A avaliação da satisfação dos clientes na construção civil: o caso das obras de reformas de edificações

Abstract

The construction industry in Brazil has a growing and consolidated demand; however, little is known about the satisfaction of clients who hired construction management services for building renovations and expansions. Thus, the investigation begins with bibliographic research and is followed by a questionnaire. It was sent to 78 clients who hired a professional to manage their projects in the last five years, of which 30 samples were obtained to support the research. In total, twelve attributes were established to structure the questions, divided into four categories: client profile; project context; client satisfaction with the hired professional, and questions about client satisfaction. The collected results indicate that the most relevant attributes for evaluating client satisfaction in the construction industry are: guarantee, flexibility, and accessibility. The attributes requiring improvements are: speed, credibility, and consistency. To ensure client satisfaction in construction management, the main attributes found in the literature for general service validation were associated with the phases of the PDCA cycle. Based on the applied research, the check/control stage was the most successful, while the perform/execute stage had the lowest percentage. In the end, it was revealed that clients were satisfied, with positive perceptions of the service as a whole.