents among strongly agree category, 13
respondents in the agree category, 13 respondents in neither nor agree and 10 of them belong
to disagree category, 2 respondents from the strongly disagree and above are accounted for
43.5, 18.8, 18.8, 14.5, 2.9, percent respectively. This indicates that most of the customers who
buy flats in Heera constructions Pvt Ltd strongly agree sufficient elevators with space is
needed.
Table number 4.13

Characteristics
Measure group
Frequency
Percentage
Attractive
Strongly disagree
7.2
appearance of
Disagree
13.0
21
building
Neither/nor
18
26.1
Agree
18
26.1
Strongly agree
19
27.5
Total
69
100
in Heera constructions Pvt Ltd strongly agree attractive exterior is needed.
Table number 4.14

Characteristics
Measure group
Frequency
Percentage
Well executed floor
Strongly disagree
5.8
works
Disagree
7.2
Neither/nor
17
24.6
Agree
14
20.3
Strongly agree
29
42.0
Total
69
100
Heera constructions Pvt Ltd strongly agree executed floor with good quality is needed.
Table number 4.15

Characteristics
Measure group
Frequency
Percentage
Sufficient number
Strongly disagree
7.2
of flats
Disagree
11
15.9
22
Neither/nor
23
33.3
Agree
14
20.3
Strongly agree
16
23.2
Total
69
100
From the above table there are 16 respondents among strongly disagree category, 14
respondents in the agree category, 23 respondents in neither nor agree and 11 of them belong
to disagree category, 5 respondents from the strongly disagree and above are accounted for
23.2, 20.3, 33.3, 15.9, 7.2, percent respectively. This indicates that most of the customers who
buy flats in Heera constructions Pvt Ltd neither disagree nor agree about having sufficient
number of flats.
Table number 4.16

Characteristics
Measure group
Frequency
Percentage
Availability of
Strongly disagree
11
15.9
servant room
Disagree
12
17.4
Neither/nor
24
34.8
Agree
12
17.4
Strongly agree
13.0
Total
69
100
34.8, 17.42, 15.9, percent respectively. This indicates that most of the customers who buy
flats in Heera constructions Pvt Ltd neither agree nor disagree on availability of servant room
23
Table number 4.17

Characteristics
Measure group
Frequency
Percentage
Novelty factors is
Strongly disagree
5.8
considered
Disagree
7.2
Neither/nor
25
36.2
Agree
21
30.4
Strongly agree
11
15.9
Total
69
100
Heera constructions Pvt Ltd neither agree nor disagree that novelty factors is needed.
Table number 4.18

Characteristics
Measure group
Frequency
Percentage
Sufficient
Strongly disagree
14
20.3
recreation facilities
Disagree
10.3
Neither/nor
19
27.5
Agree
22
31.9
Strongly agree
10
Total
69
100
27.5, 10.3, 20, 3, percent respectively. This indicates that most of the customers who buy flats
in Heera constructions Pvt Ltd agree that sufficient recreation is needed.
24
Table number 4.19

Characteristics
Measure group
Frequency
Percentage
Electrical facilities
Strongly disagree
7.2
of well-known
Disagree
8.7
brand
Neither/nor
15
21.7
Agree
14
20.3
Strongly agree
29
42.0
Total
69
100
Heera constructions Pvt Ltd strongly agree that well know electrical fittings ae needed.
Table number 4.20

Characteristics
Measure group
Frequency
Percentage
Building is
Strongly disagree
8.7
constructed of
Disagree
8.7
latest technology
Neither/nor
14
20.3
Agree
21
30.4
25
Strongly agree
22
31.9
Total
69
100
Heera constructions Pvt Ltd strongly agree that building should be of latest technology.
Table number 4.21

Characteristics
Measure group
Frequency
Percentage
Flat area is
Strongly disagree
4.3
attractive
Disagree
12
17.4
Neither/nor
14
20.3
Agree
20
29.0
Strongly agree
27.5
Total
69
100
in Heera constructions Pvt Ltd agree that flat area should be attractive.
Table number 4.22

