3 CUSTOMER SATISFACTION TOWARDS QUALITY ... - eprints@UTM
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CUSTOMER SATISFACTION TOWARDS QUALITY OF WORKMANSHIP IN LOW COST HOUSINGS IN KLANG VALLEY
FAIZAH BINTI ABU BAKAR
A project report submitted in partial fulfillment of the requirements for the award of the degree of Master of Science (Construction Management)
Faculty of Civil Engineering Universiti Teknologi Malaysia
JUNE, 2008
5
To my beloved father, mother, siblings and friends
6
ACKNOWLEDGEMENT
First and foremost, grateful thanks to Allah S.W.T for guiding and helping me through out the completion of this dissertation. I also would like to extend my deepest gratitude to my supervisor, Assoc Prof. Dr. Aminah bt. Md. Yusof for her kind assistance and advice throughout this master project. Not to be forgotten are other lecturers in Construction Management who also helped a lot during the completion of this dissertation. I am also thankful to all the respondents of this study, especially for the dwellers of followings; Kuarters DBKL Pantai Permai, Apartmen Cempaka, Bandar Sri Damansara, PPR Seri Kota Cheras, PPR Desa Tun Razak, PPR Taman Mulia Bandar Tasik Selatan and Teratak Muhibbah, Shah Alam for their best commitments and helps in my survey. Your kind and generous help will always be in my mind. Last but not least is my appreciation and gratitude to my beloved father and mother, Assoc. Prof. Dr. Abu Bakar Mahat and Mrs. Fauziah Mohd. Zin and also to my siblings for their everlasting love, encouragement and support during my study. I also would like to thank my entire friends especially those in MAM 2007/2008 for their helps and greatest friendship during the study.
7
ABSTRACT
Customer satisfaction is a very popular concept in many industries nowadays including housing industry. In order to enhance quality in the housing industry, the government has introduced CIS 2 as the minimum standardisation requirement for low cost housing. The objective of the survey is to determine customer satisfaction towards the quality of material and workmanship in low cost houses in the Klang Valley. The data was collected by three methods which are by literature review, questionnaire survey and observations on the low cost units. The respondents for the surveys covered fifty (50) low cost housing dwellers in six (6) low cost housings in the Klang Valley area. Statistical Package for Social Sciences Software (SPSS) was used for data analysis based on frequency and average index analysis. The analysis shows the result that the provisions under CIS 2 were fully implemented in the six (6) low cost housings surveyed. However, there are common workmanship defects experienced by the low cost housing dwellers mostly related to the building construction. Despite these defects, the customers or the users of low cost housing in the Klang Valley were generally satisfied with the quality of material and workmanship compared to other unsatisfactory factors covered under CIS 2 such as design and facilities.
8
ABSTRAK
Konsep kepuasan pengguna merupakan konsep yang semakin mendapat tempat di dalam pelbagai industri pada hari ini termasuklah industri perumahan. Sebagai usaha untuk meningkatkan kualiti perumahan negara, kerajaan telah memperkenalkan CIS 2 sebagai peruntukan seragam bagi perumahan kos rendah di negara ini. Objektif kajian ini adalah untuk mengenalpasti tahap kepuasan pengguna terhadap kualiti bahan dan kerja binaan bagi perumahan-perumahan kos rendah di Lembah Klang. Data-data yang diperlukan diperolehi melalui kajian literatur, boang soal selidik dan kaedah pemerhatian terhadap perumahan kos rendah terlibat. Responden kajian adalah meliputi lima puluh (50) penghuni bagi enam perumahan kos rendah di sekitar kawasan Lembah Klang. Statistical Package for Social Sciences Software (SPSS) digunakan untuk analisis frekuensi dan skala indeks. Analisis data menunjukkan bahawa peruntukan seragam CIS 2 telah dilaksanakan sepenuhnya terhadap enam perumahan kos rendah tersebut. Namun begitu, terdapat beberapa masalah berkenaan kerja binaan bagi perumahan kos rendah tersebut dengan majoriti masalah adalah berkaitan dengan pembinaan bangunan itu sendiri. Di sebalik masalah-masalah yang dihadapi, para penghuni perumahan kos rendah di Lembah Klang masih berpuas hati dengan kualiti bahan dan kerja binaan dan berpendapat bahawa ia adalah berpatutan dengan harga yang telah dibayar, berbanding dengan peruntukan lain di bawah CIS 2 seperti rekabentuk rumah dan kemudahan infrastruktur yang disediakan.
9
CONTENTS
CHAPTER
CHAPTER 1
TITLE
PAGE
DECLARATION
ii
DEDICATION
iii
ACKNOWLEDGEMENTS
iv
ABSTRACT
v
ABSTRAK
vi
TABLE OF CONTENTS
vii
LIST OF TABLES
xiii
LIST OF FIGURES
xv
LIST OF APPENDICES
xvi
INTRODUCTION
1
1.1
Background
1
1.2
Problem Statement
3
1.3
Aims and Objectives
4
1.4
Scope of Study
5
1.5
Brief Research Methodology
5
1.5.1
Preliminary Study
6
1.5.2
Literature Review
6
1.5.3
Data Collection
7
1.5.4 Data Analysis
7
1.5.5
7
Conclusion
10 CHAPTER 2
LOW COST HOUSING IN MALAYSIA
9
2.1
Introduction
9
2.2
Overview of Malaysia Housing Policy
9
2.2.1
Ninth Malaysia Plan (2006-2010)
10
2.2.1.1 Aim of the Ninth Malaysia Plan
10
2.2.1.2 Objective of the Ninth Malaysia
10
Plan 2.2.1.3 Policy thrusts of the Ninth
11
Malaysia Plan 2.2.2
Eighth Malaysia Plan (2001 - 2005)
12
2.2.2.1 Aim of the Eighth Malaysia Plan
12
2.2.2.2 Objective of the Eighth
12
Malaysia Plan 2.2.2.3 Policy thrusts of the Eighth
13
Malaysia Plan 2.3
2.4
Housing Price Categories in Malaysia
14
2.3.1 Low Cost
15
2.3.2 Low Medium Cost
15
2.3.3
15
Medium Cost and High Cost
Low Cost Housing Programmes
16
2.4.1
18
Low Cost Housing Revolving Fund (LCHRF)
2.4.2
Public Low Cost Housing Programme
18
(PLHP) 2.4.3
Syarikat Perumahan Negara Malaysia
18
Berhad (SPNB) 2.4.4
Program Perumahan Rakyat Bersepadu
19
(PPRB) 2.5
Housing in Klang Valley
19
2.5.1
Housing Stock
21
2.5.2
Household Income and House Affordability 23
11 2.6
Low Cost Housing in Klang Valley
24
2.6.1
25
Issues of Low Cost Housing in Klang Valley
2.7
CHAPTER 3
Conclusion
27
CUSTOMER SATISFACTION AND QUALITY
28
3.1
Introduction
28
3.2
Customer Satisfaction and Quality Concept
28
3.3
Customer Satisfaction
30
3.3.1
Definition of Customer Satisfaction
30
3.3.2
Importance of Determining Customer
31
Satisfaction 3.4
3.5
Customer Satisfaction Theories
32
3.4.1
The Expectancy-Disconfirmation Theory
33
3.4.2
Berry Brodeur’s Domains of Satisfaction
34
Concept of Quality
38
3.5.1
Quality of Goods or Products
38
3.5.2
Quality of Services
39
3.6
Quality in Housing
40
3.7
Quality Standardisations of Housing in Malaysia
42
3.7.1
42
Standardisation using Malaysian Standard (MS1064)
3.7.2
Standardisation through Construction
43
Industry Standards (CIS 1 and CIS 2) 3.8
Factors influencing Quality of Low Cost House
46
3.8.1 Structural soundness
46
3.8.2
Building materials
46
3.8.3
Workmanship
46
3.8.4
Environmental conditions
47
12
3.9
3.8.5
Home security and safety during emergency 47
3.8.6
Size of flat
47
3.8.7
Basic amenities
47
3.8.8
Maintenance work
48
3.8.9 Layout of flat
48
3.8.10 Internal condition
48
3.8.11 Location of flat
49
3.8.12 Appearance/Outlook design of flat
49
Quality of Building Materials and Workmanship
50
3.9.1
50
Requirements of quality in building materials and workmanship in CIS 2
3.10
CHAPTER 4
Conclusion
51
DATA COLLECTION AND ANALYSIS
55
4.1
Introduction
55
4.2
Questionnaire Sample Distribution
55
4.3
Questionnaire Design
56
4.3.1
Part A
56
4.3.2
Part B
56
4.3.3
Part C
56
4.3.4
Part D
62
4.4
4.5
4.6
Checklist of CIS 2 Implementation
62
4.4.1
Minimum Planning Requirements
62
4.4.2
Minimum Design Requirements
63
Data Analysis Methods
63
4.5.1
Frequency Analysis
64
4.5.2
Index Scale Analysis
64
Data Analysis
65
4.6.1 Respondents Background
66
13
4.6.2
4.6.1.1 Respondents Status
66
4.6.1.2 Types of Residential
67
4.6.1.3 Duration of Tenancy/Stay
68
4.6.1.4 Age of Respondents
69
Common Defective Workmanships in
70
Low Cost Houses in Klang Valley 4.6.2.1 ‘Very Often’ Defective
75
Workmanships 4.6.2.2 ‘Often’ Defective Workmanships
75
4.6.2.3 ‘Sometimes’ Defective
75
Workmanships
4.6.3
4.6.2.4 ‘Rarely’ Defective Workmanships
76
4.6.2.5 ‘Never’ Defective Workmanships
77
Value for Money and the Need to
80
Increase Quality of Material and Workmanship 4.6.4
Compliance of quality standardisation in
82
low cost housing 4.6.5 Respondents satisfaction level on other
86
provisions under Construction Industry Standard (CIS) 2
4.6.6
4.6.5.1 Non Satisfying Aspects
90
4.6.5.2 Less Satisfying Aspects
90
4.6.5.3 ‘Neutral’ Aspects
91
4.6.5.4 Satisfying Aspects
91
4.6.5.5 Highly Satisfying Aspects
91
Comments/Opinions/Suggestions of
94
Respondents 4.7
Conclusion
94
14 CHAPTER 5
CONCLUSION
96
5.1
Introduction
96
5.2
Findings
97
5.2.1
Objective 1: To study customer satisfaction 97 concepts and its relation to construction industry
5.2.2
Objective 2: To identify common defective 98 workmanships in low cost housing in Klang Valley
5.2.3
Objective 3: To analyse the compliance
99
of quality standardisation in the development of low cost housings in Klang Valley 5.3
Conclusion
100
5.4
Recommendations
101
5.4.1 Recommendations based on findings
101
5.4.2
101
Recommendations for Future Study
REFERENCES
102
APPENDICES
107
15
LIST OF TABLES
TABLE NO
TITLE
PAGE
2.1
Housing Price Categories and Target Groups in Malaysia
14
2.2
Public and Private Sector Housing Targets, 2006-2010
17
2.3
Housing Projects under SPNB
19
2.4
Housing Stock in Kuala Lumpur, 2000
22
2.5
Household income and House Affordability in Kuala Lumpur
23
2.6
Completed Low Cost Housing according to State, 1996-2000
24
3.1
Quality Dimensions of Goods/Products
38
3.2
Quality Dimensions of Services
39
3.3
Factors influencing Customer Satisfaction of Low Cost
46
Housing Quality 3.4
Minimum Floor Finishes for Low Cost Flats
52
3.5
Minimum Wall Finishes for Low Cost Flats
52
3.6
Minimum Fittings for Low Cost Flats
53
4.1
Likert Scales for Part B
58
4.2
Types of defects in workmanship categorized by trades of work
59
4.3
Likert Scales for Part B
60
4.4
Likert Scales for Question 11
61
4.5
Likert Scales for Question 12
61
4.6
Mean Index and Standard Deviation for Common Defective
70
Workmanship 4.7
Index Scales for Frequency of Defects
73
4.8
Types of defects with Mean Index and Category
77
16 4.9
Types of works with Mean Index and Category
79
4.10
Index Scales for Question 11
82
4.11
Index Scales for Question 12
82
4.12
Mean Scores for Question 11 and 12
82
4.13
Implementation level of CIS 2 minimum planning requirements
84
4.14
Implementation level of CIS 2 minimum design requirements
85
4.15
Mean Index and Standard Deviation for Satisfaction to other
86
elements in CIS 2 4.16
Index Scales for Degree of Satisfaction
88
4.17
Categories and Number with Percentage
92
4.18
Index Scales for Degree of Satisfaction
93
4.19
Elements of aspects with Mean Index and Category
93
4.20
Comments/Opinions/Suggestions by respondents
94
17
LIST OF FIGURES
FIGURE NO
TITLE
PAGE
1.1
Methodology of the Research
8
2.1
Map of Klang Valley
21
3.1
The customer satisfaction theory
33
3.2
The determination process of delight, satisfaction and
34
dissatisfaction 3.3
Quality in Construction
41
4.1
Average Scale Deviation Calculation
64
4.2
Respondent’s status
66
4.3
Types of residential
67
4.4
Duration of Tenancy/Stay
68
4.5
Age of respondents
69
4.6
Common defective workmanships in low cost houses in
74
Klang Valley 4.7
Common defective workmanships in low cost houses in
79
Klang Valley 4.8
Respondents satisfaction level on other provisions under CIS 2
89
18
LIST OF APPENDICES
APPENDIX NO.
TITLE
PAGE
A
Questionnaire Form
107
B
Checklist of CIS 2 Implementation
110
C
SPSS Data Analysis
111
19
CHAPTER 1
INTRODUCTION
1.6
Background
Construction industry is one of economic sectors which plays an important role in the economic development of the country. The Gross Domestic Product (GDP) in 2001 shows that the construction industry covers 3.4% of the overall GDP. However, the importance of the construction sector should not be determined by its size, but to its role in the economic development which produces all facilities needed by other producers and ultimate consumers (Fadhlin Abdullah, 2004). This is due to the fact that the construction sector covers various types of construction such as civil engineering, special trade construction, non-residential, and also residential.
The residential housing construction is the second highest type of construction after civil engineering (Department of Statistics, Malaysia) as housing provision has been a crucial issue in developing countries including Malaysia. Under the Ninth Malaysia Plan (2000-2010), it is stated that the fourth thrust of the National Mission is to improve the standard and the sustainability of the quality of life.
20 To achieve this objective, the Government continues to provide basic needs such as water, energy, housing and transportation to the citizens. This effort continued the Eighth Plan objective of increasing accessibility to adequate, affordable and quality houses for all income groups where the priority was given to the development of low and low medium cost houses. The number of houses built in the Eighth Malaysia Plan had exceeded the set targets and for the Ninth Malaysia Plan, the Government plan to build approximately 43,800 units of low cost houses through Program Perumahan Rakyat.
In addition to low cost housing, the development of low cost had also been undertaken. The success of these low medium cost housing developments had significantly helped to overcome housing problems such as illegal housing or squatters. For an example, 5,000 people from 100 families and 200 illegal backyard factory operators from the squatters in Salak South, Kuala Lumpur had been relocated to other low cost and low medium cost housing estates in and around the Klang Valley (Property Times, 26 June 2006).
This showed the success of low cost housing as a way to provide Malaysian, particularly the low income categories, accessibility to adequate and affordable housing. Thus the effort to house the low and middle income group with these low cost housing programmes should be undertaken without compromising the quality of the dwellers to ensure that all income groups will have equal rights for quality houses.
21 1.7
Problem Statement
The construction industry has always been under criticisms for its defective works and poor quality. This is related to some causes such as unskilled construction workers, inexperienced site supervisors, sub-standard materials, disorganized and labour intensive construction works, rushed construction job and huge demand for the properties (Elias, 2003).
Quality disputes in construction have been commonly studied by researchers such as Woods (1998), Elias (2003) and Holm (2004). All the researches had shown that quality in construction is very essential nowadays as the owner’s concern on the goods delivered to them increased. They are also more particular about the quality of the properties they bought (Hamzah, 2003). In other words, the consumers or customers nowadays seem to be more demanding on what they are paying for.
As the concern on quality increased, the Malaysian government has identified and focused on the aspect of standardisation as part of its effort to enhance quality in construction especially for the housing industry. Two main standardisations that have been used for housing industry are Malaysian Standard (MS) and Construction Industry Standards (CIS). These standardisations outline the minimum requirements of achieving the required quality in housing.
The major concern is, are these two standardisations have achieved the objective to enhance quality in housing construction? Have these standardisations been applied to the construction of low cost housing? If so, how these could contribute to the dwellers satisfaction? Are they satisfied with the quality standard of low cost housing which should be covered under these standardisations?
22 It had been highlighted in the Kuala Lumpur Structure Plan 2020 that the main problem related to low cost housing are poor quality of workmanship and materials in low cost housing development. This has resulted high maintenance cost for this type of housing. A research by Low and Goh (2001) showed that poor workmanship is the major factor that influences quality in construction.
Hence, the study should be carried out to analyze the satisfaction level of low cost housing dwellers or the customers on the quality of material and workmanship. It is important to note that even though the lower cost may cause the use of cheaper materials, the customers still have the rights to good workmanship and material which is of the same value with the price of their house and complies the minimum quality standardisations outlined by the government.
1.8
Aims and Objectives
The aim of this research is to identify customers’ satisfaction level on quality of material and workmanship of low cost housing in Klang Valley. This aim will be supported by the following objectives: a)
To study customer satisfaction concept and its relation to construction industry
b)
To identify common defective workmanships in low cost housing in Klang Valley
c)
To analyse the compliance of quality standardisation in the development of low cost housings in Klang Valley
23 1.9
Scope of Study
A research by Hamzah, Kwan and Woods (1998) had identified customers demand on the quality of low cost houses in Malaysia and developed a typical Quality Chart for a low cost flat based on this customer’s expectation. This chart comprises of twelve related factors influencing the quality of low cost housings as viewed by customers which also includes workmanships.
The low qualities of building materials and workmanships have also been identified as the main problems for low cost housing in the Kuala Lumpur Structure Plan 2020. These problems have also resulted high maintenance for this type of houses. This research will look further on the workmanship factor by focusing on low cost housings in Klang Valley. The respondents of the research will cover the low cost housing dwellers in Klang Valley. The respondents will be asked to give their satisfaction level on the quality of materials and workmanship of their house.
1.10
Brief Research Methodology
The research was conducted by following some major processes such as shown in Figure 1.1. The major processes include:
24 a)
Stage 1: Preliminary Study
b)
Stage 2: Literature review
c)
Stage 3: Data collection process
d)
Stage 4: Data analysis
e)
Stage 5: Conclusion
1.5.1 Preliminary Study
This stage includes identifying problems and also determining topic and area of the research. This was done by referring articles and journals and also by observations on the current issues on construction. The main problem, aims and objectives were identified before literature review was carried out.
1.5.2 Literature Review
As the topic of the research determined, literature review was carried out to further explore the related topics. Important terms and keywords such as low cost housing, quality, and customer satisfaction were defined for better understanding before the data collection process began.
25 1.5.3
Data Collection
The data collection process involved two types of data; primary and secondary data. The primary data was collected by questionnaires which aim at identifying the customer satisfaction level on quality and workmanship in low cost houses construction. The survey on selected units to observe the quality of low cost house unit as compared to the requirements in standardisations in CIS 2 had also been carried out. The secondary data was gathered from reports, articles, journals conference papers and books.
1.5.4 Data Analysis
All of the data collected was scheduled and analysed. The Statistical Package for the Social Sciences (SPSS) software was used to analyse the data. Two methods used are frequency analysis and average index analysis. The output was presented in the form of charts and schedules.
1.5.5
Conclusion
This stage includes the summary and conclusion for all the data analysed. The final stage involved assimilation of the findings. The findings were concluded and some recommendations were made for future study.
26
National Housing Policy
IDENTIFY PROBLEM
Low Cost Housing
DETERMINE RESEARCH AREA
Journals
DETERMINE RESEARCH TOPIC
Low quality in low cost housing Customer Satisfaction Quality & Workmanship
Low Cost Housing
Reports
Conference Papers
LITERATURE REVIEW
Quality Standardisation s
Books
Primary Data
Customer Satisfaction
DATA COLLECTION
Questionnaires
Secondary Data Literature Study
Survey Unit (based on CIS) Frequency Analysis SPSS
DATA ANALYSIS Index Scale Analysis
CONCLUSION
Figure 1.1: Methodology of the Research
27
CHAPTER 2
LOW COST HOUSING IN MALAYSIA
2.1
Introduction
The study attempts to study quality of workmanship in low cost housing in Klang Valley. Thus, to get an insight of the issue, this chapter discusses low cost housing in Malaysia which is relevant to the study. The discussion covers the overview of national housing policy, housing price categories, low cost housing program, and finally an overview of low cost housing in Klang Valley.
