International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Customer-centric Approaches in the Construction Industry through CRM

Author(s) Ms. SUBHASHINI R, Dr. VENKATACHALAM V
Country India
Abstract Customer satisfaction plays a vital role in the development of construction quality, serving both as a strategic objective and as a key measure of success. It reflects not only the end product delivered but also the processes, interactions, and overall experience that clients undergo during a construction project. This article examines the performance of Finnish construction enterprises by evaluating customer satisfaction levels as reported directly by consumers. To capture customer perceptions, five factors were identified: quality assurance and handover, workplace safety and environment, cooperation, personnel and site supervision, and subcontracting. These dimensions provide a structured approach to assessing contractor performance from the client’s viewpoint. Quality assurance and handover assess the reliability of the finished work, while workplace safety and environment emphasize secure and well-managed working conditions. Cooperation measures the effectiveness of communication and collaboration, whereas personnel and site supervision highlight the competence and professionalism of staff. Subcontracting evaluates how external partners contribute to or hinder the overall performance.
The findings revealed that clients generally praised the skills and professionalism of contractors’ employees and managers, as well as their ability to work cooperatively throughout the project. However, issues related to subcontracting performance and the handover stage indicated areas where improvements could further enhance customer satisfaction.
Keywords Customer Centric, customer satisfaction, Construction, Customer Relationship Management
Published In Volume 7, Issue 6, November-December 2025
Published On 2025-11-05
DOI https://doi.org/10.36948/ijfmr.2025.v07i06.56349
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E-ISSN 2582-2160
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