Characteristics
Measure group
Frequency
Percentage
Flat area has less
Strongly disagree
2.9
26
traffic noise
Disagree
13
Neither/nor
21
30.4
Agree
15
21.7
Strongly agree
21
30.4
Total
69
100
30.4, 13, 2.9, percent respectively. This indicates that most of the customers who buy flats in
Heera constructions Pvt Ltd agree that flat area should have less traffic noise followed by
neither nor agree category.
Table number 4.23

Characteristics
Measure group
Frequency
Percentage
Crime reported in
Strongly disagree
2.9
this area is very
Disagree
10
14.5
less
Neither/nor
14
20.3
Agree
20
29
Strongly agree
23
33
Total
69
100
in Heera constructions Pvt Ltd strongly agree that flat area should be having less crime
reports.
Table number 4.24

Characteristics
Measure group
Frequency
Percentage
Near to reputed
Strongly disagree
4.3
27
hospitals
Disagree
10.1
Neither/nor
23
33.3
Agree
18
26.1
Strongly agree
18
26.1
Total
69
100
in Heera constructions Pvt Ltd agree that neither nor it should be near reputed hospitals.
Table number 4.25

Characteristics
Measure group
Frequency
Percentage
Accessibility to
Strongly disagree
1.4
super markets
Disagree
13
Neither/nor
15
21.8
Agree
25
36.1
Strongly agree
19
27.5
Total
69
100
category, 1 respondent from the strongly disagree and above are accounted for 27.5, 36.1,
21.8, 13, 1.4, percent respectively. This indicates that most of the customers who buy flats in
Heera constructions Pvt Ltd agree that flat area should be near to super markets.
28
Table number 4.26

Characteristics
Measure group
Frequency
Percentage
Convenient for
Strongly disagree
7.2
work place
Disagree
8.7
Neither/nor
21
30.4
Agree
18
26.1
Strongly agree
19
27.5
Total
69
100
Heera constructions Pvt Ltd agree that flat area should be attractive.
Table number 4.27

Characteristics
Measure group
Frequency
Percentage
Maintenance of
Strongly disagree
2.9
building is done
Disagree
12
17.4
properly
Neither/nor
10
14.5
Agree
17
24.6
Strongly agree
28
40.6
Total
69
100
14.5,1 7.4, 2.9, percent respectively. This indicates that most of the customers who buy flats
in Heera constructions Pvt Ltd strongly agree that flat area should be maintained.
29
Table number 4.28

Characteristics
Measure group
Frequency
Percentage
Society is there for
Strongly disagree
10.1
various programs
Disagree
13
Neither/nor
21
30.4
Agree
17
24.6
Strongly agree
15
21.7
Total
69
100
From the above table there are 15 respondents among strongly agree category, 17respondents
in Heera constructions Pvt Ltd neither agree nor disagree that flat area should have a society
Table number 4.29

Characteristics
Measure group
Frequency
Percentage
Waste disposal is of
Strongly disagree
2.9
good methods
Disagree
11
15.9
Neither/nor
11.6
Agree
16
23.2
Strongly agree
32
46.4
30
Total
69
100
in Heera constructions Pvt Ltd agree that flat area should have disposable waste methods.
Reliability measure:
The reliability of perception on basic amenities questionnaire was computed by using SPSS20 software. Cronbachs alpha coefficients were computed to calculate reliability of all items
in the questionnaire.
Table: 4.34 Reliability statistics for perception on basic amenities.