2.2
An Overview of National Housing Policy
Housing is a basic social need that is necessary for decent living, providing security and shelter for the family. The government has given priority on development programs, which aimed at improving the quality of life. This includes providing adequate housing especially for the low income groups. Low cost houses have been provided by public sectors to fulfil its social obligation. Nonetheless, effort has been
28 made to get the private sector to participate in the provision of low cost housing. The privates are normally interested in the development of medium cost houses and high cost houses.
The national housing policy is emphasised through housing programs and strategies outlined in the national development plan such as included in the Eighth Malaysia Plan (2001-2005) and the latest Ninth Malaysia Plan (2006-2010).
2.2.1
Ninth Malaysia Plan (2006-2010)
2.2.1.1 Aim of the Ninth Malaysia Plan
The aim of the housing development programs in the Ninth Plan is to ensure that Malaysians of all income levels will have access to adequate, quality and affordable homes, particularly the low income group.
2.2.1.2 Objectives of the Ninth Malaysia Plan
The aim of the Ninth Malaysia Plan is supported by several objectives: a)
Encouraging the private sector to build more low and low medium cost houses in their mixed-development projects
29 b)
Concentrating the public sector to building low-cost houses as well as houses for public sector employees, the disadvantaged and the poor in urban and rural areas
c)
Enhancing the quality of life of the urban population
d)
Provision of more systematic and well organised urban services programs will emphasise
on
sustainable
development,
promoting
greater
community
participation and social integration of the population
2.2.1.3 Policy thrusts of the Ninth Malaysia Plan
Policy thrusts for housing and other social services in the Ninth Malaysia Plan are as follows: a)
providing adequate, affordable and quality houses, particularly to meet the needs of the low-income group, with greater emphasis on appropriate locations and conducive living environment
b)
reviewing laws and regulations to ensure proper development of the housing sector
c)
encouraging private sector participation in the construction of low and lowmedium-cost houses
d)
improving the efficiency and capability of local authorities
e)
ensuring provision of quality urban services
f)
encouraging greater community participation in urban development
30 The housing policies under Ninth Malaysia Plan support the previous policies under Eight Malaysia Plan as below:
2.2.2
Eighth Malaysia Plan (2001 - 2005)
2.2.2.1 Aim of the Eighth Malaysia Plan
The aim of the housing development programmes in the Eighth Plan period is to improve the quality of life and contributing towards the formation of a caring society.
2.2.2.2 Objective of the Eighth Malaysia Plan
The aim of the Eighth Malaysia Plan is supported by several objectives:
a)
Increase accessibility to adequate, affordable and quality houses for all income groups
b)
Priority to development of low and low medium-cost houses
c)
Both the public and the private sectors to intensify their efforts in the implementation of the housing programmes to meet increasing demand
d)
Provision of other social services to be continued and expanded with a view towards improving the quality of life, inculcating positive values and encouraging self-reliance
31 2.2.2.3 Policy thrusts of the Eighth Malaysia Plan
The policy thrusts are as follows: a)
Providing adequate, affordable and quality houses for all income groups with emphasis on the development of low and low medium cost houses
b)
Improving the delivery and quality as well as expanding the coverage of urban services
c)
Fostering harmonious living among the various communities as well as building strong and resilient families towards creating a caring society
d)
Enhancing the aesthetic aspects of life through greater participation in sports and recreation as well as the arts and cultural activities
In conclusion, the national housing policy aims at increasing the quality of life of the citizens without compromising the income level to ensure that all citizens have equal rights for quality housing. To achieve this, a number of housing price categories were introduced by the government according to different target groups as discussed in the next section.
32 2.3
Housing Price Categories in Malaysia
The housing price categories in Malaysia based on the Ministry of Housing and Local Government definition can be divided into four categories as listed in Table 2.1. The price structure remained until government announced a new revised price for low cost housing in 1998. These price categories are divided according to the house price per unit and target groups or income per month.
Table 2.1: Housing Price Categories and Target Groups in Malaysia
Category
House Price Per Unit
Target Groups/ Income per month
Before June 1998 Low Cost Low Medium Cost Medium Cost High Cost
Below RM 25,000 RM 25,001 – RM 60,000 RM60,001 – RM 100,00 More than RM 100,001
Below RM 750 RM 750 – RM 1,500 RM 1,501 – RM 2,500 More than RM 2,501
Below RM 42,000
Below RM 1,500 (Depend on House Type) RM 1,501 – RM 2,500 Not Stated Not Stated
After June 1998 Low Cost Low Medium Cost Medium Cost High Cost
RM 42,001 – RM 60,000 RM60,001 – RM 100,00 More than RM 100,001
(Source: Ministry of Housing and Local Government Malaysia)
33 2.3.1
Low Cost
Low cost houses are targeted for lower income group with income of below RM 1,500 per month as shown in Table 2.2. The overall performance of low cost houses built in Eighth Plan was encouraging with 200,513 units completed or 86.4 percent of the Plan target. Of this total, 51.5 percent was constructed by the public sector including state economic development corporations (SEDCs).
To ensure an adequate supply of low cost houses for the low income group, any mixed development projects undertaken by private developers continued to be guided by the 30 percent low cost housing policy requirement in any development.
2.3.2
Low Medium Cost
Low medium cost houses cover income group with income of RM 1,501 until RM 2,500 per month. A total of 63.9 percent of low medium cost houses were completed during Eighth Plan period. Of this total, the private sector constructed 61,084 units or 72.8 percent. The SPNB constructed a total of 3,898 houses under the Program Perumahan Mampu Milik.
2.3.3
Medium Cost and High Cost
The target group for medium cost and high cost houses is not stated as it covers various income groups. The increasing demand for houses in this category seems to be increased. This is shown by a total number of medium and high cost houses constructed
34 by the private sector during the Eighth Plan period which far exceeding the target.
The public sector constructed 30,098 medium cost houses and 22,510 high cost houses, which met 64.4 percent and 112.6 percent of the Eigth Plan target respectively. These houses were mainly built by corporations such as SEDCs and SPNB for sale to the general public as well as by government agencies for quarters.
Amongst the four categories of housing categories, low cost housing is the most significant category which gives influence to the social development. Next section discusses low cost housing programmes introduced by the government to ensure affordability of the low income groups to quality houses.
2.4
Low cost Housing Programmes
Several measures were undertaken by the government to accelerate the implementation of housing programmes, particularly low cost housing. This is to meet target of completing low cost housing which is 9.5 percent of total housing targets, or 35 percent of public sector targets, as shown in Table 2.2. This target helps to ensure adequate and affordable low cost housing especially in Klang Valley which is the most developed area in Malaysia.
35 Table 2.2: Public and Private Sector Housing Targets, 2006-2010
Housing for the Poor
Programme
Public Sector 1) Low Cost Housing 2) Housing for the hardcore poor (PPRT) 3) Housing by Commercial Agencies 4) Housing by Land Schemes 5) Institutional Quarters Staff Accommodation Private Sector 1) Private Developers 2) Cooperative Societies Total %
Number of Units Low Low Medium Medium Cost Cost Cost
20,000 -
85,000 67,000
20,000
-
37,005 -
High Cost
Number % of of Units Total
28,700 -
197,805 67,000
27.9 9.5
-
20,000
2.8
57,405
8.1
-
5,000
0.7
24,000
48,400
6.8
183,600 199,095 178,000 194,495
511,595 492,595
72.1 69.4
4,600
19,000
2.7
27,100 -
-
13,500
31,005
-
4,500
500
-
-
5,500
-
80,400 77,700
48,500 42,400
-
2,700
6,100
20,000 165,400 2.8 23.3
85,505 12.1
Total
8,200
18,900
5,600
4,700
210,700 227,795 29.7 32.1
709,400 100.0 100.0
(Source: Ministry of Housing and Local Government Malaysia)
The programmes include the extension of the Low-Cost Housing Revolving Fund (LCHRF) and the establishment of Syarikat Perumahan Negara Malaysia Berhad (SPNB) in 1997 and the introduction of a new pricing scheme as shown in Table 2.1.
36 2.4.1 Low Cost Housing Revolving Fund (LCHRF)
This programme was set up to manage the accounts administered by the Kumpulan Wang Amanah Pinjaman Perumahan to the low income groups. The objective of this programme is to award finance to those who do not have a source of loan to purchase or to build a low cost house to improve their standard of living. The maximum loan is RM20,000 and the targeted income is less than RM1,200 a month.
2.4.2
Public Low Cost Housing Programme (PLHP)
Under the Public Low-cost Housing Programme (PLHP) for the low income group, a total of 27,006 low-cost houses were constructed involving 70 projects during the plan period. These projects were implemented by state governments through loans provided by the Federal Government and mainly concentrated in small towns and suburban areas. These houses were sold to eligible buyers registered under the computerised open registration system administered by the respective state governments.
2.4.3 Syarikat Perumahan Negara Malaysia Berhad (SPNB)
Since its establishment, SPNB approved RM732.8 million in bridging loans for the construction of 50,725 units of houses, ranging from low-cost to medium cost houses. Under the four-tier pricing scheme introduced in June 1998, the price of lowcost houses ranged from RM25,000 to RM42,000 depending on the location and type of houses. This was implemented as an incentive to housing developers to participate more actively in providing low-cost houses for the public.
37 By Affordable Housing Scheme or Skim Rumah Mampu Milik (RMM) developed by SPNB, the houses built should satisfy the requirements of minimum three bedrooms and two bathrooms to achieve the concept of family-friendly for housing. The types of houses build by SPNB are as follows:
Table 2.3: Housing Projects under SPNB
Types of Houses
Area*
Price ** (Peninsular of Malaysia)
Price ** (Sabah & Sarawak)
Low Cost Houses
700ft2
From RM25,000
From RM50,00
Low Medium Cost Houses
750ft2
From RM50,000
From RM60,00
800ft2 and above
From RM70,00
From RM100,00
Medium Cost
* Subject to changes ** Subject to terms and conditions (Source: SPNB Website, 2008)
All houses under SPNB are opened to all income groups except low cost houses. SPNB laid some requirements to be met by buyers seeking for the low cost houses. The conditions are:
a)
Applicants must be Malaysia citizens
b)
The age of applicants is between 21 to 50 years old
c)
Not owning any houses or land in any places in Malaysia
38 2.4.4 Program Perumahan Rakyat Bersepadu (PPRB)
A special low cost housing programme, Program Perumahan Rakyat Bersepadu (PPRB) was also launched by the government in December 1998, with the objective of resettling squatters in urban areas particularly in the Federal Territory of Kuala Lumpur and other major towns. Under this programme, 37,241 low-cost houses were completed and rented out to those eligible. Out of this total, 24,654 units were built in Kuala Lumpur while 12,587 units in other major towns throughout the country.
Most of these low cost housing programmes were implemented in the Klang Valley area, which is the most developed city in Malaysia. Therefore, in the next section an overview of housings in Klang Valley with focus on its low cost housings is further discussed.
2.5
Housing in Klang Valley
Klang Valley comprises Kuala Lumpur and its sub urbans, and also adjoining cities and towns in the state of Selangor. It is geographically delineated by Titiwangsa Mountains to the north and east and the Strait of Malacca to the west. It has a total population of over 4 million as of 2004, and is the heartland of Malaysia's industry and commerce. The population in the Klang Valley has expanded to 5.2 million, and in 2006, the population in this area was 6.5 million.
39
Figure 2.1: Map of Klang Valley
Klang Valley comprises of the following areas and their corresponding local authorities:
a)
Federal Territory of Kuala Lumpur
b)
Federal Territory of Putrajaya
c)
District of Petaling -
Shah Alam
-
Petaling Jaya
-
Subang Jaya
d)
District of Klang
e)
District of Gombak
f)
District of Hulu Langat
g)
District of Sepang
40 2.5.1 Housing Stock
Based on Kuala Lumpur Structure Plan 2020, there is mismatch between the affordability and houses available in the market as in the year 2000. For example, in the year 2000 there are 328,205 units of house as compared to total household number of 348,800.
The housing stock in Kuala Lumpur in 2000 as stated in Kuala Lumpur Structure Plan 2020 is shown in Table 2.4. This shows that for low cost housing the number has nearly achieved the target of 30 percent of the overall housing stock in Kuala Lumpur.
Table 2.4: Housing Stock in Kuala Lumpur, 2000
Price Category Low Cost Low Medium Cost Medium Cost High Cost Temporary House Others Total
Unit
%
111,906 14,993 61,345 184,725 40,350 15,489
26.1 3.4 14.3 43.1 9.4 3.6
428,808
100
(Source: City Hall Kuala Lumpur)
41 2.5.2
Household Income and House Affordability
The household income and house affordability in the year 2000 based on Kuala Lumpur Structure Plan 2020 is shown in Table 2.5.
Table 2.5: Household income and House Affordability in Kuala Lumpur
%
Affordability for house (RM)
House Category
Less than 499 500-999 1000-1499 1500-1999
0.7 7.4 11.8 12.8
Below RM42,000
Low Cost
Total
32.7
2000 – 2499 2500 – 2999
11.0 9.5
RM42,001 – RM85,000
Low Medium Cost
Total
20.5
3000 – 3499 3500 – 3999
8.3 6.0
RM85,001 – RM150,000
Medium Cost
Total
20.5 More than RM150,000
High Cost
Income Category
4000 – 4999 More than 5000 Total
26.3 (Source: City Hall Kuala Lumpur)
The table clearly shows that majority of the citizens are grouped under low income category with the income of less than RM 2,000 per month, and affordability of below RM 42,000 for houses. This has led to high demand for low cost houses in Kuala Lumpur, compared to other housing categories. High cost housing forms the second highest category with 26.3 percent of them.
42 2.6
Low Cost Housing in Klang Valley
Construction of low cost houses in Kuala Lumpur is the second highest in the year 2000 with 18.2 percent, after Pulau Pinang with 47.7 percent and followed by Selangor with 10.8 percent. This forms about 29 percent of low cost housing in Klang Valley.
Table 2.6: Completed Low Cost Housing according to State, 1996-2000
State Kuala Lumpur Johor Kedah Kelantan Melaka Negeri Sembilan Pahang Perak Perlis Pulau Pinang Selangor Terengganu Sabah Sarawak
2000 Units 2,866 652 1,072 1,083 7,502 1,696 252 614 15,737
% 18.2 0.0 4.1 6.8 0.0 6.9 0.0 0.0 0.0 47.7 10.8 0.0 1.6 3.9 100.0
(Source: Ministry of Housing and Local Government Malaysia)
43 2.6.1
Issues of Low Cost Housing in Klang Valley
Despite the fact that low cost housing is the most significant category of housing in Klang Valley, there are common issues on low cost housing in Klang Valley based on Kuala Lumpur Structure Plan 2020:
a)
Low space standards
Space standards for low cost housing are still low as compared to other developed or developing countries. Even though the space standards had been revised from a minimum of 60 square metres to 65 square metres per unit in the year 1998, the standards are still considered very low. Therefore, the space standards should be revised to make sure that the space standard is convenience to the residents.
b)
Under provision of community facilities
The standards for the provision of facilities and utilities in low cost housing such as children’s playgrounds, reading rooms, community facilities and open space are still inadequate. Several guidelines had been introduced such as CIS 1 and CIS 2 by CIDB. Nonetheless, these community facilities were still considered under provision and unable to meet the needs of the residents.
44 c)
Shortage of car parking spaces in low cost housing areas
Car parking provision for low cost housing is apparently inadequate. This has led to other related problems such as illegal roadside parking, traffic obstruction and the like. The provisions such as one unit parking for each four units of houses provided under CIS shall be revised.
d)
High maintenance costs for public housing
Maintenance procedures for public housing are reactive rather than preventive. It leads to wastage of resources and consequently higher maintenance costs. This problem worsens as costs escalate when the buildings get older.
e)
Poor quality of construction and materials in low cost housing development
A major contributor to high maintenance costs in public housing is the use of cheap and low quality materials and poor construction. This issue is closely related to the scope of this research.
45 2.7
Conclusion
The national housing policy aims for increase on quality of life for all income groups of the citizens. The latest national plan, Ninth Malaysia Plan (2006-2010) ensures that Malaysians of all income levels will have access to adequate, quality and affordable homes, particularly the low income group. Four main categories of housing are identified which are low cost, low medium cost, medium cost and high cost housing.
A number of programmes were undertaken by the Government to accelerate the implementation of housing programmes, such as Low Cost Housing Revolving Fund (LCHRF), Public Low Cost Housing Programme (PLHP), and Program Perumahan Rakyat Bersepadu (PPRB). Klang Valley as the most developed area in Malaysia is the most involved area in these low cost housing development programmes.
Several issues were also recognized related to low cost housing based on Kuala Lumpur Structure Plan 2020 which includes low space standards, under provision of community facilities, shortage of car parking spaces, high maintenance costs and poor quality of construction and materials in low cost housing development. The last issue which is the quality of workmanship and materials in low cost housing is the main focus of this study.
46
CHAPTER 3
CUSTOMER SATISFACTION AND QUALITY
3.1
Introduction
Chapter Two had discussed low cost housing in Malaysia as the type of housing with focus on low income groups. This chapter discusses the concept of customer satisfaction and quality and the discussion covers the definition, the theories and importance of customer satisfaction, the concept of quality, quality aspects in housing and quality standardisations for housing in Malaysia with focus on low cost housing.
3.2
Customer Satisfaction and Quality Concept
The concept of customer satisfaction and quality are very important in any business nowadays. This concept has been popular since 1980s, where the American Marketing Association & Society for Quality Control (ASQC) had organized an annual conference on customer satisfaction and its measures which introduced ACSI (American Customer Satisfaction Index) as a way to measure the satisfaction level of customers
47 (Woodruff and Gardial, 1996).
In 1990s, there are tremendous changes in consumer behaviour who are more price sensitive and demand more services and quality without paying more (Bly, 1993). More organisations are then focusing on customer satisfaction to succeed in their business. In order to ensure satisfaction of the customers, it is important to design products to satisfy customers through the quality of design (Talha, 2004). This then shows the strong relationship of customer satisfaction and quality. In other words, customer satisfaction is a necessary ingredient in providing quality products and services and also the key to quality (Lowenstein, 1995).
Customer satisfaction and quality have been prioritized in many businesses nowadays, including in construction industry. As an example, the government has identified and focused on the aspect of standardisation as part of its effort to enhance quality in the housing industry such as Malaysia Standard (MS) and Construction Industry Standard (CIS) to enhance quality in the housing industry especially for low cost houses.
For next section, customer satisfaction concept is further discussed, which includes the definition and importance of this concept.
48 3.3
Customer Satisfaction
Customer satisfaction is when the consumers make a positive evaluation or satisfied with their decision (Hoyer and MacInnis, 2007) or post-purchase or post choice evaluation that results from a comparison between these pre-purchase expectations and actual performance (Campbell and Finch, 2004). Taylor (2007) stated that satisfied customers are the excellent candidates for the purchase of additional products and services or any upgrades. A detail definition on the term customer satisfaction is discussed.
3.3.1
Definition of Customer Satisfaction
Customer satisfaction can be defined by looking at the term ‘customer’ and ‘satisfaction’. Customers can be divided into two, namely internal customers and external customers. Internal customers are the people working within the organisation that produces the product or service (Hamzah, Kwan, Woods, 1998) or individuals, departments or partners who need something or rely to serve external customer successfully (Taylor, 2007).
External customers are the ones who directly or indirectly pay for the products and services (Taylor, 2007) or the people who actually buy the products or services (Hamzah, Kwan, Woods, 1998). As the end users of the products and services, they have the final say as to whether a certain product has fulfilled their needs or requirements (Hamzah, Kwan, Woods, 1998).
49 Satisfaction is defined as customer’s positive or negative feeling about the value that was received of using a particular organizations offering (Woodruff and Gardial, 1996). In overall, customers’ satisfaction is a customer’s overall feeling of contentment with a customer interaction on difference between their expectations and perceptions of the performance of the products or services (Harris, 1996).
Customer satisfaction has been prioritized in many industries and businesses nowadays. Thus, determining customer satisfaction on the products or services provided is very important as discussed in following section.
