AUTHOR
Brännström, Karin

DATE
2000-03-09

DEPARTMENT
Business Administration and Social Sciences / Industrial Marketing

SUMMARY
There are lots of definitions of the word quality. One of them, “A product or service’s quality is the ability to satisfy the customers needs and expectations”, is how the customers in the building business seem to define it. Theories regarding quality criteria exists in plural. This case study shows that the building sector’s customer criteria for high quality on services are: competence, confidence, commitment, thrustworthiness/ honesty, experience, flexibility, safety/security and communication. Criteria, such as price and “the visible” environment/physical occurrences) are less important in the building sector. High quality results in more satisfied customers, whom are important to keep and take care of. An active care of the relations leads to lower price sensitivity, increased market shares. Old customers, where relations and confidence already has been built up, generates revenues that are important to keep. These are easier to serve and often contributes with good ideas on how the company can develop.

ISSN 1404-5508 / ISRN LTU-SHU-EX--00/050--SE / NR 2000:050