Cronbachs Alpha
Number of items
.945
It is considered that the reliability value 0.7 is a standard value and it can be seen that in the
reliability method that applied here, reliability value is .945 which is approximate to the
standard value. So all the items in the questionnaire are reliable. So the statements in the
questionnaire were treated as reliable statements.
The reliability of perception on layout factors questionnaire was computed by using SPSS-20
software. Cronbachs alpha coefficients were computed to calculate reliability of all items in
the questionnaire.
Table: 4.35 Reliability statistics for perception on layout factors

Cronbachs Alpha
Number of items
.918
31
questionnaire were treated as reliable statements
The reliability of perception on location factors questionnaire was computed by using SPSS20 software. Cronbachs alpha coefficients were computed to calculate reliability of all items
Table:4.36 Reliability statistics for perception on location factors
Cronbachs Alpha
Number of items
.898
The reliability of perception on service factors questionnaire was computed by using SPSS20 software. Cronbachs alpha coefficients were computed to calculate reliability of all items
Table: 4.37 Reliability statistics for perception on service factors
Cronbachs Alpha
Number of items
.840
32
Factor analysis:
The raw score of 26 items were subjected to factor analysis to find out the factor that
contributes towards perception. After factor analysis 4 components were identified in each
table. The details about factors, the factor name, Eigen value, variable convergence, loadings,
and variance % are given in the table.
Table 4.38.1
KMO AND Bartletts test for Perception on basic amenities
Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
Bartlett's Test of Sphericity
Approx. ChiSquare
Df
Sig.
.875
494.613
28
.000
Table 4.38.2
Factor
name
Basic
amenities
Eigen
value
73.066
Var.no
Variable convergence
3
2
Appropriate sewage system

Availability of water supply
facilities
Effective security services
Safe articulated gas
facilities
Spacious vehicle parking
6
7
4
33
% of
variance
73.066
Loading
.931
.892
.879
.866
.858
8
5
1
facilities
Sufficient number of
spacious elevators
Childrens playing area is
well designed
I considered electricity
backup while purchasing
flat
.834
.797
.771
The Kaiser-Olkin measure of sampling adequacy value for perception of basic amenities
was .875 indicating that the sample size was adequate to consider the data as normally
distributed. The Bartletts test of sphericity was tested through Chi-Square value 494.613 is
significant at 0% level indicating that the intern-item correlation matrix was not an identity
matrix and therefore the data was suitable for factor analysis. The results of factor analysis
have clubbed 8 items statement of perception on basic amenities in to one component which
has received Highest Eigen value of 73.066.
Table 4.39.1
KMO AND Bartletts test for Perception on layout factors
Approx. ChiSquare
Df
Sig.
Table 4.39.2
Factor
Eigen
name
value
Layout
60.708
Var.no
11
10
Quality of flooring
Well executed interior
designs
Buildings are constructed
by using modern techniques
Electrical fittings are of
17
16
34
.895
358.528
36
.000
% of
variance
60.708
Loading
.885
.832
.805
.802
12
14
9
15
13
Well-known brand
Sufficient number of flats
I consider novelty factors
when I buy flat
Attractive exterior
appearance of the building
Sufficient recreation
facilities (Swimming pool,
gym etc.)
Availability of servant room
.767
.756
.755
.707
.682
The Kaiser-Olkin measure of sampling adequacy value for perception of layout factors was .
895 indicating that the sample size was adequate to consider the data as normally distributed.
The Bartletts test of sphericity was tested through Chi-Square value 358.528 is significant at
0% level indicating that the intern-item correlation matrix was not an identity matrix and
therefore the data was suitable for factor analysis. The results of factor analysis have clubbed
9 items statement of perception on layout factors in to one component which has received
Highest Eigen value of 60.708
Table 4.40.1
KMO AND Bartletts test for Perception on location factors
Approx. ChiSquare
Df
Sig.
Table 4.40.2
Factor
Eigen
name
value
Location
66.862
Var.no
21
Nearness of reputed
hospital in the locality
Accessibility of super
markets
I purchased flat because
area of the flat is attractive
22
18
35
.847
232.050
15
.000
% of
variance
66.862
Loading
.875
.862
.838
20
19
23
Crime reported in this