3.3.2
Importance of Determining Customer Satisfaction
Meeting a customer’s needs is important in the definition of quality. In essence, the customer is the immediate recipient of any output including intermediate output produced (Teng, 1998). The CIRIA Company has listed some areas that may be improved by determining customer satisfaction:
a)
Better determination of customer uses and needs
b)
Identification of problems with customer services
c)
A sharper focus on areas for improvement
d)
Gaining insight for new products or service offerings
All these potential areas are also related to Satisfaction-Loyalty-Profit Chain theory which suggests that improving product and service attributes will lead to customer satisfaction and result to the increase of revenue or profit of the company (Anderson, 2000).
50 3.4
Customer Satisfaction Theories
Customer satisfaction is an abstract and ambiguous concept. The actual manifestation of the state of satisfaction will vary from person to person and product or service to other product or service. This state of satisfaction depends on a number of both psychological and physical variables (Wikipedia, 2008). Therefore, a number of customer satisfaction theories had been developed such as the Expectancy-Disconfirmation Theory (Cronin and Taylor, 1985), Gap Analysis Model (Parasuraman, 1988) and Ten Domains of Satisfaction by Berry Brodeur (1998). The Expectancy-Disconfirmation Theory and Ten Domains of Satisfaction by Berry Brodeur are discussed further.
3.4.1
The Expectancy-Disconfirmation Theory
The Expectancy-Disconfirmation Theory is the most dominant theory of customer satisfaction. It suggests that in order to determine the satisfaction level of customers, an evaluation process which involves the comparison of customers’ perception of product performance and standard of product performance expected is required as shown in Figure 3.1.
51 Perceived Performance
Perceived Disconfirmation
Satisfaction Feeling
Satisfaction Outcomes
Comparison Standard
Figure 3.1: The customer satisfaction theory (CST)
The comparison of perceived performance with the comparison standard results is called disconfirmation. This is the difference between what was expected and what was received by the customers. When the performance of the product or service deviates significantly from the standard of comparison or falls outside the zone of indifference, this will then lead to either positive or negative disconfirmations.
Positive disconfirmation happens when the performance is better than what the consumer expected, while negative disconfirmation happens when the product did not meet the comparison standard goal expected. The work by Bly (1993) defined this situation in three main levels; below expectation, satisfactorily and above and beyond. These three levels will determine customers post purchase evaluation whether it is delight, satisfaction or dissatisfaction as described in Figure 3.2.
52 (Before Purchase)
(Purchase Experience)
(Post Purchase Evaluation)
Expectations
Delight
of quality of performance
Performs much better than expected
Judgements of performance of the actual quality provided
Satisfaction Expectations & Judgements Leading to comparisons of expectancy confirmation/ disconfirmation
Performs a bit better than expected Dissatisfaction Performs worse than expected
Figure 3.2: The determination process of delight, satisfaction and dissatisfaction
3.4.2
Berry Brodeur’s Domains of Satisfaction
The work by Berry Brodeur defined ten factors that were contributed to customer satisfaction theory, or also known as the ‘Ten Quality Values’. These domains are quality, value, timeliness, efficiency, ease of access, environment, inter-departmental teamwork, front line service behaviours, commitment to the customer and innovation. Each is discussed below:
53 i)
Quality
Quality is the main factor that affects customer satisfaction. The American Society for Quality Control (ASQC) defines quality as the total features and characteristics of a product or service made or performed according to specifications to satisfy customers at the time of purchase and during use. It also refers to how close the characteristics of a product or service meets the needs and expectations of customers.
ii)
Value
Values are enduring beliefs that a given behaviour or outcome is desirable or good (Hoyer and MacInnis, 2007). Bly (1993) discussed that value-conscious buyers are defined as the buyers who are not necessarily to buy at the low price, but also be sure that they are getting the most value for their money.
iii)
Timeliness
Timeliness refers to the concept of “time to customer” which is the time from the moment a product is produced until the moment that the product is in possession of the final user. “Customer lead time” is the time a customer has to wait for the product to be delivered from stock. The importance of understanding timeliness factor will help to increase customer satisfaction on the product (Hui, 2004).
54 iv)
Efficiency
Efficiency is defined by Concise Oxford Dictionary as the state or quality of a product being efficient. The word efficient refers to productive working with minimum waste of effort or expense.
v)
Ease of access
Ease of access or accessibility is the likelihood that an item will be retrieved from long term memory (Hoyer and MacInnis, 2007). Higher accessibility will give better satisfaction to customers and reduce questions to customer services.
vi)
Environment
It is important for a company to do environmental scanning before offering products which covers demographic trends, psychographic, economic, technology adoption and competitive trends (Schieffer, 2005).
vii)
Inter-departmental Teamwork
Taylor (2007) suggests that excellent teamwork will lead to better satisfaction of customers. If the customers perceive that the co-workers and partners work well together, they will have more confidence on the company’s ability to provide them with quality products and services.
55 viii)
Front line Service Behaviours
Front line service also refers to customer service which is an important part of the overall marketing strategy (Harris, 1996). A good customer service will give the customers a feeling of appreciation by providing the opportunity for any suggestions and inquiries on the product.
ix)
Commitment to the Customer
It is very important for a company to give full commitment to the customer as this will affect the level of customer satisfaction. Commitment is then defined as an attitude or effective response, willingness to invest and the idea that the interactions or relationships shall exist for benefits of both customers and the company (Zikmund, McLeod and Gilbert, 2003).
x)
Innovation
Innovation is an offering that is perceived as new by consumer within a market segment and that has an effect on existing consumption patterns.
From the theories discussed, it is concluded that so many measures and theories had been developed by researchers to determine the satisfaction level of customers. The Brodeur’s Theory stated that the most important factor contributed to customer satisfaction is quality. Therefore, the next discussion is on quality, which is a concept that is closely related to customer satisfaction (Lowenstein, 1995).
56 3.5
Concept of Quality
The emphasis on quality during the 1980s is the result of rapidly changing customers in terms of their number, needs, and purchasing attitudes (Waller and Ahire, 1996). According to Zikmund, McLeod and Gilbert (2003), there are certain differences between quality dimensions of products or goods and quality dimensions of services.
3.5.1
Quality of Goods or Products
The works of Garvin (1987) has defined the quality dimensions of tangible goods or products by certain characteristics such as shown in Table 3.1:
Table 3.1: Quality Dimensions of Goods/Products
Dimension
Definitions
a. Performance
Product’s primary operating characteristics
b. Features
Additional features of the product
c. Conformance
The extent to which a product’s design and operating characteristics comply with the established standards set
d. Reliability
The probability that a product will operate properly over a specified period of time under the stated conditions of use
e. Durability
The amount of use the customer gets from a product before it physically deteriorates or until its replacement is preferable
f. Serviceability
The speed, competence, and courtesy to repair
57 Dimension
Definitions
g. Aesthetics
How a product appeals to our five senses
h. Customerperceived quality
Customer’s perception of a product’s quality based on the reputation of the firm providing the goods/products
3.5.2
Quality of Services
Quality of services is based on the five dimensions of SERVQUAL Gap Analysis Model which are tangibles, reliability, responsiveness, assurance and empathy.
Table 3.2: Quality Dimensions of Services
Dimension a. Tangibles
Definitions The appearance of physical facilities, equipment, personnel, and communication materials
b. Reliability
The ability to perform the promised service dependably and accurately
c. Responsiveness
The willingness to help customers and provide prompt service
d. Assurance
Knowledge and courtesy of employees and their inability to inspire trust and confidence
e. Empathy
The caring, individualized attention provided to customers
58 In construction industry, the outputs can be categorized as goods or products and the quality dimensions shall be covered under quality dimensions as shown in Table 3.1. However, due to the unique nature of construction industry, these quality dimensions may not be all relevant, as there are other aspects shall be considered to determine quality in construction. The following section will look through these other aspects with regards to housing industry.
3.6
Quality in Housing
The rapid pace of construction industry has set a new paradigm of product quality expected by the consumers. Quality, cost and time have long been recognized as the major targets of concern by the client in constructions. Jones (1995) described quality in construction as achieving agreed requirements which has no relations with luxury. This shows that even though the product is cheap, it does not mean that low quality is expected due to the low cost involved.
The importance of quality in construction was also discussed by Jones (1995) which covers certain aspects such as public image as high cost poor quality and chaotic working practices which are believed to be synonymous with building work. A project with poor quality can result in extra cost and time extensions while a project with time and cost poorly controlled can affect the conformance of quality requirements (Abdul Rahman, 1997). This was supported by a research by Building Research Institute (BRI) in the UK which revealed that the average cost of putting a fault right after construction to be a least five times the extra cost of getting it right in the first place.
59 Construction industry is much different and unique as the work is undertaken in single batches or projects. It is also not well instituted in quality such as manufacturing industry (Phang and Ke-Wei, 1996). A research by Building Research Establishment in the UK reveals that slightly more than 50 percent of construction faults are caused by design efficiencies, 10 percent by product failures and 40 percent by poor workmanship (Phang, 1996).
Teng (1998) had discussed quality in construction in two groups namely design and construction. The aspects of quality are shown in Figure 3.3 which considered more quality aspects which are essential for construction:
Quality in Construction
Construction
Design • Aesthetics • Functionality
• Durability
• Safety
• Cost
good design taste design does what it is intended to, and/also meeting the building code requirements materials and equipment to last its intended life safe for occupiers, meet building code requirements within client’s budget
• Workmanship quality of constructed work according to drawings • Integrity and specifications according to client’s • Completion requirements time
Figure 3.3: Quality in construction
60 Quality in construction as discussed by Tang (1998) includes eight factors namely aesthetics, functionality, durability, safety, cost, workmanship, integrity and completion time. These factors shall be all monitored and controlled through out the construction to ensure the high quality of the outputs. These processes shall not cover only the construction stage, but shall also be implemented during design and planning stage.
Thus, the best way to control quality in the planning and design stage is by quality standardisations. This is further discussed in following section with the focus on local standardisations introduced by the government.
3.7
Quality Standardisations of Housing in Malaysia
The government has introduced a number of standardisations as part of its efforts to enhance quality in the housing industry. Two areas of standardisation promoted and implemented in housing are the standard on Modular Coordination (MS1064) and the standard on uniform design for housing, Construction Industry Standard (CIS) introduced by Construction Industry Development Board (CIDB).
61 3.7.1 Standardisation using Malaysian Standard (MS1064)
MS 1064 is a Malaysian Standard which is gazetted in 2001. It specifies dimensional rules in the subjects of basic module, preferred module, modular grid, coordination of element, and opening. These standards make references to ISO Standards namely, ISO1790, ISO2445, and ISO1789 which concern ‘Building construction-Modular Coordination’ for reference for designers and manufacturers. The basis of modular coordination is essentially based on:
a)
The basic module
b)
Standardised multi-modules
c)
A reference system to define coordinating spaces and zones for
building
elements and for the components which form them d)
Rules for locating building element within the reference system
e)
Rules for sizing building components in order to determine their work sizes
f)
Rules for defining preferred sizes for building components and coordinating dimensions for building
MS 1064 permits a flexible type of standardisation, which encourages the use of a limited number of standardised building components for the construction of different types of building, thus optimising the number of standard sizes of building components. Another important benefit of MS1064 is the ability of the main contractor to encourage the interchange ability of components, whatever material, form or method of manufacture.
62 3.7.2 Standardisation through Construction Industry Standards, CIS 1 and CIS 2
CIS 1 & CIS 2 are the Construction Industry Standards that specify the uniform design and planning requirements for low cost houses in Malaysia. The CIS 1 and 2 would ensure that the housing estates for the low-income dwellers are developed to minimum standards suitable for human habitation.
The scope of this standard includes requirement on layout, space and configuration of houses with the aims of ensuring that safety, health, infrastructures and amenities are not denied to the dwellers.
a)
Safety
The standard specifies the requirement for safety of individuals and properties. This includes provisions of adequate spaces and configuration for building blocks and access.
b)
Adequate infrastructures
The standard specifies provision of adequate physical infrastructures, such as roads, drainage, sewerage, waste disposal, lighting, telecommunication and other public amenities.
63 c)
Physical and mental health
The standard specifies proper building and spaces for good physical and mental well being of the dwellers. This aspect includes spaces, lighting, recreational areas and privacy.
d)
Community
The standard also specifies provision of adequate amenities for social well-being of the community. The example of this is through provision of school, religious facilities, and shops.
The standardisations outline minimum requirements to enhance quality in the housing industry, especially for low cost housings. However, this standardisation may not be much customer oriented as it was designed without considering the end users actual needs and desires. A work by Hamzah, Kwan and Woods (1998) provides basis for better consideration to these which identify factors influencing the quality of low cost housings as viewed by the end users.
64 3.8
Factors influencing Customer Satisfaction of Low Cost Housing Quality
Work by Hamzah, Kwan and Woods (1998) suggests that there are twelve factors that influence the quality of low cost houses as viewed by the customers. These factors will affect customer level of satisfaction for quality of their low cost houses. The factors are arranged by their ranks according to the importance as perceived by the customers as shown in Table 3.3.Each of these factors is further discussed:
Table 3.3: Factors influencing Customer Satisfaction of Low Cost Housing Quality
Rank
Factors
1
Structural soundness
2
Building materials
3
Workmanship
4
Environmental conditions
5
Home security and safety during emergency
6
Size of flat
7
Basic amenities
8
Maintenance work
9
Layout of flat
10
Internal condition
11
Location of flat
12
Appearance/outlook design of flat
65 3.8.1
Structural soundness
This is the most important factor influencing the quality of low cost housing as perceived by the customers. It includes all structural elements such as foundation, beam, column, roof, wall, and flooring. Defects such as leaking roof, wall cracks and water seeps through walls indicate low level of quality as viewed by the end users.
3.8.2
Building materials
Building materials are all materials used for the building especially for roof, floor, wall, door, and window. The most important characteristic of material is durability. Low durability is the problem of low cost houses as cheap building materials are used.
3.8.3
Workmanship
This refers to workmanship in installing ceiling, door, window, tiling, painting, plastering, plumbing work, and electric wiring. A study by Low and Goh (2001) showed that poor workmanship is the major factor that influences quality in construction.
66 3.8.4
Environmental conditions
Environmental conditions such as air quality, noise and traffic congestion will influence the quality of low cost houses. Dissatisfaction between the customers arises due to poor air quality and noisy surroundings.
3.8.5 Home security and safety during emergency
Home security and safety is very important especially during emergency or protection from strangers, for example when a fire emergency occurs.
3.8.6 Size of flat
The size or space standards are still low as compared to other developed or developing countries (Kuala Lumpur Structure Plan 2020). This is also related to the estimated number of family members in an average local family. According to CIS 2, the minimum floor area for low cost flat is not less than 63 meter square per unit.
3.8.7
Basic amenities
Basic amenities include water supply, electricity, shops, school, market, parking lots, and playground or park. A report in the Kuala Lumpur Structure Plan 2020 shows that the standards of provision of facilities and utilities in low cost housings are
67 inadequate in meeting the needs of the residents. Car park facilities provision for low cost housing is apparently inadequate, which has led to related problems such as illegal roadside parking, and traffic obstruction.
3.8.8
Maintenance work
Maintenance works include repair works, repainting building, garbage collection system, overall cleanliness and maintenance of building. The main problem with maintenance in low cost houses is the use of cheap low quality materials and poor construction which contribute to high maintenance costs in public housing.
3.8.9
Layout of flat
Layout of the flat area which includes the living area, kitchen, bathroom, bedrooms, and balcony also influences customer satisfaction. For example, partition between kitchen and balconies will give convenience to the dwellers.
3.8.10 Internal condition
Internal conditions such as ventilation, temperature, and lighting is also important. Hot air and poor lighting will decrease quality the house as viewed by the dwellers.
68 3.8.11 Location of flat
Location of the flat whether in urban, suburban, or rural area will influence the convenience level. The location that is close to work and town will give greater satisfaction to the users.
3.8.12 Appearance/outlook design of flat
Appearance or aesthetic value of the flat is also important. The outlook design shall be attractive even though only classified as a low cost house. This will later affect the satisfaction level of customers.
Out of the twelve factors discussed, the three most important factors influencing customer satisfaction on quality of low cost housings are the structural soundness, building materials and the workmanship. However, for the next section the second and third factors, building materials and workmanship will be discussed.
69 3.9
Quality of Building Materials and Workmanship
Two areas of quality, which are building materials and workmanship, will be further discussed. Among the basic building materials essential to the construction industry are cement, steel, sanitary ware/tap fitting, marble and granite, upvc, clay, iron or copper pipes, roof tiles, wall and floor tiles, paint, timber and bricks. Local manufacturers have been commended to manufacture building materials without having to rely on imports, except on some luxurious items (Master Builder, 1995).
However, the quality of building material of some building products such as locksets, plywood doors and other timber products such as locksets, plywoods and other timber doors is still below par as compared to other neighbouring countries (Master Builder, 1995). In this case manufacturers use the local market as their dumping ground to dispose of rejected products from the international buyers.
In the National Conference of Housing and Urban Governance held on July 2021 2000, one of the main issues discussed on housing quality is the need for better workmanship. The Conference urged CIDB to step up training of skilled workers in all areas of construction and for a timetable to be drawn up with specific targets. For low cost housing, CIS 1 and CIS 2 by Construction Industry Development Board (CIDB) had been introduced as guidelines for minimum standard requirements for low cost houses.
70 3.9.1
Requirements of quality in building materials in CIS 2
Under Construction Industry Standard (CIS 2), minimum standard for floor finishes, wall finishes and fittings for low cost flats or apartments are stated. These standards are shown in Table 3.1, Table 3.2 and Table 3.3.
Table 3.4: Minimum Floor Finishes for Low Cost Flats
Space Living room Dining room Bedrooms Store / Ancillary area Walkways Langkan Apron Kitchen Bathroom/Toilet
Floor Finishes Cement render Cement render
Non-slipped ceramic tiles
Table 3.5: Minimum Wall Finishes for Low Cost Flats
Space Plastered internal wall Plastered external wall
Kitchen Bathroom/Toilet Wall and timber components
Wall finishes Emulsion paint Weather shield paint (Minimum one (1) prime coat and two (2) finishing coat) Ceramic tiles 1.5 m high Gloss paint
71 Table 3.6: Minimum Fittings for Low Cost Flats
Space
Fittings
Windows
Casement metal windows Adjustable louvered window Fixed louvered window
Doors Main hall Bed rooms Others Bathroom / Toilet Ceiling Roof Kitchen Bathroom Toilet Drainage
3.10
Plywood doors Plywood doors Plywood doors PVC door Plywood door with aluminium foil internally Cement render Cement sheets Zinc roof Corrugated roof tiles 1 unit of stainless sink steel 1 unit of wash basin with tap 1 unit of water tub with tap 1 unit of PVC cistern 1 unit of pedestal/squatting water closet 225mm diameter closed concrete drainage
Conclusion
Customer satisfaction and quality are two concepts that are closely related to one another. The level of customer satisfaction is very important to be determined as it offers a lot of benefit to the company. A number of theories on customer satisfaction were developed such as the Expectancy-Disconfirmation Theory and Brodeur Satisfaction Domains.
72 As referred to the Brodeur Satisfaction Domains, quality is the main factor that contributes to customer satisfaction. The importance of enhancing quality for better customer satisfaction has been considered by many industries including the construction industry. As an example, the government had introduced MS1064 and CIS 1 & 2 in order to enhance the quality of housing especially in low cost houses. However, these standardisations have been seen as not being customer oriented and not considered customers actual desires and needs.
A work by Hamzah, Kwan and Woods (1998) suggested that there are several factors that influence the quality of low cost housing as viewed by the customers. These factors can be used as a guide in measuring customer satisfaction on quality of low cost houses. Two factors were discussed further namely the quality of building materials and workmanship. The minimum standards for these two factors in CIS 2 were also discussed.
73
CHAPTER 4
DATA COLLECTION AND ANALYSIS
4.1
Introduction
This chapter discusses about the data collection and analysis for the survey which includes the data sampling, questionnaire and checklist design, data analysis method and data analysis. The data analysed and presented in this chapter is organized to achieve the objectives of the study with the aim to identify customers’ satisfaction level on quality of workmanship of low cost housing in Klang Valley.
4.2
Questionnaire Sample Distribution
A total of fifty (50) questionnaires were distributed and answered by the respondents. The respondents included low cost dwellers of six (6) low cost housings in certain areas in Klang Valley such as Pantai Dalam, Bandar Sri Damansara, Cheras, Desa Tun Razak, Bandar Tasik Selatan and Shah Alam. The names of low cost flats and apartments involved in the survey are:
74 a)
Kuarters DBKL Pantai Permai, Pantai Dalam, Kuala Lumpur
b)
Apartmen Cempaka, Bandar Sri Damansara, Kuala Lumpur
c)
PPR Seri Kota, Cheras, Kuala Lumpur
d)
PPR Desa Tun Razak, Desa Tun Razak, Kuala Lumpur
e)
PPR Taman Mulia, Bandar Tasik Selatan, Kuala Lumpur
f)
Teratak Muhibbah, Seksyen 26, Shah Alam
All of these low cost houses were built within a 10 year time frame and the design as specified under the Construction Industry Standard (CIS) 2 introduced by the Construction Industry Development Board (CIDB) in 1998.
