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Al-saeed, Y W, Ahmed, A and Pärn, E A (2020) An 80-year projection of nZEB strategies in extreme climatic conditions of Iraq. International Journal of Building Pathology and Adaptation, 38(03), 472–92.

Antwi-Afari, M F, Li, H, Edwards, D J, Pärn, E A, Seo, J and Wong, A (2017) Effects of different weights and lifting postures on balance control following repetitive lifting tasks in construction workers. International Journal of Building Pathology and Adaptation, 35(03), 247–63.

Assaf, S, Hassanain, M A and Abdallah, A (2018) Review and assessment of the causes of deficiencies in design documents for large construction projects. International Journal of Building Pathology and Adaptation, 36(03), 300–17.

Cooper, J, Lee, A and Jones, K (2020) Sustainable built asset management performance indicators and attributes. International Journal of Building Pathology and Adaptation, 38(03), 508–22.

Defoe, P S (2018) The consideration of trees in rights of light cases Part 2. International Journal of Building Pathology and Adaptation, 36(03), 318–32.

Forsythe, P (2017) Quantifying the recurring nature of fitout to assist LCA studies in office buildings. International Journal of Building Pathology and Adaptation, 35(03), 233–46.

Gerges, M, Penn, S, Moore, D, Boothman, C and Liyanage, C (2018) Multi-storey residential buildings and occupant’s behaviour during fire evacuation in the UK. International Journal of Building Pathology and Adaptation, 36(03), 234–53.

Hoxha, V (2019) Measuring embodied CO2 emission in construction materials in Kosovo apartments. International Journal of Building Pathology and Adaptation, 38(03), 405–21.

Ismail, Z (2019) An Integrated Computerised Maintenance Management System (I-CMMS) for IBS building maintenance. International Journal of Building Pathology and Adaptation, 37(03), 326–43.

Ji, Y, Lee, A and Swan, W (2019) Retrofit modelling of existing dwellings in the UK: the Salford Energy House case study. International Journal of Building Pathology and Adaptation, 37(03), 344–60.

Milion, R N, Alves, T d C and Paliari, J C (2017) Impacts of residential construction defects on customer satisfaction. International Journal of Building Pathology and Adaptation, 35(03), 218–32.

  • Type: Journal Article
  • Keywords: Customer satisfaction; Residential; Survey; Defect; Claim; Pathology;
  • ISBN/ISSN: 2398-4708
  • URL: https://doi.org/10.1108/IJBPA-12-2016-0033
  • Abstract:
    The purpose of this paper is to investigate the impact of defects on the satisfaction of residential construction customers. Three working hypotheses were tested: first, defects in residential construction impact the customer satisfaction; second, different defects have different impacts on customer satisfaction; and third, interviewing customers about defects in their residential units is not a reliable method to collect data. Design/methodology/approach The research investigated correlations between data on defects and customer satisfaction surveys carried out by a construction company on its projects. Data were cross-checked to determine what kinds of defects have the worse impact on customer satisfaction. Findings The occurrence of defects does not necessarily jeopardize customer satisfaction, although it appears to be a concern to the customers who responded to the survey. When the occurrence of defects did interfere with customer satisfaction, it was found that the worse impacts resulted from the occurrence of multiple defects in a single unit, the inability of the construction company to communicate with the customer after a claim was filed, and the occurrence of functional defects. Results suggest that interviewing customers about the defect occurrence in their units is not a reliable method to collect data for research purposes. Practical implications Results can be used to help companies better define continuous improvement activities and avoid the occurrence of defects that cause the worse impacts to customer satisfaction. Originality/value Data availability is a challenge for studies on defects. This study had direct access to data from a construction company, which made the presented analyses possible.

Mohamed, I F, Edwards, D J, Mateo-Garcia, M, Costin, G and Thwala, W D D (2019) An investigation into the construction industry’s view on fire prevention in high-rise buildings post Grenfell. International Journal of Building Pathology and Adaptation, 38(03), 451–71.

Mohamed, M, Pärn, E A and Edwards, D J (2017) Brexit: measuring the impact upon skilled labour in the UK construction industry. International Journal of Building Pathology and Adaptation, 35(03), 264–79.

Ofori-Boadu, A N, Abrokwah, R Y, Gbewonyo, S and Fini, E (2018) Effect of swine-waste bio-char on the water absorption characteristics of cement pastes. International Journal of Building Pathology and Adaptation, 36(03), 283–99.

Ofori-Boadu, A N, Shofoluwe, M A and Pyle, R (2017) Development of a Housing Eligibility Assessment Scoring Method for low-income urgent repair programs. International Journal of Building Pathology and Adaptation, 35(03), 194–217.

Oladunjoye, O A, Proverbs, D G, Collins, B and Xiao, H (2019) A cost-benefit analysis model for the retrofit of sustainable urban drainage systems towards improved flood risk mitigation. International Journal of Building Pathology and Adaptation, 38(03), 423–39.

Onyenokporo, N C and Ochedi, E T (2019) Low-cost retrofit packages for residential buildings in hot-humid Lagos, Nigeria. International Journal of Building Pathology and Adaptation, 37(03), 250–72.

Rispoli, M and Organ, S (2019) The drivers and challenges of improving the energy efficiency performance of listed pre-1919 housing. International Journal of Building Pathology and Adaptation, 37(03), 288–305.

Rockow, Z R, Ross, B and Black, A K (2019) Review of methods for evaluating adaptability of buildings. International Journal of Building Pathology and Adaptation, 37(03), 273–87.

Sharifi, A A and Farahinia, A H (2020) Evaluation of the adaptive reuse potential of historic buildings and proposition of preventive-protective measures. International Journal of Building Pathology and Adaptation, 38(03), 493–507.

Simpson, E, Bradley, D and O’Keeffe, J (2018) Failure is an option: an innovative engineering curriculum. International Journal of Building Pathology and Adaptation, 36(03), 268–82.

Spigliantini, G, Fabi, V, Schweiker, M and Corgnati, S (2019) Historical buildings’ energy conservation potentialities. International Journal of Building Pathology and Adaptation, 37(03), 306–25.

Wang, W, Zhang, S and Pasquire, C (2018) Factors for the adoption of green building specifications in China. International Journal of Building Pathology and Adaptation, 36(03), 254–67.

Wang, Z (2019) Building internal heat dissipation of special shaped columns composed of concrete-filled square steel tubes based on thermal bridge models. International Journal of Building Pathology and Adaptation, 38(03), 441–9.