locality is very less
This area is known for less
traffic noise
This locality is convenient
for me to reach my work
place
.821
.769
.731
The Kaiser-Olkin measure of sampling adequacy value for perception of location factors
was .847 indicating that the sample size was adequate to consider the data as normally
distributed. The Bartletts test of sphericity was tested through Chi-Square value 232.050 is
significant at 0% level indicating that the intern-item correlation matrix was not an identity
matrix and therefore the data was suitable for factor analysis. The results of factor analysis
have clubbed 6 items statement of perception on location factors in to one component which
has received Highest Eigen value of 66.862
Table 4.41.1
KMO AND Bartletts test for Perception on service factors
Approx. ChiSquare
Df
Sig.
Table 4.41.2
Factor
Eigen
name
value
Service
75.986
Var.no
26
They have appropriate

waste disposal methods
This group provides
importance to maintenance
of the building
24
36
.687
90.070
3
.000
% of
variance
75.986
Loading
.911
.894
25
This building has society to

conduct various activities
.806
The Kaiser-Olkin measure of sampling adequacy value for perception of service factors was .
687 indicating that the sample size was adequate to consider the data as normally distributed.
The Bartletts test of sphericity was tested through Chi-Square value 90.070 is significant at
0% level indicating that the intern-item correlation matrix was not an identity matrix and
therefore the data was suitable for factor analysis. The results of factor analysis have clubbed
3 items statement of perception on service factors in to one component which has received
Highest Eigen value of 75.986
Regression:
H0: There is no significant relationship between executed interior design and income.
H1: There is significant relationship between executed interior design and income.
Table 4.42
Model
Unstandardized
Standardized
coefficients
Beta
coefficients
B
Std.Error
3.840
1.549
(Constant
)
EI
1.061
Dependent variable: Income
Y=A+BX
0.485
0.692
Sig.
2.480
0.019
2.190
0.036
Y= 3.840+1.061
Here,
Y= Independent variables (Executed Interiors)
X= Dependent variable (Income)
The multiple regressions were applied between executed interiors and income. The result of
regression indicates that independent variable executed interiors has a significant impact on
the dependent variable income signified by the coefficient beta factor of 0.692 also the t37
value significant even at 0% though compare the computed t-value with critical value(1.96)
at 5% of significance.
Since the value is less than 0.05 the null hypothesis got rejected and the alternative
hypothesis got accepted. So there is significant relationship between executed interior design
and income.
Ho: There is no significant relationship between availability of servant room and marital
status.
H1: There is significant relationship between availability of servant room and marital status.
Table 4.43
Model
Unstandardized
Standardized
coefficients
Beta
coefficients
B
Std.Error
1.304
.653
(Constant
)
ASR
-.318
.143
Dependent variable: Marital
-.479
Status
Y=A+BX
Y= 1.304+ (-.318)
Here,
Y= Independent variables (Availability of servant room)
X= Dependent variable (Marital status)
38
Sig.
1.997
.054
-2.220
.034
The multiple regressions were applied between availability of servant room and marital
status. The result of regression indicates that independent variable availability of servant
room has a significant impact on the dependent variable marital status signified by the
coefficient beta factor of -.479 also the t-value significant even at 0% though compare the
computed t-value with critical value (1.96) at 5% of significance.
hypothesis got accepted. There is significant relationship between availability of servant
room and marital status.
Ho: There is no significant relationship between attractive area and age
H1: There is significant relationship between attractive area and age.
Table 4.44
Model
Unstandardized
Standardized
coefficients
Beta
coefficients
B
Std.Error
5.905
1.484
(Constant
)
AA
1.189
Dependent variable: Age
Y=A+BX
.499
.811
Sig.
3.981
0.000
2.381
.023
Y= 5.905+1.189
Here,
Y= Independent variables (Attractive area)
X= Dependent variable (Age)
The multiple regressions were applied between attractive area and age. The result of
regression indicates that independent variable attractive area has a significant impact on the
dependent variable age signified by the coefficient beta factor of 0.811 also the t-value
39
significant even at 0% though compare the computed t-value with critical value(1.96) at 5%
of significance.
hypothesis got accepted. So there is significant relationship between attractive area and age.
Ho: There is no significant relationship between maintenance of building and age.
H1: There is significant relationship between maintenance of building and age.
Table 4.45
Model
Unstandardized
Standardized
coefficients
Beta
coefficients
B
Std.Error
5.905
1.484
(Constant
)
MB
.946
Dependent variable: Age
.418
.628
Sig.
3.981
0.000
2.263
.031
Y=A+BX
Y= 5.905+.946
Here,
Y= Independent variables (Maintenance of building)
X= Dependent variable (Age)
The multiple regressions were applied between maintenance of building and age. The result
of regression indicates that independent variable maintenance of building has a significant
impact on the dependent variable age signified by the coefficient beta factor of 0.628 also the
t-value significant even at 0% though compare the computed t-value with critical value(1.96)
at 5% of significance.
hypothesis got accepted. So there is significant relationship between maintenance of building
and age.
Chapter 5
40
5.1 Managerial Implications:
5.1.1 On the basis of layout factors:

