The Improvement of Service Quality in Prefabricated Steel Structure Construction Process

Abstract

The purpose of this study is to investigate customers’ perceptions of service quality and to present guidelines for improving services in prefabricated steel structure management. The researchers use qualitative research by in-depth interview as a data collection method. Twenty customers in Bangkok who had used the service in the construction of prefabricated steel structures were the key informants. The results showed that in developing the service quality of the steel building structure business, the management had to improve the entire process in three stages, which are as follows: 1) the pre-service stage consists of providing tender document and contract and design ability for prefabricated steel structures; 2) the in-service stage consists of contract and design modifications, time management, resources management, ability to monitor the construction process, team management, and safety management ; 3) the post-service stage consists of success in service activities and success in financial and monitoring management. This three-step process improvement increased customer satisfaction in the present and would persuade potential customers to choose to use the services.