4.3
Questionnaire Design
A questionnaire is the most common method of measuring customer satisfaction (Harris, 1996). It is a more formal way of survey and gives in-depth, accurate feedback on customer perception of the service or products (Bly, 1993). Questionnaires were used in this research as it is the best method of measuring customer satisfaction.
The questionnaire was designed in Bahasa Melayu due to the fact that majority of low cost dwellers are Malays. It consisted of five (5) pages with four (4) sections; Section A for respondents’ background, Section B for respondents’ satisfaction of design and facilities, Section C for experienced defects of workmanship and Section D for any comments, opinions or suggestions. The full questionnaire can be referred in Appendix A.
75 4.3.1 Part A
The first part covered the background of the respondents which consisted of certain background details of the respondents. This part was designed to gather basic background details of respondents and their low cost units such as respondents’ status, types of residential, age range, duration of tenancy/ stay and respondents’ occupations.
The information on respondents’ status, types of residential, age range, duration of tenancy/stay are important to determine respondents’ experience with their houses whereas the occupation of respondents is vital to see the average income range of the respondents. The questions were all designed in categories, except for the occupations where respondents had to fill in the blanks.
4.3.2 Part B
The second part or Part B gathered all questions on other areas covered under CIS 2 besides quality aspects such as the price, infrastructures, design and water and electrical services to see customer satisfaction level towards these factors. This part was designed in Likert Scales and the respondents were asked to give their satisfaction level in certain scales such as follows:
76 Table 4.1: Likert Scales for Part B
1 – Not satisfied 2 – Less Satisfied 3 – Neutral 4 – Satisfied 5 – Highly Satisfied
The satisfaction level for these four elements is very important for a comparison of other aspects covered under CIS 2 with the quality aspects in the standardisation.
4.3.3 Part C
This formed the most important part in the questionnaire where respondents were asked to indicate the frequencies of occurrences of common defects in workmanships in their low cost unit. For this part, the list of defects was developed by referring previous work on workmanship defects by Chong (2006) such as shown in Table 4.2.
77 Table 4.2: Types of defects in workmanship categorized by trades of work
Trades of Work A. Wall
B. Window
C. Door
D. Ceiling
E.
Floor
F.
Electrical
G. Plumbing & Sanitary
H. External
Type of defects a) cracks/broken b) c) d) e) a) b) c) d) e) a) b) c) d) e) a) b) c) d) a) b) c) d) a) b) c) a) b) c) a) b) c)
out of alignment rough finishes edge chirped off not properly painted out of alignment functionality damage/dented dirty not properly installed out of alignment functionality damage dirty not properly painted bad finishes not properly painted dirty dampened bad finishes cracks/broken out of alignment dirty switch dirty switch out of alignment functionality functionality switch out of alignment functionality fencing defects apron slab cracks car porch leaking
78 However, for the purpose of the questionnaire on the design for low cost house dwellers, the defects were rearranged and reproduced to suit the respondents’ level of knowledge and understanding on the defects. All the defects were then grouped under nine (9) types of works as referred to Standard Method of Measurement (SMM) 2 which are:
a)
Concrete Works
b)
Damp Proof Courses
c)
Woodworks
d)
Door and Window Fixings
e)
Pipe works
f)
Electrical Works
g)
Wall & Floor Finishes
h)
Glazing
i)
Painting
For this part, respondents had to indicate the frequencies of the defects occurred or experienced in their house by following the scale stated in Table 4.3:
Table 4.3: Likert Scales for Part B 1 – Very often 2 – Often 3 – Sometimes 4 – Rarely 5 – Never
79 For question number 10, respondents were asked to state any related problems on quality of workmanship experienced in their houses if there were any. Besides the questions on defects on workmanship, respondents were also asked with two other questions related to quality of material and workmanship in low cost houses.
Respondents had to state their opinion for question number 11 whether the quality of material and workmanship worth the money they had paid for, and whether the quality of material and workmanship shall be increased in question number 12. The answers should be following rating scales as in Table 4.4 and Table 4.5.
Table 4.4: Likert Scales for Question 11 1 – Not Worth 2 – Less Worth 3 – Neutral 4 – Worth 5 – Highly Worth
Table 4.5: Likert Scales for Question 12 1 – Not necessary 2 – Quite necessary 3 – Neutral 4 – Necessary 5 – Highly necessary
80 4.3.4 Part D
This part was designed to allow the respondents to write any comments, opinions and suggestions on related topic.
4.4
Checklist of CIS 2 Implementation
To compare the standardisation of requirements as compared to the implementation level in low cost housing, observations on low cost units and short interviews with low cost houses dwellers were made. A standard checklist was designed to see the implementation level of basic requirements under CIS 2 by using the method of observation or interviews with the dwellers. Implementation of several basic elements was checked with the dwellers. The full checklist can be referred in Appendix B.
The list of basic requirements under CIS 2 covered several elements such as follows:
4.4.1
Minimum Planning Requirements
a)
Roadworks
b)
Parking areas
81 c)
Fire fighting system
d)
Social facilities
e)
Landscape
f)
Water and Electrical Services
g)
Recreational areas
4.4.2
Minimum Design Requirements
a)
Area
b)
Number of rooms and spaces
c)
Wall and Floor Finishes
d)
Windows and Doors
e)
Sanitary fittings
4.5
Data Analysis Methods
For data analysis, Statistical Package of Social Sciences (SPSS) was used based on two methods which are frequency analysis and index scale analysis. Frequency analysis was used for analysis on Part A, while analysis for Part B and Part C were done by using index scale analysis.
82 4.5.1 Frequency Analysis
Frequency analysis used a tabular form to represent the result of data analysis of frequency of response that respondents gave to the different variables in the questionnaire. The result was tabulated in the form of frequency number and percentages according to total respondents. For graphic result presentation, bar chart and pie chart are used as summaries.
4.5.2 Index Scale Analysis
The maximum and minimum mean scores for each factor should be first determined before calculating average scale deviation to develop index scales. This method of average scale deviation can be explained by the formula in Figure 4.1 below:
Average Scale Deviation = Maximum Score – Minimum Score Number of Scales used
Figure 4.1: Average Scale Deviation
The examples of developing index scales are shown below; assuming that the minimum and maximum scores are 2.30 and 3.74, and the average scale deviation calculated is 0.36.
83 Index Scales Calculation:
4.6
Index 1
0.36
+
2.30
=
2.66
Index 2
0.36
+
2.66
=
3.02
Index 3
0.36
+
3.02
=
3.38
Index 4
0.36
+
3.38
=
3.74
Index 5
0.36
+
3.74
=
4.10
Data Analysis
For data analysis, Statistical Package for Social Sciences (SPSS) was used based on frequency analysis and index scale analysis method to analyze data on respondents’ background, common defective workmanships in low cost houses in Klang Valley implementation level of CIS 2, and satisfaction level on other provisions in CIS 2.
4.6.1
Respondents Background
Respondents’ background was analyzed based on certain factors which are their status whether they are owners or tenants, types of residential, duration of tenancy/stay and their age. The analysis was done by using frequency analysis and the results are presented in bar charts and pie charts.
84 4.6.1.1 Respondents Status
The status of respondents whether they are owners or tenants was analyzed to see the involvement of owners and tenants in the study. The results are shown in Figure 4.2:
Figure 4.2: Respondent’s status
As shown in Figure 5.2, 48 percent or 24 of the respondents were the owners whereas the other 52 percent or 26 respondents were the tenants. Most of the tenants were the dwellers of PPR or Projek Perumahan Rakyat which is a project under Dewan Bandaraya Kuala Lumpur (DBKL) to provide housing for poor people in Kuala Lumpur.
85 4.6.1.2 Types of Residential
Two types of residential which are low cost apartments and low cost flats were involved in this study. The distribution is shown below:
Figure 4.3: Types of residential
The majority of respondents were low cost flat dwellers with 62 percent or 31 of them. Only 38 percent or 19 of them stayed in low cost apartments.
86 4.6.1.3 Duration of Tenancy/Stay
All of the six (6) low cost housings were constructed within a 10 year time frame, and therefore the design and planning requirements should be covered under the Construction Industry Standard (CIS) 2. The respondents were asked to indicate their duration of tenancy or stay in their low cost units and the percentage is shown in pie chart below:
Figure 4.4: Duration of Tenancy/Stay
Figure 4.4 shows that nearly half of the respondents or 21 of them have one to three years experience, while the respondents with less than 12 months and three to five years time form the same percentage with 23 percent or 11 respondents each. Only nine percent or four respondents have five to ten years experience of tenancy or stay. However, it can be concluded that most of the respondents are well experienced with 68 percent of them got one to five years duration.
87 4.6.1.4 Age of Respondents
The age distribution analysis is vital to show the respondent age in this study. The age distribution is shown as follows:
Figure 4.5: Age of respondents
Age distribution among the respondent is shown in Figure 5.3. The figure shows that the large portion goes to three age ranges which are from 18 to 25 years old, 25 to 30 years old and 40 to 50 years old which are 21 percent or ten respondents each. Age ranging from 30 to 40 years old is 19 percent while the smallest portion is age ranging of 50 years old and above which is 17 percent.
The percentages were calculated based on 47 respondents as three respondents did not state their age range in the questionnaires answered. However, from the age
88 distribution shown in Figure 4.5 it can be concluded that there is equal distribution amongst the five age ranges of respondents.
4.6.2
Common Defective Workmanships in Low Cost Houses in Klang Valley
This is the most important part which identifies common defective workmanships in low cost houses in Klang Valley as experienced by the dwellers. The respondents were asked to give the frequencies of occurrence of listed defects in their low cost unit based on the scales shown in Table 4.3.
The mean index and standard deviation for each defect were calculated as shown in Table 4.6 below:
Table 4.6: Mean Index and Standard Deviation for Common Defective Workmanship
Concrete Works
2.20
Standard Deviation 1.21
1 Cracks to concrete walls. Damp Proof Course
2.20 2.98
1.21 1.49
2 Dampness to concrete wall. Woodworks
2.98 2.02
1.49 1.27
3 Uneven surface for doors and windows. Door And Window Fixings
2.02 1.38
1.27 0.67
4 Faulty door knobs. Door And Window Fixings (cont’d) 5 Broken window knobs. 6 Pulled out hinges.
1.86
1.18
1.49 1.40
0.82 0.78
No.
Defects
Mean
89 7 Pulled out door knobs. Pipe works
1.38 1.38
0.67 0.78
8 Faulty sanitary fittings. 9 Pipe leakage. 10 Poor pipe fittings. 11 Dislocated pipe screw. 12 Vibrating tap with sound. Electrical Works
2.20 1.90 1.66 1.48 1.38 1.88
1.48 1.16 1.00 0.86 0.78 1.20
13
Untidy and messy fixing of electric wires. 14 Exposed wires. 15 Too slow fans. 16 Power points cannot be used. 17 Faulty electrical fittings. 18 Dimmed light. Wall & Floor Finishes
2.12
1.33
2.12 2.04 2.00 1.94 1.88 1.33
1.35 1.37 1.21 1.20 1.21 0.75
19 20 21 22 23 24 25 Glazing
Uneven floor finishes. Uneven wall plaster. Pulled out floor tiles (toilet). Non sloping toilet floor. Broken wall tiles (toilet). Untidy fixing of tiles. Pulled out wall tiles (toilet).
2.38 1.83 1.78 1.76 1.69 1.58 1.33 1.51
1.40 1.40 2.05 1.13 1.08 1.05 0.75 0.71
26 27 28 29 Painting
Sharp edges of glazing for windows. Easily pulled out glasses for windows. Easily broken. Too transparent.
2.86 2.44 2.24 1.51 2.06
1.41 1.32 1.34 0.71 1.25
30 31 32
Easily peeled. Easily faded. Untidy works.
2.28 2.26 2.06
1.32 1.27 1.25
From Table 4.6, the maximum and minimum scores were determined which are 2.98 and 1.33. From these scores, the new scale indexes for frequency of workmanship defects were developed.
90
Average Scale Deviation
=
(2.98 – 1.33) 5
=
0.33
Index Scales Calculation:
a)
Index Scale I =
1.33
=
1.66
+
0.33
(1.33 – 1.66 : Index Scale for “never”)
b)
Index Scale II =
1.66
=
1.99
+
0.33
(> 1.66 – 1.99 : Index Scale for “rarely”)
c)
Index Scale III =
1.99
=
2.32
+
0.33
(>1.99 – 2.32 : Index Scale for “sometimes”) d)
Index Scale IV =
2.32
=
2.65
+
0.33
(>2.32 – 2.65 : Index Scale for “often”)
91 e)
Index Scale V =
2.65
=
2.98
+
0.33
(>2.65 – 2.98 : Index Scale for “very often”)
Table 4.7 : Index Scales for Frequency of Defects
Index
Degree of Frequency
Scale
I
Never
1.33 – 1.66
II
Rarely
>1.66 – 1.99
III
Sometimes
>1.99 – 2.32
IV
Often
>2.32 – 2.65
V
Very Often
>2.65 – 2.98
Using the index scales developed, the mean indexes for all defects were rearranged in their respective categories such as shown in Figure 4.6.
Very Often
Often
Sometimes
Rarely
Never
92
Figure 4.6: Common defective workmanships in low cost houses in Klang Valley
93 From Figure 4.6, the analysis is as follows:
4.6.2.1 ‘Very Often’ Defective Workmanships
Two types of defects are grouped under this category, which are dampness to concrete walls and sharp edges of glazing for windows. These defects are due to inappropriate installation of damp proof courses and improper workmanship on glazing.
4.6.2.2 ‘Often’ Defective Workmanships
Only two defects are included in this group, which are uneven floor finishes and easily pulled out window glasses. These defects were caused by poor quality of trowelling work which in turn caused uneven cement render, while easily pulled out window glasses were caused by fit-to-size cutting works.
4.6.2.3 ‘Sometimes’ Defective Workmanships
Most of the defects are grouped under this category, which are 11 out of 32 listed defects or equivalent to 34 % of them. The defects are included in all types of works except for Wall & Floor Finishes. The defects are:
a)
Cracks to concrete walls
b)
Uneven surface for doors and windows
c)
Faulty sanitary fittings
94 d)
Untidy and messy fixing of electric wires
e)
Exposed wires
f)
Too slow fans
g)
Power points cannot be used
h)
Easily peeled painting
i)
Easily faded painting
j)
Untidy painting works
4.6.2.4 ‘Rarely’ Defective Workmanships
Eight out of 32 listed defects or 19% defects are categorized as rare whereas fifty percent of them are under Wall and Floor Finishes element. The list of defects is as follows:
a)
Faulty door knobs
b)
Pipe leakage
c)
Faulty electrical fittings
d)
Dimmed light
e)
Uneven wall plaster
f)
Pulled out floor tiles (toilet)
g)
Non sloping toilet floor
h)
Broken wall tiles (toilet)
95 4.6.2.5 ‘Never’ Defective Workmanships
Out of the 32 listed defects on workmanship, nine defects or 28% of them are categorized as ‘never’. Even though there are some respondents have experienced these problems, the defects under this category are still categorized as not very significant and the least experienced. The defects are:
a)
Broken window knobs
b)
Pulled out hinges
c)
Pulled out door knobs
d)
Poor pipe fittings
e)
Dislocated pipe screw
f)
Vibrating tap with sound
g)
Untidy fixing of tiles
h)
Pulled out wall tiles (toilet)
i)
Too transparent window glasses
The summary for number and percentage of defects for each category are shown in Table 4.8:
Table 4.8 : Types of defects with Mean Index and Category Categories
Number of defects
Percentage
Very Often 2 6.25% Often 2 6.25% Sometimes 11 34.38% Rarely 8 25.00% Never 9 28.12% Total 32 100.00% The table shows that most of the defects are grouped under ‘Sometimes’,
96 ‘Rarely’ and ‘Never’ categories with the highest percentage in ‘Sometimes’ category with 34 percent of them. This is followed by ‘Never’ category of defects with 28 percent and ‘Rarely’ defects with 25 percent. Only four defects are grouped under ‘Often’ and ‘Very Often’ categories.
Referring to the percentages, it can be concluded that the respondents had not experienced very frequent problems on the quality of workmanships despite the low price they had paid.
Beside the defective workmanships listed, respondents were also asked for any other related defective workmanship and material problems occurred in their house. A number of new problems were recorded such as below:
a)
Unaligned fixing of windows
b)
Clogged waste pipe
c)
Too low water pressure
d)
Problems with manhole location
e)
Lighting for corridor staircases
To analyse the common defects based on the types of works, the mean index for each element or type of work were also calculated such as in Table 4.8 and the results is shown in bar chart in Figure 4.7 according to the rankings and categories with reference to scales in Table 4.7.
97 Table 4.9 : Types of works with Mean Index and Category
Type of Works 1 2 3 4 5 6 7 8 9
Damp Proof Course Concrete Works Painting Woodworks Electrical Works Glazing Door and Window Fixings Pipe works Finishes
Mean
Category
2.98 2.20 2.06 2.02 1.88 1.51 1.38 1.38 1.33
Very Often Sometimes Sometimes Sometimes Rarely Never Never Never Never
Figure 4.7: Common defective workmanships in low cost houses in Klang Valley
98 From the bar chart, it clearly shows that the most experienced problems in workmanship are on damp proof courses with mean index of 2.98. This problem is categorized as ‘Very Often’, while the least is on finishes with mean index 1.33 in ‘Never’ category.
It can also be concluded from Table 4.8 and Figure 4.7 that the most occurred defects on workmanships are related to the building itself which involve main building works such as damp proof courses, concrete works, painting and woodworks. Nevertheless, it seemed that there are fewer defects on other workmanships such as glazing, door and window fixings, pipe works and also finishes.
4.6.3
Value for Money and the Need to Increase Quality of Workmanship
Respondents had also responded on whether the quality of material and workmanship worth the money they had paid for, and whether the quality of material and workmanship shall be increased. The questions were answered based on scales such as stated in Table 4.4 and Table 4.5.
The minimum and maximum scores for both Question 11 and 12 are both the same, which are 1.00 and 5.00. Therefore, the average scale deviation was calculated to develop the index scales such as follows:
99 Average Scale Deviation
=
(5.00 – 1.00) 5 =
Index Scales Calculation:
a) Index Scale I =
1.00
=
1.80
+
0.80
+
0.80
+
0.80
+
0.80
+
0.80
b) Index Scale II =
1.80
=
2.60
c) Index Scale III =
2.60
=
3.40
d) Index Scale IV =
3.0
=
4.20
e) Index Scale V =
4.20
=
5.00
0.8
100 Table 4.10 : Index Scales for Question 11
Index
Degree of Worth
Scale
I II III IV V
Not worth Less worth Neutral Worth Highly worth
1.0 - 1.80 >1.80 – 2.60 >2.60 – 3.40 >3.40 – 4.20 >4.20 – 5.00
Table 4.11 : Index Scales for Question 12
Index
Degree of Need
Scale
I II III IV V
Not necessary Quite necessary Neutral Necessary Highly necessary
1.0 - 1.80 >1.80 – 2.60 >2.60 – 3.40 >3.40 – 4.20 >4.20 – 5.00
Table 4.9 and Table 4.10 were then used to categorize the overall mean scores for both questions and the results are shown in Table 4.11.
Table 4.12 : Mean Scores for Question 11 and 12
Questions
Mean
Category
11) Quality of material and workmanship worth the price
2.72
Neutral
12) Should quality of material and workmanship be increased
3.50
Necessary
101 The mean score for Question 11 for Value for Money of the quality of material and workmanship is 2.72, which is grouped under Index Scale III with the range of mean scores between 2.60 until 3.40. This fall under category ‘Neutral’ and this indicates that the dwellers are not very satisfied with the quality of material and workmanship, but they still think that the quality is acceptable for the price they had paid for.
The result for Question 12 stated that the mean score is 3.50, which is categorized under Scale IV or ‘Necessary’. This shows that even though the dwellers think that the quality of material and workmanship was acceptable, they still think that the increase of quality of material and workmanship in low cost houses are necessary for a better quality of life.
