Research on the Optimization of Total Quality Management of Housing Construction Projects Based on SERVQUAL Model - A case study of A university
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Abstract
This paper first pointed out that the goal of TQM is to increase customer satisfaction. Then, this paper used the five dimensions of the SERVQUAL model to collect keywords and design a questionnaire to demonstrate how this questionnaire reflects customers' general satisfaction. This paper also added the variables of the Owners Committee’s participation in TQM and studied its direct and indirect correlation with general satisfaction. Finally, this paper proposed to improve the quality guarantee of housing constructions and make Owners Committee participate in TQM to increase customer satisfaction and optimize quality management.
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