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• W157777135 abstract "The Malaysian government has brought the Industrialised Building System (IBS) to theattention of all professionals in this industry. Due to certain barriers, the actual projectionof the IBS adoption could not be achieved. One of the factors identified is the lack ofcustomer satisfaction with IBS houses. This research aims to determine the factorspertaining to customer satisfaction of IBS houses, the strategies to improve customersatisfaction, to determine IBS adoption factors and the strategies to improve IBS adoptionin the Malaysian construction industry. This research methodology uses a mixed methodapproach. The research process was conducted in four (4) phases. Relevant respondentswere divided into two groups, namely, the IBS house occupiers and the constructionindustry stakeholders. The quantitative study is based on a self-administered questionnairesurvey. Purposive sampling was carried out to determine the sample from three types ofIBS houses. Data were obtained from 391 IBS house occupiers to determine customersatisfaction in the first part of the first phase. In addition, data from 105 valid respondentsof construction stakeholders were obtained to determine IBS adoption factors in the secondpart of the first phase. Then, the researcher continued the study using a structured focusgroup discussion, qualitatively, in the second and third phase. Respondents who are IBShouse occupiers, construction stakeholders and academicians took part in the discussion.The QFD matrixes were developed from the Quality matrix and Function matrix, which ledto the compilation of the QF matrix. The researcher also developed a list of strategies onhow to improve customer satisfaction on IBS house development and strategies on how toimprove the IBS adoption in the Malaysian construction industry. The researcher useddescriptive and gap analysis for the quantitative study. A statistical analysis was conductedto confirm the reliability of the instruments used. The qualitative study of the structuredfocus group discussion is continued further by using QFD application. Lastly, theresearcher applied semi structured interviews to achieve its validity in phase four (4).Respondents for the validation process consisted of ten (10) experts – academicians, andconstruction stakeholders. The study discovered nine (9) customer satisfaction factorsrelated to IBS house construction. The nine (9) factors were identified as critical factors inIBS adoption. Five (5) strategies were identified from the QFD application on how toimprove customer satisfaction in IBS house construction and five (5) strategies wereidentified from the QFD application on how to improve IBS adoption. Several majorrecommendations to improve customer satisfaction and to enhance IBS adoption weremade. This research will contribute to four (4) kinds of new knowledge. First, it willprovide strategies to address the issue concerning the lack of customer satisfaction in IBShousing projects. Second, it will provide strategies to improve and enhance IBS adoption.Third, it highlights the major roles of related organizations to enhance the IBS adoptionindustry. Finally, yet importantly, it provides new knowledge and a new dimension to QFDapplication in the IBS planning and management system." @default.
• W157777135 created "2016-06-24" @default.
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• W157777135 date "2012-01-01" @default.
• W157777135 modified "2023-09-26" @default.
• W157777135 title "Strategies to improve customer satisfaction with Industrialised Building System (IBS) houses and IBS adoption using Quality Function Deployment (QFD) application : a Malaysia based study / Nuzul Azam Haron" @default.
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