4.6.4
Compliance of quality standardisation in the development of low cost housings in Klang Valley
Interviews and observations were made which showed that all the low cost houses surveyed have complied with the minimum planning and design requirements under CIS 2. The checklist used can be referred in Appendix B. The survey covered all the six (6) low cost houses surveyed as shown in Table 4.13 1nd Table 4.14:
102
Minimum Planning Requirements A
B
C
D
E
F
G
Teratak Muhibbah
PPR Taman Mulia
PPR Desa Tun Razak
PPR Seri Kota
Apartmen Cempaka
Requirements
Kuarters DBKL Pantai Permai
Table 4.13 : Compliance of CIS 2 minimum planning requirements
Availability
Roadworks Roads √ √ √ √ √ Motorcycle path √ √ √ √ √ Pedestrian Walks √ √ √ √ √ Fire Fighting System Fire Extinguishers √ √ √ √ √ Fire Hydrants √ √ √ √ √ Parking Areas Car parks √ √ √ √ √ Covered motorcycle parking √ √ √ √ √ Social facilities Mosque/Surau √ √ √ √ √ Kindergarten √ √ √ √ √ Multi purpose hall √ √ √ √ √ Shops √ √ √ √ √ Refuse bin √ √ √ √ √ Landscape Soft landscape √ √ √ √ √ Hard landscape √ √ √ √ √ Electrical Services Main Power Substation √ √ √ √ √ Power points (5 units) √ √ √ √ √ Lighting points (each room) √ √ √ √ √ Recreational areas Game court √ √ √ √ √ Playground √ √ √ √ √ Field √ √ √ √ √ Table 4.14 : Compliance of CIS 2 minimum design requirements
√ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √
PPR Taman Mulia
Teratak Muhibbah
B
C
D
E
F
Area of unit ≥ 63 meter square Number of rooms and spaces 3 bedrooms 1 bathroom and 1 toilet Living and dining hall Storage and laundry area Floor Finishes Cement render (except kitchen, bath, toilet) Non-slipped ceramic tiles (kitchen, bath, toilet) Wall Finishes Emulsion paint (internal) Weather shield paint (external) Half wall ceramic tiles (bath, toilet) Windows and Doors Casement/louvered window Plywood door PVC door (bath, toilet) Sanitary fittings Zinc sink Wash basin Shower WC
PPR Desa Tun Razak
√
√
√
√
√
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√
√
√
√
√
√
√
√
√
√
√
√
√ √
√ √
√ √
√ √
√ √
√ √
√
√
√
√
√
√
√ √ √
√ √ √
√ √ √
√ √ √
√ √ √
√ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
Minimum Design Requirements A
PPR Seri Kota
√
Apartmen Cempaka
Requirements
Kuarters DBKL Pantai Permai
103
Implementation
104 4.6.5
Respondents satisfaction level on other provisions under Construction Industry Standard (CIS) 2
The satisfaction level of respondents for other aspects included in CIS 2 is very important for a comparison of other aspects covered under CIS 2 with the quality aspects in the standardisation. These aspects are the price, infrastructure, design and water and electrical services.
The respondents were asked to give their satisfaction level on these aspects. The mean index and standard deviation for each aspect were calculated as shown in Table 4.15 below:
Table 4.15: Mean Index and Standard Deviation for Satisfaction to other elements in CIS 2
No.
Elements
Price 1 Price Infrastructure 2 Roads and pedestrian walks 3 Parking areas 4 Worship areas 5 Shops convenience 6 Landscape 7 Recreational areas 8 Fire fighting system 9 Refuse bin centre Design 10 Layout
Mean 3.51 3.51 3.30 3.71 3.46 2.92 3.68 2.92 3.06 2.98 3.68 3.13 2.94
Standard Deviation 1.08 1.08 1.22 0.79 1.03 1.04 1.55 1.32 1.53 1.42 1.04 1.06 1.22
105 11 Number of bedrooms Design (cont’d) 12 Area of unit 13 Size of rooms and spaces 14 Height of rooms and spaces 15 Natural lighting 16 Natural ventilation Water & Electrical Services 17 Water services 18 Electrical services 19 Number of lights and fans 20 Number of sockets
3.62
1.04
2.90 3.20 3.20 3.02 3.02 3.57 3.74 3.68 3.50 3.36
1.05 1.05 0.73 1.19 1.17 1.21 1.07 1.15 1.27 1.34
From Table 4.15, the maximum and minimum scores were determined which are 3.74 and 2.90. From these scores, index scales for degree of satisfaction were developed.
Average Scale Deviation
=
(3.74 – 2.90) 5
=
0.168
Index Scales Calculation:
a)
Index Scale I =
2.90
=
3.068
+
0.168
(2.90 – 3.068 : Index Scale for “not satisfied”)
106 b)
Index Scale II =
3.068 +
=
3.236
0.168
(>3.068 – 3.236 : Index Scale for “less satisfied”)
c)
Index Scale III =
3.236 +
=
3.404
0.168
(>3.236 – 3.404 : Index Scale for “neutral”)
d)
Index Scale IV =
3.404 +
=
3.572
0.168
(>3.404 – 3.572 : Index Scale for “ satisfied”)
e)
Index Scale V =
3.572 +
=
3.74
0.168
(>3.572 – 3.74 : Index Scale for “highly satisfied”)
Table 4.16 : Index Scales for Degree of Satisfaction Index
Degree of Satisfaction
Scale
I II III IV V
Not satisfied Less satisfied Neutral Satisfied Highly satisfied
2.90 – 3.068 >3.068 – 3.236 >3.236 – 3.404 >3.404 – 3.572 >3.572 – 3.74
107 Using the index scales developed, the mean scores for all defects are rearranged in their respective categories such as shown in Figure 4.6. For the elements with the same mean scores, the ranking will be done based on the standard deviation. The higher the standard deviation, the higher will be their position due to the higher accuracy of the respected element.
Not Satisfied
Less Satisfied
Neutral
Satisfied
Highly Satisfied
Figure 4.8: Respondents satisfaction level on other provisions under CIS 2
108 From Figure 4.8, the analysis is as follows:
4.6.5.1 Non Satisfying Aspects
The respondents were not satisfied with several aspects provided by CIS 2. The aspects covered infrastructure and design elements which are:
a)
Recreational areas
b)
Fire fighting system
c)
Shops convenience
d)
Landscape
e)
Natural lighting
f)
Natural ventilation
g)
Layout
h)
Area of unit
4.6.5.2 Less Satisfying Aspects
Two aspects were considered less satisfying which are the size and height of rooms and spaces.
109 4.6.5.3 ‘Neutral’ Aspects
The respondents seemed to be neutral with the number of sockets provided which are five sockets for each low cost unit.
4.6.5.4 Satisfying Aspects
Parking areas were considered satisfying by the respondents.
4.6.5.5 Highly-Satisfying Aspects
The dwellers had responded that there are several aspects that they were highly satisfied which are:
a)
Price
b)
Roads and pedestrian walks
c)
Worship areas
d)
Refuse bin centre
e)
Number of bedrooms
f)
Water services
g)
Electrical services
h)
Number of lights and fans
110 The summary for number and percentage of defects for each category are shown in Table 4.17 below:
Table 4.17 : Categories and Number with Percentage
Categories
Number
Percentage
Not satisfied Less satisfied Neutral Satisfied Highly satisfied Total
8 2 1 1 8 20
40% 10% 5% 5% 40% 100.00%
The table showed that equal percentage were covered by the aspects under ‘Not Satisfied’ and ‘Highly Satisfied’ categories with 40 percent each. However, by using the neutral aspects as the borderline it can be said that most of them are considered unsatisfactory by the respondents. On the other hand, only 45 percent of the aspects are considered satisfying.
To analyse the aspects based on the elements, the mean index for each element were also calculated such as in Table 4.15 according the category scales in Table 4.16.
111 Table 4.18 : Index Scales for Degree of Satisfaction
Index
Degree of Frequency
Scale
I II III IV V
Not satisfied Less satisfied Neutral Satisfied Highly satisfied
3.13 – 3.22 >3.22 – 3.31 >3.31 – 3.39 >3.39 – 3.48 >3.48 – 3.57
Table 4.19 : Elements of aspects with Mean Index and Category
Rank 1 2 3 4
Element Water & Electrical Services Price Infrastructure Design
Mean
Category
3.57 3.51 3.30 3.13
Highly satisfied Highly satisfied Less satisfied Not satisfied
The table clearly shows that the two elements are considered highly satisfying by the respondents which were water and electrical services and also the price. The dwellers responded that they were less satisfied with the infrastructure provided such as recreational areas, landscape and shops convenience, while the design elements are considered by then as not satisfying. This could be due to some problems such as lack of natural lighting and ventilation caused by the design.
112 4.6.6
Comments/Opinions/Suggestions of Respondents
For Part D, respondents were encouraged to give any related comments, opinions and suggestions and the responds and the frequencies are shown in the table below.
Table 4.20 : Comments/Opinions/Suggestions by respondents
Comments/Opinions/Suggestions Not enough recreational areas. Good location. Increase safety. Not enough provision for emergencies. Lack of ventilation Not enough parking areas
Frequency 1 1 4 1 1 1
Most of the comments were related to lack of provision for safety and emergencies. This include problems such as no fencing, no emergency doors provided, and lack of safety guarding which had caused not comfortable environment for the low cost housing dwellers.
4.7
Conclusion
The chapter discussed the data sampling, questionnaire and checklist design, data analysis method and data analysis. The sampling covered low cost houses dwellers in six (6) areas in Klang Valley. The design of questionnaire surveys and checklist were also
113 discussed, and followed by the data analysis methods used, frequency analysis and index scale analysis.
The analysis of questionnaire surveys showed different background of espondents on the status, range of ages, duration of tenancy/stay and also different types of residentials. The questionnaire analysis also covered other findings such as common defective workmanships on low cost housing and respondents’ satisfaction level on other provisions in CIS 2.
The compliance of CIS 2 in the surveyed low cost houses was also shown in the checklist analysis which covered minimum planning and design requirements. The analysis showed that all the six lowcost housing had complied with the basic requirements under the standardisation.
114
CHAPTER 5
CONCLUSION
5.1
Introduction
This final chapter concludes all findings derived from the study as discussed in Chapter Four. This survey achieved its aim to determine customer satisfaction level on the quality of material and workmanship of low cost houses in the Klang Valley. This is then supported by three objectives; to study customer satisfaction concept and its relation to construction industry, to identify common defective workmanships in low cost housing in Klang Valley and to compare the quality standardisation requirements as compared to implementation level in low cost housing.
The overall conclusion regarding the aim of study and recommendations for the findings also for future study are also stated in this chapter.
115 5.2
Findings
The findings according to the objectives outlined are summarised as below:
5.2.1
Objective 1: To study customer satisfaction concept and its relation to construction industry
A comprehensive literature review was conducted to achieve the first objective. Literature review was carried out on related books, articles from journals, conference papers, and websites to achieve this objective. Customer satisfaction is the feeling that results when consumers make a positive evaluation or satisfied with their decision or post-purchase or post choice evaluation that results from a comparison between these pre-purchase expectations and actual performance.
CIRIA has listed some areas that may be improved by determining customer satisfaction such as better determination of customer uses and needs, identification of problems with customer services, a sharper focus on areas for improvement and also gaining insight for new products or service offerings. A number of customer satisfaction theories had been developed such as the Expectancy-Disconfirmation Theory (Cronin and Taylor, 1985), Gap Analysis Model (Parasuraman, 1988) and Ten Domains of Satisfaction by Berry Brodeur (1998). The Expectancy-Disconfirmation Theory is the most dominant theory which suggests that satisfaction level of customers is closely related to quality of the products.
116 The increasing demand of clients and users needs has made construction industry begins to adopt this customer satisfaction concept on construction especially on housing or residential supply. The concept of Total Quality Management (TQM) which incorporates all parties involved in construction is the best example which focuses on customer satisfaction as its main objectives. A number of quality standardisations such as CIS 2 had been introduced by CIDB with the aim to ensure that the housing estates for the low-income dwellers are developed to minimum standards suitable for human habitation. This supports the objective of National Housing Policy to increase accessibility to adequate, affordable and quality houses for all income groups.
To conclude, the concept of customer satisfaction is a concept that should not be disregarded and should be implemented in any construction nowadays especially for housing construction. The needs of customers should be considered and any designs and planning should be more customers oriented. Any concepts toward greater customer satisfaction and quality such as Total Quality Management (TQM) and Quality Function Deployment (QFD) shall be supported by all construction industry players.
5.2.2
Objective 2: To identify common defective workmanships in low cost housing in Klang Valley
The findings for this objective were derived by using questionnaire surveys with the low cost houses dwellers as the respondents. The respondents were asked to indicate the frequency of defects on workmanships on their houses. The frequencies were analyzed and the listed defects were rearranged in their respective categories according to the level of frequencies.
117 The findings indicated that the major problems related to the quality of workmanship occurring in low cost houses are on the building or structure itself such elements such as damp proof courses, concrete works, painting and woodworks. Most of the respondents seemed to be satisfied with the workmanship of other elements such services, pipe works, finishes installation and door and window fixings.
The overall findings also indicate that dwellers had not experienced very frequent problems on the quality of materials despite of the low price they had been paying for. This was shown by all the mean scores for each type of works which are still under 3.00 which indicated satisfactory.
5.2.3 Objective 3: To analyse the compliance of quality standardisation in the development of low cost housings in Klang Valley
A standard checklist was designed to see the compliance of the quality standardisation in the low cost houses. The checklist covered both planning and design requirements for low cost houses covered under CIS 2. The findings showed that the requirements were fully implemented in the low cost houses planning and design stage.
This showed that CIS 2 had been well implemented and used as an important guideline in any planning and design stage of low cost housing in Klang Valley.
118 5.3
Conclusion
Several methods had been used for the survey which involved literature work and empirical works to derive out the conclusions of the study. Literature works had been conducted with reference to related materials such as books, articles from journals, conference papers, and websites, while the empirical works were carried out by two main instruments, which are through questionnaire forms and a checklist. The data was arranged and analyzed and the findings were concluded to determine the respondents’ satisfaction level on quality of material and workmanship of low cost houses in their house.
Generally it can be concluded that the low cost house dwellers in Klang Valley seemed to be quite satisfied with the quality of material and workmanship in their houses, compared to the other factors provided in CIS 2, such as facilities and the house design. This is supported by their opinions on the quality with the price they had paid for as they think that the quality is acceptable for the price they had been paying for. However, they still think that there are some areas which should be increased on the quality aspect. Therefore revisions should be made for minimum requirements especially for low cost housing to ensure that low income groups can still afford a quality standard of life with emphasis on the facilities and design aspects.
119 5.4
Recommendations
5.4.1
Recommendations based on findings
From the survey conducted, the findings revealed that the dwellers had not been experienced so many problems with the quality of material and workmanship, but were not very satisfied with the provisions for the facilities and design of their houses. This is due to the provisions for low cost housing of CIS 2 which was developed in 1998 and had not been very relevant nowadays. Even though there were more standards had been introduced until CIS 7, these standardisations emphasised more to the IBS system generally and had not covered the minimum standardisations for low cost housing.
For example, the provision of one unit parking area for each four (4) units of low cost houses is not relevant nowadays as most of the dwellers have their own transportation. Therefore revisions should be made for minimum planning and design requirements for low cost housing to ensure that low income groups can still afford a quality standard of life with emphasis on the facilities and design aspects.
5.4.2
Recommendations for Future Study
It is recommended that further studies be carried out on certain other issues on low cost housing such as the adequacy of space or design for low cost houses with focus on related aspects such as the layout, natural lighting and ventilation. This is because these factors provided under CIS 2 had been found in the survey to be unsatisfactory to the customers. This issue had been also identified in Kuala Lumpur Structure Plan 2020 as one of major issues in Klang Valley.
120
REFERENCES
Abdullah, F. (2004). Construction Economics and Development. Skudai. Universiti Teknologi Malaysia. Abdul Majid, N. (2006). Academic Report Writing: From Research to Presentation. Skudai. Universiti Teknologi Malaysia. Abdul Rahman, H., Kwan, C.L., Woods, P.C. (1998). “Quality Function Deployment (QFD) in construction design: Application in Low Cost Housing Design”. International Journal of Quality &Reliability Management, Vol. 16, No. 6: 591605 Ashford, J.L. (1989). The Management of Quality in Construction. London. E & FN Spon. Atkinson, G. (1987). A Guide through Construction Quality Standards. England. Van Nostrand Reinhold. Barter, P. (2002). “Transport & Housing Security in the Klang Valley, Malaysia.” Singapore Journal of Tropical Geography. Vol. 23, No.3: 122-128 Bly, R.W. (1993). Keeping Clients Satisfied: Make Your Service Business More Successful and Profitable. New Jersey. Prentice Hall. Campbell, L., Finch, E. (2004). “Customer Satisfaction & Organisational Justice”. Facilities. Vol. 22, No. 7/8: 178-189
121 Chantler, J.R; Norrey, A.B; Glanville, J; Forrester, R. (1984). Basic Materials & Workmanship. Great Britain. Thomas Telford. CIRIA. http://www/ciria.org. Quality Management: Customer Satisfaction. Accessed on 12 January 2008 DBKL. http://www.dbkl.gov.my/pskl2020/english/housing/index.htm. Kuala Lumpur Structure Plan 2020. Accessed on 11 March 2008 Elias, I. (2003). “Achieving Quality in Housing Construction through Standardisation”. 2nd Asian Forum Conference Tokyo. 20 –23 Jan 2003. Tokyo: 1-3 Government of Malaysia, Eighth Malaysia Plan (2001). Percetakan Nasional Berhad. Kuala Lumpur. Government of Malaysia, Ninth Malaysia Plan (2006). Percetakan Nasional Berhad. Kuala Lumpur. Harris, E.K. (1996). Customer Service: A Practical Approach. New Jersey. Prentice Hall. Hellard, R.B. (1993). Total Quality in Construction Projects. London. Thomas Telford. Hensemark, O.C., and Albinson, M. (2004). “Customer satisfaction and retention: the experiences of individual employees”. Managing Service Quality. Vol.14, No. 1: 40-57 Hoyer, W.D., MacInnis, D,J. (2007). Consumer Behavior (4th Edition). United States. Houghton Mifflin. Kloppenberg, T.J and Petrick, J.A. (2002). Managing Project Quality. Virginia.
122 Management Concepts. Kubal, M.T. (1994). Engineered Quality in Construction. New York. McGraw Hill. Kumar, V. and Reinartz W.J. (2006). Customer Relationship Management: A Databased Approach. United States. John Wiley & Sons. Lowenstein, M.W. (1995). Customer Retention: An Integrated Process for Keeping Your Best Customers. Wisconsin. ASCC Quality Press. McCabe, Steven. (1998). Quality Improvement Techniques in Construction. England. Longman. Oberlender, G.D. (2000). Project Management for Engineering and Construction (Second Edition). United States. McGraw Hill. Phang, L.S.and Ke-Wei, P. (1996). “A framework for implementation in construction”. The TQM Magazine. Vol. 8, No. 5: 39-46 Property Times. http://www/propertytimes.com.my. A Profile of Malaysia’s Housing Industry. Accessed on 11 January 2008. Property Times. http://www/propertytimes.com.my. Impact of Budget 2004: Public Sector. Accessed on 11 January 2008. Resomme, J. (2003) “Customer Satisfaction Measurement in a business-to-business context: a conceptual framework”. Journal of Business and Industrial Marketing. Vol. 18, No. 2: 179-195 Schieffer, R. (2005). Unlocking the Mind of the Market: Ten Key Customer Insights. United States. Thomson.
123 SPNB. http://www.spnb.com.my/bm/corporate/projects_rmm.htm Projek Perumahan Rakyat. Accessed on 11 January 2008. Talha, M. (2004). “Total Quality Management (TQM): an overview”. The Bottom Line: Managing Library Finances. Vol. 17, No. 1: 15-19 Tang, S.L; Ahmed, S.M; Aoieong, R.T and Poon, S.W. (2005). Construction Quality Management. Hong Kong. Hong Kong University Press. Taylor, T. (2007). Residential Integrator’s Customer Relations. New York. Thomson. Wah, L.S, Min, L.C. and Ann, T.W. (1994). ISO 9000 in Construction. Singapore. McGraw Hill. Wikipedia. http://en.wikipedia.org/wiki/Timeliness. Timeliness. Accessed on 14 March 2008. Wikipedia. http://en.wikipedia.org/wiki/Customer_satisfaction. Customer Satisfaction. Accessed on 12 January 2008. Wikipedia. http://en.wikipedia.org/wiki/Innovation. Innovation. Accessed on 14 March 2008. Woodruff, R.B., Gardial, S.F. (1996). Know Your Customer : New Approaches to Understanding Customer Value & Satisfaction. Oxford. Blackwell Business. Zikmund, W.G., McLeod, R., Gilbert, F.W. (2003). Customer Relationship Management: Integrating Marketing Strategy and Information Technology. United States. Wiley.