Since respondents rated quality of flooring is a highest preferred factors company has to
concentrate on providing its customers with well-known branded tiles which last for long
duration. Secondly, attractive interior design has to be provided by the company so that
customer get more satisfaction which prompt them to buy flat. Thirdly, builders has to
concentrate on implementing modern technique s in construction work which provides safe
building, safety for workers, fast construction of building and also can finish work within
stipulated time. Finally, well known and branded electrical fitting is essential as respondents
are rated it as fourth important factors.
5.1.2 On the basis of basic amenities factors:
The first and the foremost factor considered by respondents under basic amenities are
appropriate sewage system. So when builders concentrate on buying land and constructing
building this factor has to be taken in to consideration very significantly. Another important
factors for the buyers is water supply facilities. Since water is a physiological need of
human being (Abraham Maslow need hierarchy theory) it is very important for the builders
to see that the locality gets very hygiene and continuous water supply. Once physiological
needs are satisfied human being demand for the safety need arises. In this research work
respondent even demanded safety need of security system. A very high quality of security
system has to be provided by the builders to the apartment where people buy flats. Another
safety aspect came in to the mind of majority of the respondent is gas facility which they
dont like to keep inside their house instead they prefer articulated gas facility. So the
builders has to implement safe articulated gas facility when they decide to construct the
building. Since almost all has vehicle facility in the modern times, definitely people prefer
sufficient and spacious parking facility which is demanded by majority of the respondents.
So builders has to provide spacious parking facility for the flat purchaser.
5.1.3 On the basis of location factors:

Health consciousness and healthy life styles are the most significant two sided factors which
are wide spread in the modern times. Survey showed that most of the respondent primarily
demanded this building mainly because of the nearness of reputed hospitals in the locality.
41
So it is essential for the builders to take in to consideration this factors when they construct
building. Respondents demand accessibility of super markets which will have very easy for
them to get in to and buy things of their expectations. So builders has to consider this factor
when constructing building. Respondent demanded attractive and less crime reported area.
So while constructing building builders has to give primary importance to these factors.
They should see that area where they construct building is very attractive, clean and also
very less crime reported.
5.1.4 On the basis of service factors:
Primary factors considered by the respondents while buying flat is appropriate waste
disposal under service factors. So it is essential to provide appropriate waste disposal
facilities for the flat buyers so that they can dispose it in effective and efficient manner
which leads to customer satisfaction. Secondary factors considered by the respondents under
service factors are maintenance of the building by the Heera Group. So they have to provide
periodically services. Lastly, respondents demanded society has to conduct various
activities. The organization should provide ample opportunities and initiatives for starting
such societies and also conduct various programmes according to the needs and expectations
of the people who resides in the different flats of building.
5.2 Suggestions for future research work:
The current study uses the convenience sample, so probably it is not representative
from a statistical point of view, so for future study, if with more time and budget, future
researchers may take random sampling that each member of that population has an
equal probability of being selected.
The second limitation for current study is that most of my respondents are basesegment consumers and I dont get enough samples on luxury segment. So, the future
research may increase the sample size to get more samples on premium segment or
conduct research which specializes on premium-segment customers.
Another l i m i t a t i o n for c u r r e n t s t u d y is about regression. Firstly, r e s e a r c h e r
m a i n l y used 95 % confidence level (Alpha=0.1). The alpha level is the probability that
the decision to reject the null hypothesis. So compared with 90% confidence level, a
95% confidence level increased the chance of Type II error. Secondly, the current study
probably doesnt consider enough variables and future study probably should include
42
more variables in the questionnaire. So other independent variables are needed to be

