The Impact of Customer-Centered Quality Management Systems on Profit and Satisfaction in Construction Companies
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The study examines the impact of customer-centric quality management systems (hereinafter referred to as QMS) on economic efficiency and customer satisfaction in construction companies in Kazakhstan. Using regression and cluster analysis, key factors such as quality management costs (QMC), customer satisfaction level (CSL), economic efficiency of QMS (EEQMS) and the company`s period of operation (PO) were analyzed. The results of the study show that customer-oriented companies that actively invest in quality management demonstrate high profitability and significantly higher levels of customer satisfaction. Cluster analysis identified three groups of companies with varying degrees of customer centricity and efficiency. Companies from the first cluster, which focus on service quality and customer satisfaction, achieved the best financial results. The study emphasizes the importance of implementing customer-oriented approaches to quality management to improve the competitiveness and long-term sustainability of construction companies.