124 FAKULTI KEJURUTERAAN AWAM UNIVERSITI TEKNOLOGI MALAYSIA TAHAP KEPUASAN PENGGUNA TERHADAP KUALITI KERJA BINAAN PERUMAHAN KOS RENDAH DI LEMBAH KLANG (Customer’s Satisfaction Towards Quality of Workmanship of Low Cost Housing in Klang Valley)
BORANG SOAL SELIDIK Tujuan dan Objektif Kajian:‐ Kajian ini adalah bertujuan untuk mengenalpasti tahap kepuasan pengguna terhadap kualiti kerja binaan perumahan kos rendah di Lembah Klang. Objektif kajian ialah untuk : 1.Mengkaji konsep kepuasan pengguna dan kaitannya dalam industri binaan 2.Mengenalpasti masalah kualiti kerja binaan yang sering dihadapi di perumahan kos rendah di kawasan Lembah Klang 3.Menentukan tahap perlaksanaan peruntukan kualiti perumahan kos rendah CIS2 CIDB terhadap perumahan kos rendah di sekitar Lembah Klang Segala maklumat yang akan diberikan adalah sulit dan hanya digunakan untuk tujuan kajian ini sahaja. Skop:‐ Skop kajian ini melibatkan tahap kepuasan pengguna terhadap kualiti kerja binaan perumahan kos rendah di sekitar Lembah Klang. Soal‐selidik ini terbahagi kepada empat(4) bahagian iaitu: Bahagian A : Maklumat Am Penghuni Bahagian B : Tahap Kepuasan terhadap ciri‐ciri kediaman Bahagian C : Masalah kualiti kerja dan binaan yang dihadapi Bahagian D : Komen/Pandangan/Cadangan Soal selidik ini hanya mengambil masa tidak lebih dari 10 minit untuk dijawab. Kerjasama anda amat dihargai dan diucapkan terima kasih. FAIZAH BINTI ABU BAKAR Sarjana Sains (Pengurusan Pembinaan), Blok W3, Bilik 117, Kolej Datin Seri Endon (12), Universiti Teknologi Malaysia, 81310 Skudai, Johor Darul Takzim. E‐mail : [email protected] Telefon : 019 ‐ 3982938
125 BAHAGIAN A : MAKLUMAT AM PENGHUNI 1. Nyatakan sama ada anda adalah penyewa atau pemilik kediaman ini. Penyewa Pemilik 2. Jenis Kediaman : Rumah Pangsa Apartmen
3.
Lingkungan umur : 18 – 25 tahun 25 – 30 tahun 30 – 40 tahun 40 – 50 tahun > 50 tahun
5. Pekerjaan :
4. Tempoh mendiami :
CUSTOMER SATISFACTION TOWARDS QUALITY OF WORKMANSHIP IN LOW COST HOUSINGS IN KLANG VALLEY
FAIZAH BINTI ABU BAKAR
A project report submitted in partial fulfillment of the requirements for the award of the degree of Master of Science (Construction Management)
Faculty of Civil Engineering Universiti Teknologi Malaysia
JUNE, 2008
5
To my beloved father, mother, siblings and friends
6
ACKNOWLEDGEMENT
First and foremost, grateful thanks to Allah S.W.T for guiding and helping me through out the completion of this dissertation. I also would like to extend my deepest gratitude to my supervisor, Assoc Prof. Dr. Aminah bt. Md. Yusof for her kind assistance and advice throughout this master project. Not to be forgotten are other lecturers in Construction Management who also helped a lot during the completion of this dissertation. I am also thankful to all the respondents of this study, especially for the dwellers of followings; Kuarters DBKL Pantai Permai, Apartmen Cempaka, Bandar Sri Damansara, PPR Seri Kota Cheras, PPR Desa Tun Razak, PPR Taman Mulia Bandar Tasik Selatan and Teratak Muhibbah, Shah Alam for their best commitments and helps in my survey. Your kind and generous help will always be in my mind. Last but not least is my appreciation and gratitude to my beloved father and mother, Assoc. Prof. Dr. Abu Bakar Mahat and Mrs. Fauziah Mohd. Zin and also to my siblings for their everlasting love, encouragement and support during my study. I also would like to thank my entire friends especially those in MAM 2007/2008 for their helps and greatest friendship during the study.
7
ABSTRACT
Customer satisfaction is a very popular concept in many industries nowadays including housing industry. In order to enhance quality in the housing industry, the government has introduced CIS 2 as the minimum standardisation requirement for low cost housing. The objective of the survey is to determine customer satisfaction towards the quality of material and workmanship in low cost houses in the Klang Valley. The data was collected by three methods which are by literature review, questionnaire survey and observations on the low cost units. The respondents for the surveys covered fifty (50) low cost housing dwellers in six (6) low cost housings in the Klang Valley area. Statistical Package for Social Sciences Software (SPSS) was used for data analysis based on frequency and average index analysis. The analysis shows the result that the provisions under CIS 2 were fully implemented in the six (6) low cost housings surveyed. However, there are common workmanship defects experienced by the low cost housing dwellers mostly related to the building construction. Despite these defects, the customers or the users of low cost housing in the Klang Valley were generally satisfied with the quality of material and workmanship compared to other unsatisfactory factors covered under CIS 2 such as design and facilities.
8
ABSTRAK
Konsep kepuasan pengguna merupakan konsep yang semakin mendapat tempat di dalam pelbagai industri pada hari ini termasuklah industri perumahan. Sebagai usaha untuk meningkatkan kualiti perumahan negara, kerajaan telah memperkenalkan CIS 2 sebagai peruntukan seragam bagi perumahan kos rendah di negara ini. Objektif kajian ini adalah untuk mengenalpasti tahap kepuasan pengguna terhadap kualiti bahan dan kerja binaan bagi perumahan-perumahan kos rendah di Lembah Klang. Data-data yang diperlukan diperolehi melalui kajian literatur, boang soal selidik dan kaedah pemerhatian terhadap perumahan kos rendah terlibat. Responden kajian adalah meliputi lima puluh (50) penghuni bagi enam perumahan kos rendah di sekitar kawasan Lembah Klang. Statistical Package for Social Sciences Software (SPSS) digunakan untuk analisis frekuensi dan skala indeks. Analisis data menunjukkan bahawa peruntukan seragam CIS 2 telah dilaksanakan sepenuhnya terhadap enam perumahan kos rendah tersebut. Namun begitu, terdapat beberapa masalah berkenaan kerja binaan bagi perumahan kos rendah tersebut dengan majoriti masalah adalah berkaitan dengan pembinaan bangunan itu sendiri. Di sebalik masalah-masalah yang dihadapi, para penghuni perumahan kos rendah di Lembah Klang masih berpuas hati dengan kualiti bahan dan kerja binaan dan berpendapat bahawa ia adalah berpatutan dengan harga yang telah dibayar, berbanding dengan peruntukan lain di bawah CIS 2 seperti rekabentuk rumah dan kemudahan infrastruktur yang disediakan.
9
CONTENTS
CHAPTER
CHAPTER 1
TITLE
PAGE
DECLARATION
ii
DEDICATION
iii
ACKNOWLEDGEMENTS
iv
ABSTRACT
v
ABSTRAK
vi
TABLE OF CONTENTS
vii
LIST OF TABLES
xiii
LIST OF FIGURES
xv
LIST OF APPENDICES
xvi
INTRODUCTION
1
1.1
Background
1
1.2
Problem Statement
3
1.3
Aims and Objectives
4
1.4
Scope of Study
5
1.5
Brief Research Methodology
5
1.5.1
Preliminary Study
6
1.5.2
Literature Review
6
1.5.3
Data Collection
7
1.5.4 Data Analysis
7
1.5.5
7
Conclusion
10 CHAPTER 2
LOW COST HOUSING IN MALAYSIA
9
2.1
Introduction
9
2.2
Overview of Malaysia Housing Policy
9
2.2.1
Ninth Malaysia Plan (2006-2010)
10
2.2.1.1 Aim of the Ninth Malaysia Plan
10
2.2.1.2 Objective of the Ninth Malaysia
10
Plan 2.2.1.3 Policy thrusts of the Ninth
11
Malaysia Plan 2.2.2
Eighth Malaysia Plan (2001 - 2005)
12
2.2.2.1 Aim of the Eighth Malaysia Plan
12
2.2.2.2 Objective of the Eighth
12
Malaysia Plan 2.2.2.3 Policy thrusts of the Eighth
13
Malaysia Plan 2.3
2.4
Housing Price Categories in Malaysia
14
2.3.1 Low Cost
15
2.3.2 Low Medium Cost
15
2.3.3
15
Medium Cost and High Cost
Low Cost Housing Programmes
16
2.4.1
18
Low Cost Housing Revolving Fund (LCHRF)
2.4.2
Public Low Cost Housing Programme
18
(PLHP) 2.4.3
Syarikat Perumahan Negara Malaysia
18
Berhad (SPNB) 2.4.4
Program Perumahan Rakyat Bersepadu
19
(PPRB) 2.5
Housing in Klang Valley
19
2.5.1
Housing Stock
21
2.5.2
Household Income and House Affordability 23
11 2.6
Low Cost Housing in Klang Valley
24
2.6.1
25
Issues of Low Cost Housing in Klang Valley
2.7
CHAPTER 3
Conclusion
27
CUSTOMER SATISFACTION AND QUALITY
28
3.1
Introduction
28
3.2
Customer Satisfaction and Quality Concept
28
3.3
Customer Satisfaction
30
3.3.1
Definition of Customer Satisfaction
30
3.3.2
Importance of Determining Customer
31
Satisfaction 3.4
3.5
Customer Satisfaction Theories
32
3.4.1
The Expectancy-Disconfirmation Theory
33
3.4.2
Berry Brodeur’s Domains of Satisfaction
34
Concept of Quality
38
3.5.1
Quality of Goods or Products
38
3.5.2
Quality of Services
39
3.6
Quality in Housing
40
3.7
Quality Standardisations of Housing in Malaysia
42
3.7.1
42
Standardisation using Malaysian Standard (MS1064)
3.7.2
Standardisation through Construction
43
Industry Standards (CIS 1 and CIS 2) 3.8
Factors influencing Quality of Low Cost House
46
3.8.1 Structural soundness
46
3.8.2
Building materials
46
3.8.3
Workmanship
46
3.8.4
Environmental conditions
47
12
3.9
3.8.5
Home security and safety during emergency 47
3.8.6
Size of flat
47
3.8.7
Basic amenities
47
3.8.8
Maintenance work
48
3.8.9 Layout of flat
48
3.8.10 Internal condition
48
3.8.11 Location of flat
49
3.8.12 Appearance/Outlook design of flat
49
Quality of Building Materials and Workmanship
50
3.9.1
50
Requirements of quality in building materials and workmanship in CIS 2
3.10
CHAPTER 4
Conclusion
51
DATA COLLECTION AND ANALYSIS
55
4.1
Introduction
55
4.2
Questionnaire Sample Distribution
55
4.3
Questionnaire Design
56
4.3.1
Part A
56
4.3.2
Part B
56
4.3.3
Part C
56
4.3.4
Part D
62
4.4
4.5
4.6
Checklist of CIS 2 Implementation
62
4.4.1
Minimum Planning Requirements
62
4.4.2
Minimum Design Requirements
63
Data Analysis Methods
63
4.5.1
Frequency Analysis
64
4.5.2
Index Scale Analysis
64
Data Analysis
65
4.6.1 Respondents Background
66
13
4.6.2
4.6.1.1 Respondents Status
66
4.6.1.2 Types of Residential
67
4.6.1.3 Duration of Tenancy/Stay
68
4.6.1.4 Age of Respondents
69
Common Defective Workmanships in
70
Low Cost Houses in Klang Valley 4.6.2.1 ‘Very Often’ Defective
75
Workmanships 4.6.2.2 ‘Often’ Defective Workmanships
75
4.6.2.3 ‘Sometimes’ Defective
75
Workmanships
4.6.3
4.6.2.4 ‘Rarely’ Defective Workmanships
76
4.6.2.5 ‘Never’ Defective Workmanships
77
Value for Money and the Need to
80
Increase Quality of Material and Workmanship 4.6.4
Compliance of quality standardisation in
82
low cost housing 4.6.5 Respondents satisfaction level on other
86
provisions under Construction Industry Standard (CIS) 2
4.6.6
4.6.5.1 Non Satisfying Aspects
90
4.6.5.2 Less Satisfying Aspects
90
4.6.5.3 ‘Neutral’ Aspects
91
4.6.5.4 Satisfying Aspects
91
4.6.5.5 Highly Satisfying Aspects
91
Comments/Opinions/Suggestions of
94
Respondents 4.7
Conclusion
94
14 CHAPTER 5
CONCLUSION
96
5.1
Introduction
96
5.2
Findings
97
5.2.1
Objective 1: To study customer satisfaction 97 concepts and its relation to construction industry
5.2.2
Objective 2: To identify common defective 98 workmanships in low cost housing in Klang Valley
5.2.3
Objective 3: To analyse the compliance
99
of quality standardisation in the development of low cost housings in Klang Valley 5.3
Conclusion
100
5.4
Recommendations
101
5.4.1 Recommendations based on findings
101
5.4.2
101
Recommendations for Future Study
REFERENCES
102
APPENDICES
107
15
LIST OF TABLES
TABLE NO
TITLE
PAGE
2.1
Housing Price Categories and Target Groups in Malaysia
14
2.2
Public and Private Sector Housing Targets, 2006-2010
17
2.3
Housing Projects under SPNB
19
2.4
Housing Stock in Kuala Lumpur, 2000
22
2.5
Household income and House Affordability in Kuala Lumpur
23
2.6
Completed Low Cost Housing according to State, 1996-2000
24
3.1
Quality Dimensions of Goods/Products
38
3.2
Quality Dimensions of Services
39
3.3
Factors influencing Customer Satisfaction of Low Cost
46
Housing Quality 3.4
Minimum Floor Finishes for Low Cost Flats
52
3.5
Minimum Wall Finishes for Low Cost Flats
52
3.6
Minimum Fittings for Low Cost Flats
53
4.1
Likert Scales for Part B
58
4.2
Types of defects in workmanship categorized by trades of work
59
4.3
Likert Scales for Part B
60
4.4
Likert Scales for Question 11
61
4.5
Likert Scales for Question 12
61
4.6
Mean Index and Standard Deviation for Common Defective
70
Workmanship 4.7
Index Scales for Frequency of Defects
73
4.8
Types of defects with Mean Index and Category
77
16 4.9
Types of works with Mean Index and Category
79
4.10
Index Scales for Question 11
82
4.11
Index Scales for Question 12
82
4.12
Mean Scores for Question 11 and 12
82
4.13
Implementation level of CIS 2 minimum planning requirements
84
4.14
Implementation level of CIS 2 minimum design requirements
85
4.15
Mean Index and Standard Deviation for Satisfaction to other
86
elements in CIS 2 4.16
Index Scales for Degree of Satisfaction
88
4.17
Categories and Number with Percentage
92
4.18
Index Scales for Degree of Satisfaction
93
4.19
Elements of aspects with Mean Index and Category
93
4.20
Comments/Opinions/Suggestions by respondents
94
17
LIST OF FIGURES
FIGURE NO
TITLE
PAGE
1.1
Methodology of the Research
8
2.1
Map of Klang Valley
21
3.1
The customer satisfaction theory
33
3.2
The determination process of delight, satisfaction and
34
dissatisfaction 3.3
Quality in Construction
41
4.1
Average Scale Deviation Calculation
64
4.2
Respondent’s status
66
4.3
Types of residential
67
4.4
Duration of Tenancy/Stay
68
4.5
Age of respondents
69
4.6
Common defective workmanships in low cost houses in
74
Klang Valley 4.7
Common defective workmanships in low cost houses in
79
Klang Valley 4.8
Respondents satisfaction level on other provisions under CIS 2
89
18
LIST OF APPENDICES
APPENDIX NO.
TITLE
PAGE
A
Questionnaire Form
107
B
Checklist of CIS 2 Implementation
110
C
SPSS Data Analysis
111
19
CHAPTER 1
INTRODUCTION
1.6
Background
Construction industry is one of economic sectors which plays an important role in the economic development of the country. The Gross Domestic Product (GDP) in 2001 shows that the construction industry covers 3.4% of the overall GDP. However, the importance of the construction sector should not be determined by its size, but to its role in the economic development which produces all facilities needed by other producers and ultimate consumers (Fadhlin Abdullah, 2004). This is due to the fact that the construction sector covers various types of construction such as civil engineering, special trade construction, non-residential, and also residential.
The residential housing construction is the second highest type of construction after civil engineering (Department of Statistics, Malaysia) as housing provision has been a crucial issue in developing countries including Malaysia. Under the Ninth Malaysia Plan (2000-2010), it is stated that the fourth thrust of the National Mission is to improve the standard and the sustainability of the quality of life.
20 To achieve this objective, the Government continues to provide basic needs such as water, energy, housing and transportation to the citizens. This effort continued the Eighth Plan objective of increasing accessibility to adequate, affordable and quality houses for all income groups where the priority was given to the development of low and low medium cost houses. The number of houses built in the Eighth Malaysia Plan had exceeded the set targets and for the Ninth Malaysia Plan, the Government plan to build approximately 43,800 units of low cost houses through Program Perumahan Rakyat.
In addition to low cost housing, the development of low cost had also been undertaken. The success of these low medium cost housing developments had significantly helped to overcome housing problems such as illegal housing or squatters. For an example, 5,000 people from 100 families and 200 illegal backyard factory operators from the squatters in Salak South, Kuala Lumpur had been relocated to other low cost and low medium cost housing estates in and around the Klang Valley (Property Times, 26 June 2006).
This showed the success of low cost housing as a way to provide Malaysian, particularly the low income categories, accessibility to adequate and affordable housing. Thus the effort to house the low and middle income group with these low cost housing programmes should be undertaken without compromising the quality of the dwellers to ensure that all income groups will have equal rights for quality houses.
21 1.7
Problem Statement
The construction industry has always been under criticisms for its defective works and poor quality. This is related to some causes such as unskilled construction workers, inexperienced site supervisors, sub-standard materials, disorganized and labour intensive construction works, rushed construction job and huge demand for the properties (Elias, 2003).
Quality disputes in construction have been commonly studied by researchers such as Woods (1998), Elias (2003) and Holm (2004). All the researches had shown that quality in construction is very essential nowadays as the owner’s concern on the goods delivered to them increased. They are also more particular about the quality of the properties they bought (Hamzah, 2003). In other words, the consumers or customers nowadays seem to be more demanding on what they are paying for.
As the concern on quality increased, the Malaysian government has identified and focused on the aspect of standardisation as part of its effort to enhance quality in construction especially for the housing industry. Two main standardisations that have been used for housing industry are Malaysian Standard (MS) and Construction Industry Standards (CIS). These standardisations outline the minimum requirements of achieving the required quality in housing.
The major concern is, are these two standardisations have achieved the objective to enhance quality in housing construction? Have these standardisations been applied to the construction of low cost housing? If so, how these could contribute to the dwellers satisfaction? Are they satisfied with the quality standard of low cost housing which should be covered under these standardisations?
22 It had been highlighted in the Kuala Lumpur Structure Plan 2020 that the main problem related to low cost housing are poor quality of workmanship and materials in low cost housing development. This has resulted high maintenance cost for this type of housing. A research by Low and Goh (2001) showed that poor workmanship is the major factor that influences quality in construction.
Hence, the study should be carried out to analyze the satisfaction level of low cost housing dwellers or the customers on the quality of material and workmanship. It is important to note that even though the lower cost may cause the use of cheaper materials, the customers still have the rights to good workmanship and material which is of the same value with the price of their house and complies the minimum quality standardisations outlined by the government.
1.8
Aims and Objectives
The aim of this research is to identify customers’ satisfaction level on quality of material and workmanship of low cost housing in Klang Valley. This aim will be supported by the following objectives: a)
To study customer satisfaction concept and its relation to construction industry
b)
To identify common defective workmanships in low cost housing in Klang Valley
c)
To analyse the compliance of quality standardisation in the development of low cost housings in Klang Valley
23 1.9
Scope of Study
A research by Hamzah, Kwan and Woods (1998) had identified customers demand on the quality of low cost houses in Malaysia and developed a typical Quality Chart for a low cost flat based on this customer’s expectation. This chart comprises of twelve related factors influencing the quality of low cost housings as viewed by customers which also includes workmanships.