considered to help increase the predictive capability of the regression model in future
research.
Chapter 6:
6.1 Conclusion:
43
This research work has reviewed customer satisfaction in the Heera construction industry.
Several implications regarding customer satisfaction in the construction were drawn from
the findings of the research. Customers were typically satisfied with the organisations
abilities provide expected quality of work. Basic amenities, location, layout and service
factors are not considered in the study. The result of the regression analysis shows that
there is significant relationship between executed interior design and income in customer
satisfaction. Also there is significant relationship between maintenance of building and
age. The study also suggests that there is significant relationship between availability of
servant room and marital status in purchase of flats from Heera Constructions Pvt Ltd. On
comparing with various factors it was found that there is a significant relationship
between attractive area and age on flat purchase from this particular builders.
Annexure
Questionnaire
I am Mithun Mohan studying in Manipal University in its School of Management. I

am in to my Summer Internship Project on Customer satisfaction of Flats of
Heera builders. As part of my Summer Internship Project, I am expected to
44
collect data in few work related issues. This is the final survey to facilitate the
necessary data collection. I request you to kindly cooperate and give me honest
responses
which
make
project
work
robust
confidentiality will be maintained in this regard.

Section-A
Your name:
Age:
25-30 years old

30-35 years old
35-40 years old
40-45 years old
45-50 years old
50-55 years old
55 and above
Gender:
Male
Female
Education:
No schooling
High school
Bachelors degree
Technical education
Masters degree
Any other: Specify
Marital status:
Single
Married
Widow/widower
Divorced
Separated
Live in
Employment status:
Salaried
Self employed
Home maker
45
and
insightful.
Complete
Military
Retired
Income (Monthly):
20000-40000
40001-60000
60001-80000
80001-100000
Above 100000
Would rather not to say
Section-B
Sl.no
Components
SA
5
Perception on basic amenities

1
I
considered
electricity
backup
while
purchasing
flat
Availability of water supply
3
4
facilities
Appropriate sewage system
Spacious vehicle parking
facilities
Childrens playing area is
6
7
well designed
Effective security services
Safe
articulated
gas
facilities
Sufficient
number
spacious elevators
Perception on Layout
9
Attractive
of
exterior
10
appearance of the building

Well
executed
interior
11
12
13
14
designs
Quality of flooring
Sufficient number of flats
Availability of servant room
I consider novelty factors
15
when I buy flat

Sufficient
recreation
46
A
4
NAND
3
D
2
SD
1
facilities
(Swimming
pool,
16
gym etc.)
Electrical
17
Well-known brand
Buildings are constructed
fittings
are
of
by using modern techniques

Perception on location factors
18
I purchased flat because
19
area of the flat is attractive

This area is known for less
20
traffic noise
Crime reported
21
locality is very less

Nearness
of
reputed
22
hospital in the locality

Accessibility
of
super
23
markets
This locality is convenient
in
this
for me to reach my work

place
Perception on service factors
24
This
group
provides
importance to maintenance
25
of the building
This building has society to
26
conduct various activities

They
have
appropriate
waste disposal methods
SA - Strongly Agree
A - Agree
NAND - Neither Agree nor Disagree
D - Disagree
SD - Strongly Disagree
47
Bibliography
Ariyawansa, R. G. (2007). An empirical study of consumer behaviour in housing market in

Colombo. Built Environment- Sri Lanka, 08(01), 11-19.
Brandt, S., Meaning, W. and Richter, F. (2013), Do places of worship affect housing prices?
Evidence from Germany, Hamburg Contemporary Economic Discussions, No. 48, available
at: www.uni-hamburg.de/economicpolicy/hced_e.html
Beamish, Julia O., Goss, Carucci Rosemary, & Emmel, JoAnn. (2001). Lifestyle Influences
on Housing Preference. Journal of Housing and Society, 28(1 & 2), 1-28.
Colwell, P.F., Gujral, S.S. and Coley, C. (1985), The impact of a shopping centre on the
value of surrounding properties, Real Estate Issues, Vol. 10 No. 1, pp. 35-39.
Gibbons, S. and Machin, S. (2008), Valuing school quality, better transport, and lower
crime: evidence from house prices, Oxford Review of Economic Policy, Vol. 24 No. 1, pp.
99-119.
Gupta, Vijaya, Mythili, G, & Hegde, D. (2011). Reported Deriving Implicit Prices for Urban
Environmental Amenities from Mumbai Housing Prices: A Revealed Preference Approach.
http://www.ceepeurope.org/workshop_files/workshop48_151.pdf.
Hair, J., Anderson, R. E., Tatham, R. L., & Black, W. C. (1995). Multivariate data analysis
(4th end). New Jersey: Prentice-Hall Inc.
HAD (2010), Putting in Place a Regulatory Framework for Property Management Industry,
Home Affairs Department, Hong Kong.
Hui, E.C.M. and Zheng, X. (2010), Measuring customer satisfaction of FM service in
housing sector: a structural equation model approach, Facilities, Vol. 28 No. 5, pp. 306-320.
Hui, E.Y.Y. (2005), Key success factors of building management in large and dense
residential estates, Facilities, Vol. 23 No. 1, pp. 47-62.
Jim, C.Y. and Chen, W.Y. (2009), Value of scenic views: hedonic assessment of private
housing in Hong Kong, Landscape and Urban Planning, Vol. 91 No. 4, pp. 226-234.
48
Leishman, Chris, Aspinall, Peter, Munro, Moira, & Warren, Fran J. Preferences, quality and
choice in new-build housing. Retrieved on November 13, 2011 from
http://www.jrf.org.uk/sites/files/jrf/185935162x.pdf
Litman, Todd. Where we want to be. Victoria Transport Policy Institute. Retrieved on
February 02, 2012 from http://www.vtpi.org/sgcp.pdf
Lai, J.H.K. (2010), Investigating the quality of FM services in residential buildings, in

Proceedings of W070-Special Track, 18th CIB World Building Congress, Salford, pp. 13-25.
Lai, J.H.K. (2011), Comparative evaluation of facility management services for housing
estates, Habitat International, Vol. 35 No. 2, pp. 391-397.
Lai, J.H.K. and Yik, F.W.H. (2011), An analytical method to evaluate facility management
services for residential buildings, Building and Environment, Vol. 46 No. 1, pp. 165-175.
Molin, E.J.E. and Timmermans, H.J.P. (2003), Accessibility considerations in residential
choice decisions: accumulated evidence from the Benelux, Annual Transportation Research
Board Meeting, Meeting Publication, Washington, DC, pp. 1-12.
Mulder, C.H. (2007), The family context and residential choice: a challenge for new
research, Population, Space and Place, Vol. 13 No. 4, pp. 265-278.
P. Manivannan and M. Somasundaram (2014)., Purchase of Residential Flats - Factors