The low qualities of building materials and workmanships have also been identified as the main problems for low cost housing in the Kuala Lumpur Structure Plan 2020. These problems have also resulted high maintenance for this type of houses. This research will look further on the workmanship factor by focusing on low cost housings in Klang Valley. The respondents of the research will cover the low cost housing dwellers in Klang Valley. The respondents will be asked to give their satisfaction level on the quality of materials and workmanship of their house.
1.10
Brief Research Methodology
The research was conducted by following some major processes such as shown in Figure 1.1. The major processes include:
24 a)
Stage 1: Preliminary Study
b)
Stage 2: Literature review
c)
Stage 3: Data collection process
d)
Stage 4: Data analysis
e)
Stage 5: Conclusion
1.5.1 Preliminary Study
This stage includes identifying problems and also determining topic and area of the research. This was done by referring articles and journals and also by observations on the current issues on construction. The main problem, aims and objectives were identified before literature review was carried out.
1.5.2 Literature Review
As the topic of the research determined, literature review was carried out to further explore the related topics. Important terms and keywords such as low cost housing, quality, and customer satisfaction were defined for better understanding before the data collection process began.
25 1.5.3
Data Collection
The data collection process involved two types of data; primary and secondary data. The primary data was collected by questionnaires which aim at identifying the customer satisfaction level on quality and workmanship in low cost houses construction. The survey on selected units to observe the quality of low cost house unit as compared to the requirements in standardisations in CIS 2 had also been carried out. The secondary data was gathered from reports, articles, journals conference papers and books.
1.5.4 Data Analysis
All of the data collected was scheduled and analysed. The Statistical Package for the Social Sciences (SPSS) software was used to analyse the data. Two methods used are frequency analysis and average index analysis. The output was presented in the form of charts and schedules.
1.5.5
Conclusion
This stage includes the summary and conclusion for all the data analysed. The final stage involved assimilation of the findings. The findings were concluded and some recommendations were made for future study.
26
National Housing Policy
IDENTIFY PROBLEM
Low Cost Housing
DETERMINE RESEARCH AREA
Journals
DETERMINE RESEARCH TOPIC
Low quality in low cost housing Customer Satisfaction Quality & Workmanship
Low Cost Housing
Reports
Conference Papers
LITERATURE REVIEW
Quality Standardisation s
Books
Primary Data
Customer Satisfaction
DATA COLLECTION
Questionnaires
Secondary Data Literature Study
Survey Unit (based on CIS) Frequency Analysis SPSS
DATA ANALYSIS Index Scale Analysis
CONCLUSION
Figure 1.1: Methodology of the Research
27
CHAPTER 2
LOW COST HOUSING IN MALAYSIA
2.1
Introduction
The study attempts to study quality of workmanship in low cost housing in Klang Valley. Thus, to get an insight of the issue, this chapter discusses low cost housing in Malaysia which is relevant to the study. The discussion covers the overview of national housing policy, housing price categories, low cost housing program, and finally an overview of low cost housing in Klang Valley.
2.2
An Overview of National Housing Policy
Housing is a basic social need that is necessary for decent living, providing security and shelter for the family. The government has given priority on development programs, which aimed at improving the quality of life. This includes providing adequate housing especially for the low income groups. Low cost houses have been provided by public sectors to fulfil its social obligation. Nonetheless, effort has been
28 made to get the private sector to participate in the provision of low cost housing. The privates are normally interested in the development of medium cost houses and high cost houses.
The national housing policy is emphasised through housing programs and strategies outlined in the national development plan such as included in the Eighth Malaysia Plan (2001-2005) and the latest Ninth Malaysia Plan (2006-2010).
2.2.1
Ninth Malaysia Plan (2006-2010)
2.2.1.1 Aim of the Ninth Malaysia Plan
The aim of the housing development programs in the Ninth Plan is to ensure that Malaysians of all income levels will have access to adequate, quality and affordable homes, particularly the low income group.
2.2.1.2 Objectives of the Ninth Malaysia Plan
The aim of the Ninth Malaysia Plan is supported by several objectives: a)
Encouraging the private sector to build more low and low medium cost houses in their mixed-development projects
29 b)
Concentrating the public sector to building low-cost houses as well as houses for public sector employees, the disadvantaged and the poor in urban and rural areas
c)
Enhancing the quality of life of the urban population
d)
Provision of more systematic and well organised urban services programs will emphasise
on
sustainable
development,
promoting
greater
community
participation and social integration of the population
2.2.1.3 Policy thrusts of the Ninth Malaysia Plan
Policy thrusts for housing and other social services in the Ninth Malaysia Plan are as follows: a)
providing adequate, affordable and quality houses, particularly to meet the needs of the low-income group, with greater emphasis on appropriate locations and conducive living environment
b)
reviewing laws and regulations to ensure proper development of the housing sector
c)
encouraging private sector participation in the construction of low and lowmedium-cost houses
d)
improving the efficiency and capability of local authorities
e)
ensuring provision of quality urban services
f)
encouraging greater community participation in urban development
30 The housing policies under Ninth Malaysia Plan support the previous policies under Eight Malaysia Plan as below:
2.2.2
Eighth Malaysia Plan (2001 - 2005)
2.2.2.1 Aim of the Eighth Malaysia Plan
The aim of the housing development programmes in the Eighth Plan period is to improve the quality of life and contributing towards the formation of a caring society.
2.2.2.2 Objective of the Eighth Malaysia Plan
The aim of the Eighth Malaysia Plan is supported by several objectives:
a)
Increase accessibility to adequate, affordable and quality houses for all income groups
b)
Priority to development of low and low medium-cost houses
c)
Both the public and the private sectors to intensify their efforts in the implementation of the housing programmes to meet increasing demand
d)
Provision of other social services to be continued and expanded with a view towards improving the quality of life, inculcating positive values and encouraging self-reliance
31 2.2.2.3 Policy thrusts of the Eighth Malaysia Plan
The policy thrusts are as follows: a)
Providing adequate, affordable and quality houses for all income groups with emphasis on the development of low and low medium cost houses
b)
Improving the delivery and quality as well as expanding the coverage of urban services
c)
Fostering harmonious living among the various communities as well as building strong and resilient families towards creating a caring society
d)
Enhancing the aesthetic aspects of life through greater participation in sports and recreation as well as the arts and cultural activities
In conclusion, the national housing policy aims at increasing the quality of life of the citizens without compromising the income level to ensure that all citizens have equal rights for quality housing. To achieve this, a number of housing price categories were introduced by the government according to different target groups as discussed in the next section.
32 2.3
Housing Price Categories in Malaysia
The housing price categories in Malaysia based on the Ministry of Housing and Local Government definition can be divided into four categories as listed in Table 2.1. The price structure remained until government announced a new revised price for low cost housing in 1998. These price categories are divided according to the house price per unit and target groups or income per month.
Table 2.1: Housing Price Categories and Target Groups in Malaysia
Category
House Price Per Unit
Target Groups/ Income per month
Before June 1998 Low Cost Low Medium Cost Medium Cost High Cost
Below RM 25,000 RM 25,001 – RM 60,000 RM60,001 – RM 100,00 More than RM 100,001
Below RM 750 RM 750 – RM 1,500 RM 1,501 – RM 2,500 More than RM 2,501
Below RM 42,000
Below RM 1,500 (Depend on House Type) RM 1,501 – RM 2,500 Not Stated Not Stated
After June 1998 Low Cost Low Medium Cost Medium Cost High Cost
RM 42,001 – RM 60,000 RM60,001 – RM 100,00 More than RM 100,001
(Source: Ministry of Housing and Local Government Malaysia)
33 2.3.1
Low Cost
Low cost houses are targeted for lower income group with income of below RM 1,500 per month as shown in Table 2.2. The overall performance of low cost houses built in Eighth Plan was encouraging with 200,513 units completed or 86.4 percent of the Plan target. Of this total, 51.5 percent was constructed by the public sector including state economic development corporations (SEDCs).
To ensure an adequate supply of low cost houses for the low income group, any mixed development projects undertaken by private developers continued to be guided by the 30 percent low cost housing policy requirement in any development.
2.3.2
Low Medium Cost
Low medium cost houses cover income group with income of RM 1,501 until RM 2,500 per month. A total of 63.9 percent of low medium cost houses were completed during Eighth Plan period. Of this total, the private sector constructed 61,084 units or 72.8 percent. The SPNB constructed a total of 3,898 houses under the Program Perumahan Mampu Milik.
2.3.3
Medium Cost and High Cost
The target group for medium cost and high cost houses is not stated as it covers various income groups. The increasing demand for houses in this category seems to be increased. This is shown by a total number of medium and high cost houses constructed
34 by the private sector during the Eighth Plan period which far exceeding the target.
The public sector constructed 30,098 medium cost houses and 22,510 high cost houses, which met 64.4 percent and 112.6 percent of the Eigth Plan target respectively. These houses were mainly built by corporations such as SEDCs and SPNB for sale to the general public as well as by government agencies for quarters.
Amongst the four categories of housing categories, low cost housing is the most significant category which gives influence to the social development. Next section discusses low cost housing programmes introduced by the government to ensure affordability of the low income groups to quality houses.
2.4
Low cost Housing Programmes
Several measures were undertaken by the government to accelerate the implementation of housing programmes, particularly low cost housing. This is to meet target of completing low cost housing which is 9.5 percent of total housing targets, or 35 percent of public sector targets, as shown in Table 2.2. This target helps to ensure adequate and affordable low cost housing especially in Klang Valley which is the most developed area in Malaysia.
35 Table 2.2: Public and Private Sector Housing Targets, 2006-2010
Housing for the Poor
Programme
Public Sector 1) Low Cost Housing 2) Housing for the hardcore poor (PPRT) 3) Housing by Commercial Agencies 4) Housing by Land Schemes 5) Institutional Quarters Staff Accommodation Private Sector 1) Private Developers 2) Cooperative Societies Total %
Number of Units Low Low Medium Medium Cost Cost Cost
20,000 -
85,000 67,000
20,000
-
37,005 -
High Cost
Number % of of Units Total
28,700 -
197,805 67,000
27.9 9.5
-
20,000
2.8
57,405
8.1
-
5,000
0.7
24,000
48,400
6.8
183,600 199,095 178,000 194,495
511,595 492,595
72.1 69.4
4,600
19,000
2.7
27,100 -
-
13,500
31,005
-
4,500
500
-
-
5,500
-
80,400 77,700
48,500 42,400
-
2,700
6,100
20,000 165,400 2.8 23.3
85,505 12.1
Total
8,200
18,900
5,600
4,700
210,700 227,795 29.7 32.1
709,400 100.0 100.0
(Source: Ministry of Housing and Local Government Malaysia)
The programmes include the extension of the Low-Cost Housing Revolving Fund (LCHRF) and the establishment of Syarikat Perumahan Negara Malaysia Berhad (SPNB) in 1997 and the introduction of a new pricing scheme as shown in Table 2.1.
36 2.4.1 Low Cost Housing Revolving Fund (LCHRF)
This programme was set up to manage the accounts administered by the Kumpulan Wang Amanah Pinjaman Perumahan to the low income groups. The objective of this programme is to award finance to those who do not have a source of loan to purchase or to build a low cost house to improve their standard of living. The maximum loan is RM20,000 and the targeted income is less than RM1,200 a month.
2.4.2
Public Low Cost Housing Programme (PLHP)
Under the Public Low-cost Housing Programme (PLHP) for the low income group, a total of 27,006 low-cost houses were constructed involving 70 projects during the plan period. These projects were implemented by state governments through loans provided by the Federal Government and mainly concentrated in small towns and suburban areas. These houses were sold to eligible buyers registered under the computerised open registration system administered by the respective state governments.
2.4.3 Syarikat Perumahan Negara Malaysia Berhad (SPNB)
Since its establishment, SPNB approved RM732.8 million in bridging loans for the construction of 50,725 units of houses, ranging from low-cost to medium cost houses. Under the four-tier pricing scheme introduced in June 1998, the price of lowcost houses ranged from RM25,000 to RM42,000 depending on the location and type of houses. This was implemented as an incentive to housing developers to participate more actively in providing low-cost houses for the public.
37 By Affordable Housing Scheme or Skim Rumah Mampu Milik (RMM) developed by SPNB, the houses built should satisfy the requirements of minimum three bedrooms and two bathrooms to achieve the concept of family-friendly for housing. The types of houses build by SPNB are as follows:
Table 2.3: Housing Projects under SPNB
Types of Houses
Area*
Price ** (Peninsular of Malaysia)
Price ** (Sabah & Sarawak)
Low Cost Houses
700ft2
From RM25,000
From RM50,00
Low Medium Cost Houses
750ft2
From RM50,000
From RM60,00
800ft2 and above
From RM70,00
From RM100,00
Medium Cost
* Subject to changes ** Subject to terms and conditions (Source: SPNB Website, 2008)
All houses under SPNB are opened to all income groups except low cost houses. SPNB laid some requirements to be met by buyers seeking for the low cost houses. The conditions are:
a)
Applicants must be Malaysia citizens
b)
The age of applicants is between 21 to 50 years old
c)
Not owning any houses or land in any places in Malaysia
38 2.4.4 Program Perumahan Rakyat Bersepadu (PPRB)
A special low cost housing programme, Program Perumahan Rakyat Bersepadu (PPRB) was also launched by the government in December 1998, with the objective of resettling squatters in urban areas particularly in the Federal Territory of Kuala Lumpur and other major towns. Under this programme, 37,241 low-cost houses were completed and rented out to those eligible. Out of this total, 24,654 units were built in Kuala Lumpur while 12,587 units in other major towns throughout the country.
Most of these low cost housing programmes were implemented in the Klang Valley area, which is the most developed city in Malaysia. Therefore, in the next section an overview of housings in Klang Valley with focus on its low cost housings is further discussed.
2.5
Housing in Klang Valley
Klang Valley comprises Kuala Lumpur and its sub urbans, and also adjoining cities and towns in the state of Selangor. It is geographically delineated by Titiwangsa Mountains to the north and east and the Strait of Malacca to the west. It has a total population of over 4 million as of 2004, and is the heartland of Malaysia's industry and commerce. The population in the Klang Valley has expanded to 5.2 million, and in 2006, the population in this area was 6.5 million.
39
Figure 2.1: Map of Klang Valley
Klang Valley comprises of the following areas and their corresponding local authorities:
a)
Federal Territory of Kuala Lumpur
b)
Federal Territory of Putrajaya
c)
District of Petaling -
Shah Alam
-
Petaling Jaya
-
Subang Jaya
d)
District of Klang
e)
District of Gombak
f)
District of Hulu Langat
g)
District of Sepang
40 2.5.1 Housing Stock
Based on Kuala Lumpur Structure Plan 2020, there is mismatch between the affordability and houses available in the market as in the year 2000. For example, in the year 2000 there are 328,205 units of house as compared to total household number of 348,800.
The housing stock in Kuala Lumpur in 2000 as stated in Kuala Lumpur Structure Plan 2020 is shown in Table 2.4. This shows that for low cost housing the number has nearly achieved the target of 30 percent of the overall housing stock in Kuala Lumpur.
Table 2.4: Housing Stock in Kuala Lumpur, 2000
Price Category Low Cost Low Medium Cost Medium Cost High Cost Temporary House Others Total
Unit
%
111,906 14,993 61,345 184,725 40,350 15,489
26.1 3.4 14.3 43.1 9.4 3.6
428,808
100
(Source: City Hall Kuala Lumpur)
41 2.5.2
Household Income and House Affordability
The household income and house affordability in the year 2000 based on Kuala Lumpur Structure Plan 2020 is shown in Table 2.5.
Table 2.5: Household income and House Affordability in Kuala Lumpur
%
Affordability for house (RM)
House Category
Less than 499 500-999 1000-1499 1500-1999
0.7 7.4 11.8 12.8
Below RM42,000
Low Cost
Total
32.7
2000 – 2499 2500 – 2999
11.0 9.5
RM42,001 – RM85,000
Low Medium Cost
Total
20.5
3000 – 3499 3500 – 3999
8.3 6.0
RM85,001 – RM150,000
Medium Cost
Total
20.5 More than RM150,000
High Cost
Income Category
4000 – 4999 More than 5000 Total
26.3 (Source: City Hall Kuala Lumpur)
The table clearly shows that majority of the citizens are grouped under low income category with the income of less than RM 2,000 per month, and affordability of below RM 42,000 for houses. This has led to high demand for low cost houses in Kuala Lumpur, compared to other housing categories. High cost housing forms the second highest category with 26.3 percent of them.
42 2.6
Low Cost Housing in Klang Valley
Construction of low cost houses in Kuala Lumpur is the second highest in the year 2000 with 18.2 percent, after Pulau Pinang with 47.7 percent and followed by Selangor with 10.8 percent. This forms about 29 percent of low cost housing in Klang Valley.
Table 2.6: Completed Low Cost Housing according to State, 1996-2000
State Kuala Lumpur Johor Kedah Kelantan Melaka Negeri Sembilan Pahang Perak Perlis Pulau Pinang Selangor Terengganu Sabah Sarawak
2000 Units 2,866 652 1,072 1,083 7,502 1,696 252 614 15,737
% 18.2 0.0 4.1 6.8 0.0 6.9 0.0 0.0 0.0 47.7 10.8 0.0 1.6 3.9 100.0
(Source: Ministry of Housing and Local Government Malaysia)
43 2.6.1
Issues of Low Cost Housing in Klang Valley
Despite the fact that low cost housing is the most significant category of housing in Klang Valley, there are common issues on low cost housing in Klang Valley based on Kuala Lumpur Structure Plan 2020:
a)
Low space standards
Space standards for low cost housing are still low as compared to other developed or developing countries. Even though the space standards had been revised from a minimum of 60 square metres to 65 square metres per unit in the year 1998, the standards are still considered very low. Therefore, the space standards should be revised to make sure that the space standard is convenience to the residents.
b)
Under provision of community facilities
The standards for the provision of facilities and utilities in low cost housing such as children’s playgrounds, reading rooms, community facilities and open space are still inadequate. Several guidelines had been introduced such as CIS 1 and CIS 2 by CIDB. Nonetheless, these community facilities were still considered under provision and unable to meet the needs of the residents.
44 c)
Shortage of car parking spaces in low cost housing areas
Car parking provision for low cost housing is apparently inadequate. This has led to other related problems such as illegal roadside parking, traffic obstruction and the like. The provisions such as one unit parking for each four units of houses provided under CIS shall be revised.
d)
High maintenance costs for public housing
Maintenance procedures for public housing are reactive rather than preventive. It leads to wastage of resources and consequently higher maintenance costs. This problem worsens as costs escalate when the buildings get older.
e)
Poor quality of construction and materials in low cost housing development
A major contributor to high maintenance costs in public housing is the use of cheap and low quality materials and poor construction. This issue is closely related to the scope of this research.
45 2.7
Conclusion
The national housing policy aims for increase on quality of life for all income groups of the citizens. The latest national plan, Ninth Malaysia Plan (2006-2010) ensures that Malaysians of all income levels will have access to adequate, quality and affordable homes, particularly the low income group. Four main categories of housing are identified which are low cost, low medium cost, medium cost and high cost housing.
A number of programmes were undertaken by the Government to accelerate the implementation of housing programmes, such as Low Cost Housing Revolving Fund (LCHRF), Public Low Cost Housing Programme (PLHP), and Program Perumahan Rakyat Bersepadu (PPRB). Klang Valley as the most developed area in Malaysia is the most involved area in these low cost housing development programmes.
Several issues were also recognized related to low cost housing based on Kuala Lumpur Structure Plan 2020 which includes low space standards, under provision of community facilities, shortage of car parking spaces, high maintenance costs and poor quality of construction and materials in low cost housing development. The last issue which is the quality of workmanship and materials in low cost housing is the main focus of this study.
46
CHAPTER 3
CUSTOMER SATISFACTION AND QUALITY
3.1
Introduction
Chapter Two had discussed low cost housing in Malaysia as the type of housing with focus on low income groups. This chapter discusses the concept of customer satisfaction and quality and the discussion covers the definition, the theories and importance of customer satisfaction, the concept of quality, quality aspects in housing and quality standardisations for housing in Malaysia with focus on low cost housing.