Influencing the Decision of Buyers in Selected Cities in Tamil Nadu., IRJBM
(www.irjbm.org ) Volume No VII September - 2014 Issue 9, pp. 67-73.
Savasdisara, T., Tips, W.E.J. and Suwannodom, S. (1989), Residential satisfaction in private
estates in Bangkok: a comparison of low-cost housing estates and determinant factors,
Habitat International, Vol. 13 No. 1, pp. 65-73.
Shi, Lin. (2005). Housing Preferences of Residents in Stellenbosch. South Africa
Sirpal, R. (1994), Empirical modelling of the relative impacts of various sizes of shopping
centres on the values of surrounding residential properties, Journal of Real Estate Research,
Vol. 9 No. 4, pp. 487-505.
49
Raden Aswin Rahadi Sudarso Kaderi Wiryono Deddy Priatmodjo Koesrindartoto Indra
Budiman Syamwil , (2015),"Factors influencing the price of housing in Indonesia",
International Journal of Housing Markets and Analysis, Vol. 8 Iss 2 pp. 169 - 188
Tejinderpal Singh (2013)., Identifying key factors affecting purchase decision of residential
apartments: an exploratory study in peripheries of Chandigarh., International Journal of
Applied Services Marketing Perspectives., Volume 2, Number 3, ISSN (P):2279-0977,
(O):2279-0985
Wen, H., Zhang, Y. and Zhang, L. (2014), Do educational facilities affect housing price? An
empirical study in Hangzhou, China, Habitat International, Vol. 42, pp. 155-163, available
at: www.sciencedirect.com/science/article/pii/S019739751300129X.
Zhaohui, Su. (2003). Consumer buying behaviour and purchase risk. Commercial Times.
50
51

Project Report On Customer Satisfaction of Flat Buyers

Загружено:

Сведения о документе

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

Project Report On Customer Satisfaction of Flat Buyers

Загружено:

Авторское право:

Доступные форматы

Chapter-I

Customer satisfaction: An overview of research:

Customer satisfaction: Meaning and types:

Research Objective 1: To explore the role of basic amenities in consumer buying

Direct effects of layout factors on consumer satisfaction in their purchasing

Direct effect of location factors on customer satisfaction while buying flats:

Direct effect of service factors on customer satisfaction with regard to their

1.6 Research scope:

Z = 95 percentage of confidence level= 1.96

3.10 Conceptual framework:

LAY OUT FACTORS

3.10.1 BASIC AMENITIES FACTORS:

3.10.2 LAYOUT FACTORS:

3.10.3. LOCATION FACTORS:

3.10.4 SERVICE FATORS:

(1) Dwelling unit features;

(3) Public facilities;

3.11 Limitations of study:

Table number 4.3.

Table number 4.4

Table number 4.5

Table number 4.6

Would not say

Table number 4.7

Table number 4.8

Table number 4.8

Table number 4.9

Table number 4.10

Table number 4.11

Table number 4.12

Table number 4.12

Table number 4.13

Table number 4.14

Well executed floor

Table number 4.15

Table number 4.16

Table number 4.17

Table number 4.18

Table number 4.19

Table number 4.20

Table number 4.21

Table number 4.22

Flat area has less

Table number 4.23

this area is very

Table number 4.24

Table number 4.25

Table number 4.26

Table number 4.27

Table number 4.28

Society is there for

Table number 4.29

Table: 4.34 Reliability statistics for perception on basic amenities.

Table: 4.35 Reliability statistics for perception on layout factors

Appropriate sewage system

Crime reported in this

They have appropriate

This building has society to

5.1 Managerial Implications:

5.1.1 On the basis of layout factors:

5.1.3 On the basis of location factors:

more variables in the questionnaire. So other independent variables are needed to be

I am Mithun Mohan studying in Manipal University in its School of Management. I