3.2
Customer Satisfaction and Quality Concept
The concept of customer satisfaction and quality are very important in any business nowadays. This concept has been popular since 1980s, where the American Marketing Association & Society for Quality Control (ASQC) had organized an annual conference on customer satisfaction and its measures which introduced ACSI (American Customer Satisfaction Index) as a way to measure the satisfaction level of customers
47 (Woodruff and Gardial, 1996).
In 1990s, there are tremendous changes in consumer behaviour who are more price sensitive and demand more services and quality without paying more (Bly, 1993). More organisations are then focusing on customer satisfaction to succeed in their business. In order to ensure satisfaction of the customers, it is important to design products to satisfy customers through the quality of design (Talha, 2004). This then shows the strong relationship of customer satisfaction and quality. In other words, customer satisfaction is a necessary ingredient in providing quality products and services and also the key to quality (Lowenstein, 1995).
Customer satisfaction and quality have been prioritized in many businesses nowadays, including in construction industry. As an example, the government has identified and focused on the aspect of standardisation as part of its effort to enhance quality in the housing industry such as Malaysia Standard (MS) and Construction Industry Standard (CIS) to enhance quality in the housing industry especially for low cost houses.
For next section, customer satisfaction concept is further discussed, which includes the definition and importance of this concept.
48 3.3
Customer Satisfaction
Customer satisfaction is when the consumers make a positive evaluation or satisfied with their decision (Hoyer and MacInnis, 2007) or post-purchase or post choice evaluation that results from a comparison between these pre-purchase expectations and actual performance (Campbell and Finch, 2004). Taylor (2007) stated that satisfied customers are the excellent candidates for the purchase of additional products and services or any upgrades. A detail definition on the term customer satisfaction is discussed.
3.3.1
Definition of Customer Satisfaction
Customer satisfaction can be defined by looking at the term ‘customer’ and ‘satisfaction’. Customers can be divided into two, namely internal customers and external customers. Internal customers are the people working within the organisation that produces the product or service (Hamzah, Kwan, Woods, 1998) or individuals, departments or partners who need something or rely to serve external customer successfully (Taylor, 2007).
External customers are the ones who directly or indirectly pay for the products and services (Taylor, 2007) or the people who actually buy the products or services (Hamzah, Kwan, Woods, 1998). As the end users of the products and services, they have the final say as to whether a certain product has fulfilled their needs or requirements (Hamzah, Kwan, Woods, 1998).
49 Satisfaction is defined as customer’s positive or negative feeling about the value that was received of using a particular organizations offering (Woodruff and Gardial, 1996). In overall, customers’ satisfaction is a customer’s overall feeling of contentment with a customer interaction on difference between their expectations and perceptions of the performance of the products or services (Harris, 1996).
Customer satisfaction has been prioritized in many industries and businesses nowadays. Thus, determining customer satisfaction on the products or services provided is very important as discussed in following section.
3.3.2
Importance of Determining Customer Satisfaction
Meeting a customer’s needs is important in the definition of quality. In essence, the customer is the immediate recipient of any output including intermediate output produced (Teng, 1998). The CIRIA Company has listed some areas that may be improved by determining customer satisfaction:
a)
Better determination of customer uses and needs
b)
Identification of problems with customer services
c)
A sharper focus on areas for improvement
d)
Gaining insight for new products or service offerings
All these potential areas are also related to Satisfaction-Loyalty-Profit Chain theory which suggests that improving product and service attributes will lead to customer satisfaction and result to the increase of revenue or profit of the company (Anderson, 2000).
50 3.4
Customer Satisfaction Theories
Customer satisfaction is an abstract and ambiguous concept. The actual manifestation of the state of satisfaction will vary from person to person and product or service to other product or service. This state of satisfaction depends on a number of both psychological and physical variables (Wikipedia, 2008). Therefore, a number of customer satisfaction theories had been developed such as the Expectancy-Disconfirmation Theory (Cronin and Taylor, 1985), Gap Analysis Model (Parasuraman, 1988) and Ten Domains of Satisfaction by Berry Brodeur (1998). The Expectancy-Disconfirmation Theory and Ten Domains of Satisfaction by Berry Brodeur are discussed further.
3.4.1
The Expectancy-Disconfirmation Theory
The Expectancy-Disconfirmation Theory is the most dominant theory of customer satisfaction. It suggests that in order to determine the satisfaction level of customers, an evaluation process which involves the comparison of customers’ perception of product performance and standard of product performance expected is required as shown in Figure 3.1.
51 Perceived Performance
Perceived Disconfirmation
Satisfaction Feeling
Satisfaction Outcomes
Comparison Standard
Figure 3.1: The customer satisfaction theory (CST)
The comparison of perceived performance with the comparison standard results is called disconfirmation. This is the difference between what was expected and what was received by the customers. When the performance of the product or service deviates significantly from the standard of comparison or falls outside the zone of indifference, this will then lead to either positive or negative disconfirmations.
Positive disconfirmation happens when the performance is better than what the consumer expected, while negative disconfirmation happens when the product did not meet the comparison standard goal expected. The work by Bly (1993) defined this situation in three main levels; below expectation, satisfactorily and above and beyond. These three levels will determine customers post purchase evaluation whether it is delight, satisfaction or dissatisfaction as described in Figure 3.2.
52 (Before Purchase)
(Purchase Experience)
(Post Purchase Evaluation)
Expectations
Delight
of quality of performance
Performs much better than expected
Judgements of performance of the actual quality provided
Satisfaction Expectations & Judgements Leading to comparisons of expectancy confirmation/ disconfirmation
Performs a bit better than expected Dissatisfaction Performs worse than expected
Figure 3.2: The determination process of delight, satisfaction and dissatisfaction
3.4.2
Berry Brodeur’s Domains of Satisfaction
The work by Berry Brodeur defined ten factors that were contributed to customer satisfaction theory, or also known as the ‘Ten Quality Values’. These domains are quality, value, timeliness, efficiency, ease of access, environment, inter-departmental teamwork, front line service behaviours, commitment to the customer and innovation. Each is discussed below:
53 i)
Quality
Quality is the main factor that affects customer satisfaction. The American Society for Quality Control (ASQC) defines quality as the total features and characteristics of a product or service made or performed according to specifications to satisfy customers at the time of purchase and during use. It also refers to how close the characteristics of a product or service meets the needs and expectations of customers.
ii)
Value
Values are enduring beliefs that a given behaviour or outcome is desirable or good (Hoyer and MacInnis, 2007). Bly (1993) discussed that value-conscious buyers are defined as the buyers who are not necessarily to buy at the low price, but also be sure that they are getting the most value for their money.
iii)
Timeliness
Timeliness refers to the concept of “time to customer” which is the time from the moment a product is produced until the moment that the product is in possession of the final user. “Customer lead time” is the time a customer has to wait for the product to be delivered from stock. The importance of understanding timeliness factor will help to increase customer satisfaction on the product (Hui, 2004).
54 iv)
Efficiency
Efficiency is defined by Concise Oxford Dictionary as the state or quality of a product being efficient. The word efficient refers to productive working with minimum waste of effort or expense.
v)
Ease of access
Ease of access or accessibility is the likelihood that an item will be retrieved from long term memory (Hoyer and MacInnis, 2007). Higher accessibility will give better satisfaction to customers and reduce questions to customer services.
vi)
Environment
It is important for a company to do environmental scanning before offering products which covers demographic trends, psychographic, economic, technology adoption and competitive trends (Schieffer, 2005).
vii)
Inter-departmental Teamwork
Taylor (2007) suggests that excellent teamwork will lead to better satisfaction of customers. If the customers perceive that the co-workers and partners work well together, they will have more confidence on the company’s ability to provide them with quality products and services.
55 viii)
Front line Service Behaviours
Front line service also refers to customer service which is an important part of the overall marketing strategy (Harris, 1996). A good customer service will give the customers a feeling of appreciation by providing the opportunity for any suggestions and inquiries on the product.
ix)
Commitment to the Customer
It is very important for a company to give full commitment to the customer as this will affect the level of customer satisfaction. Commitment is then defined as an attitude or effective response, willingness to invest and the idea that the interactions or relationships shall exist for benefits of both customers and the company (Zikmund, McLeod and Gilbert, 2003).
x)
Innovation
Innovation is an offering that is perceived as new by consumer within a market segment and that has an effect on existing consumption patterns.
From the theories discussed, it is concluded that so many measures and theories had been developed by researchers to determine the satisfaction level of customers. The Brodeur’s Theory stated that the most important factor contributed to customer satisfaction is quality. Therefore, the next discussion is on quality, which is a concept that is closely related to customer satisfaction (Lowenstein, 1995).
56 3.5
Concept of Quality
The emphasis on quality during the 1980s is the result of rapidly changing customers in terms of their number, needs, and purchasing attitudes (Waller and Ahire, 1996). According to Zikmund, McLeod and Gilbert (2003), there are certain differences between quality dimensions of products or goods and quality dimensions of services.
3.5.1
Quality of Goods or Products
The works of Garvin (1987) has defined the quality dimensions of tangible goods or products by certain characteristics such as shown in Table 3.1:
Table 3.1: Quality Dimensions of Goods/Products
Dimension
Definitions
a. Performance
Product’s primary operating characteristics
b. Features
Additional features of the product
c. Conformance
The extent to which a product’s design and operating characteristics comply with the established standards set
d. Reliability
The probability that a product will operate properly over a specified period of time under the stated conditions of use
e. Durability
The amount of use the customer gets from a product before it physically deteriorates or until its replacement is preferable
f. Serviceability
The speed, competence, and courtesy to repair
57 Dimension
Definitions
g. Aesthetics
How a product appeals to our five senses
h. Customerperceived quality
Customer’s perception of a product’s quality based on the reputation of the firm providing the goods/products
3.5.2
Quality of Services
Quality of services is based on the five dimensions of SERVQUAL Gap Analysis Model which are tangibles, reliability, responsiveness, assurance and empathy.
Table 3.2: Quality Dimensions of Services
Dimension a. Tangibles
Definitions The appearance of physical facilities, equipment, personnel, and communication materials
b. Reliability
The ability to perform the promised service dependably and accurately
c. Responsiveness
The willingness to help customers and provide prompt service
d. Assurance
Knowledge and courtesy of employees and their inability to inspire trust and confidence
e. Empathy
The caring, individualized attention provided to customers
58 In construction industry, the outputs can be categorized as goods or products and the quality dimensions shall be covered under quality dimensions as shown in Table 3.1. However, due to the unique nature of construction industry, these quality dimensions may not be all relevant, as there are other aspects shall be considered to determine quality in construction. The following section will look through these other aspects with regards to housing industry.
3.6
Quality in Housing
The rapid pace of construction industry has set a new paradigm of product quality expected by the consumers. Quality, cost and time have long been recognized as the major targets of concern by the client in constructions. Jones (1995) described quality in construction as achieving agreed requirements which has no relations with luxury. This shows that even though the product is cheap, it does not mean that low quality is expected due to the low cost involved.
The importance of quality in construction was also discussed by Jones (1995) which covers certain aspects such as public image as high cost poor quality and chaotic working practices which are believed to be synonymous with building work. A project with poor quality can result in extra cost and time extensions while a project with time and cost poorly controlled can affect the conformance of quality requirements (Abdul Rahman, 1997). This was supported by a research by Building Research Institute (BRI) in the UK which revealed that the average cost of putting a fault right after construction to be a least five times the extra cost of getting it right in the first place.
59 Construction industry is much different and unique as the work is undertaken in single batches or projects. It is also not well instituted in quality such as manufacturing industry (Phang and Ke-Wei, 1996). A research by Building Research Establishment in the UK reveals that slightly more than 50 percent of construction faults are caused by design efficiencies, 10 percent by product failures and 40 percent by poor workmanship (Phang, 1996).
Teng (1998) had discussed quality in construction in two groups namely design and construction. The aspects of quality are shown in Figure 3.3 which considered more quality aspects which are essential for construction:
Quality in Construction
Construction
Design • Aesthetics • Functionality
• Durability
• Safety
• Cost
good design taste design does what it is intended to, and/also meeting the building code requirements materials and equipment to last its intended life safe for occupiers, meet building code requirements within client’s budget
• Workmanship quality of constructed work according to drawings • Integrity and specifications according to client’s • Completion requirements time
Figure 3.3: Quality in construction
60 Quality in construction as discussed by Tang (1998) includes eight factors namely aesthetics, functionality, durability, safety, cost, workmanship, integrity and completion time. These factors shall be all monitored and controlled through out the construction to ensure the high quality of the outputs. These processes shall not cover only the construction stage, but shall also be implemented during design and planning stage.
Thus, the best way to control quality in the planning and design stage is by quality standardisations. This is further discussed in following section with the focus on local standardisations introduced by the government.
3.7
Quality Standardisations of Housing in Malaysia
The government has introduced a number of standardisations as part of its efforts to enhance quality in the housing industry. Two areas of standardisation promoted and implemented in housing are the standard on Modular Coordination (MS1064) and the standard on uniform design for housing, Construction Industry Standard (CIS) introduced by Construction Industry Development Board (CIDB).
61 3.7.1 Standardisation using Malaysian Standard (MS1064)
MS 1064 is a Malaysian Standard which is gazetted in 2001. It specifies dimensional rules in the subjects of basic module, preferred module, modular grid, coordination of element, and opening. These standards make references to ISO Standards namely, ISO1790, ISO2445, and ISO1789 which concern ‘Building construction-Modular Coordination’ for reference for designers and manufacturers. The basis of modular coordination is essentially based on:
a)
The basic module
b)
Standardised multi-modules
c)
A reference system to define coordinating spaces and zones for
building
elements and for the components which form them d)
Rules for locating building element within the reference system
e)
Rules for sizing building components in order to determine their work sizes
f)
Rules for defining preferred sizes for building components and coordinating dimensions for building
MS 1064 permits a flexible type of standardisation, which encourages the use of a limited number of standardised building components for the construction of different types of building, thus optimising the number of standard sizes of building components. Another important benefit of MS1064 is the ability of the main contractor to encourage the interchange ability of components, whatever material, form or method of manufacture.
62 3.7.2 Standardisation through Construction Industry Standards, CIS 1 and CIS 2
CIS 1 & CIS 2 are the Construction Industry Standards that specify the uniform design and planning requirements for low cost houses in Malaysia. The CIS 1 and 2 would ensure that the housing estates for the low-income dwellers are developed to minimum standards suitable for human habitation.
The scope of this standard includes requirement on layout, space and configuration of houses with the aims of ensuring that safety, health, infrastructures and amenities are not denied to the dwellers.
a)
Safety
The standard specifies the requirement for safety of individuals and properties. This includes provisions of adequate spaces and configuration for building blocks and access.
b)
Adequate infrastructures
The standard specifies provision of adequate physical infrastructures, such as roads, drainage, sewerage, waste disposal, lighting, telecommunication and other public amenities.
63 c)
Physical and mental health
The standard specifies proper building and spaces for good physical and mental well being of the dwellers. This aspect includes spaces, lighting, recreational areas and privacy.
d)
Community
The standard also specifies provision of adequate amenities for social well-being of the community. The example of this is through provision of school, religious facilities, and shops.
The standardisations outline minimum requirements to enhance quality in the housing industry, especially for low cost housings. However, this standardisation may not be much customer oriented as it was designed without considering the end users actual needs and desires. A work by Hamzah, Kwan and Woods (1998) provides basis for better consideration to these which identify factors influencing the quality of low cost housings as viewed by the end users.
64 3.8
Factors influencing Customer Satisfaction of Low Cost Housing Quality
Work by Hamzah, Kwan and Woods (1998) suggests that there are twelve factors that influence the quality of low cost houses as viewed by the customers. These factors will affect customer level of satisfaction for quality of their low cost houses. The factors are arranged by their ranks according to the importance as perceived by the customers as shown in Table 3.3.Each of these factors is further discussed:
Table 3.3: Factors influencing Customer Satisfaction of Low Cost Housing Quality
Rank
Factors
1
Structural soundness
2
Building materials
3
Workmanship
4
Environmental conditions
5
Home security and safety during emergency
6
Size of flat
7
Basic amenities
8
Maintenance work
9
Layout of flat
10
Internal condition
11
Location of flat
12
Appearance/outlook design of flat
65 3.8.1
Structural soundness
This is the most important factor influencing the quality of low cost housing as perceived by the customers. It includes all structural elements such as foundation, beam, column, roof, wall, and flooring. Defects such as leaking roof, wall cracks and water seeps through walls indicate low level of quality as viewed by the end users.
3.8.2
Building materials
Building materials are all materials used for the building especially for roof, floor, wall, door, and window. The most important characteristic of material is durability. Low durability is the problem of low cost houses as cheap building materials are used.
3.8.3
Workmanship
This refers to workmanship in installing ceiling, door, window, tiling, painting, plastering, plumbing work, and electric wiring. A study by Low and Goh (2001) showed that poor workmanship is the major factor that influences quality in construction.
66 3.8.4
Environmental conditions
Environmental conditions such as air quality, noise and traffic congestion will influence the quality of low cost houses. Dissatisfaction between the customers arises due to poor air quality and noisy surroundings.
3.8.5 Home security and safety during emergency
Home security and safety is very important especially during emergency or protection from strangers, for example when a fire emergency occurs.
3.8.6 Size of flat
The size or space standards are still low as compared to other developed or developing countries (Kuala Lumpur Structure Plan 2020). This is also related to the estimated number of family members in an average local family. According to CIS 2, the minimum floor area for low cost flat is not less than 63 meter square per unit.
3.8.7
Basic amenities
Basic amenities include water supply, electricity, shops, school, market, parking lots, and playground or park. A report in the Kuala Lumpur Structure Plan 2020 shows that the standards of provision of facilities and utilities in low cost housings are
67 inadequate in meeting the needs of the residents. Car park facilities provision for low cost housing is apparently inadequate, which has led to related problems such as illegal roadside parking, and traffic obstruction.
3.8.8
Maintenance work
Maintenance works include repair works, repainting building, garbage collection system, overall cleanliness and maintenance of building. The main problem with maintenance in low cost houses is the use of cheap low quality materials and poor construction which contribute to high maintenance costs in public housing.
3.8.9
Layout of flat
Layout of the flat area which includes the living area, kitchen, bathroom, bedrooms, and balcony also influences customer satisfaction. For example, partition between kitchen and balconies will give convenience to the dwellers.
3.8.10 Internal condition
Internal conditions such as ventilation, temperature, and lighting is also important. Hot air and poor lighting will decrease quality the house as viewed by the dwellers.
68 3.8.11 Location of flat
Location of the flat whether in urban, suburban, or rural area will influence the convenience level. The location that is close to work and town will give greater satisfaction to the users.
3.8.12 Appearance/outlook design of flat
Appearance or aesthetic value of the flat is also important. The outlook design shall be attractive even though only classified as a low cost house. This will later affect the satisfaction level of customers.
Out of the twelve factors discussed, the three most important factors influencing customer satisfaction on quality of low cost housings are the structural soundness, building materials and the workmanship. However, for the next section the second and third factors, building materials and workmanship will be discussed.
69 3.9
Quality of Building Materials and Workmanship
Two areas of quality, which are building materials and workmanship, will be further discussed. Among the basic building materials essential to the construction industry are cement, steel, sanitary ware/tap fitting, marble and granite, upvc, clay, iron or copper pipes, roof tiles, wall and floor tiles, paint, timber and bricks. Local manufacturers have been commended to manufacture building materials without having to rely on imports, except on some luxurious items (Master Builder, 1995).
However, the quality of building material of some building products such as locksets, plywood doors and other timber products such as locksets, plywoods and other timber doors is still below par as compared to other neighbouring countries (Master Builder, 1995). In this case manufacturers use the local market as their dumping ground to dispose of rejected products from the international buyers.
In the National Conference of Housing and Urban Governance held on July 2021 2000, one of the main issues discussed on housing quality is the need for better workmanship. The Conference urged CIDB to step up training of skilled workers in all areas of construction and for a timetable to be drawn up with specific targets. For low cost housing, CIS 1 and CIS 2 by Construction Industry Development Board (CIDB) had been introduced as guidelines for minimum standard requirements for low cost houses.
70 3.9.1
Requirements of quality in building materials in CIS 2
Under Construction Industry Standard (CIS 2), minimum standard for floor finishes, wall finishes and fittings for low cost flats or apartments are stated. These standards are shown in Table 3.1, Table 3.2 and Table 3.3.
Table 3.4: Minimum Floor Finishes for Low Cost Flats
Space Living room Dining room Bedrooms Store / Ancillary area Walkways Langkan Apron Kitchen Bathroom/Toilet
Floor Finishes Cement render Cement render
Non-slipped ceramic tiles
Table 3.5: Minimum Wall Finishes for Low Cost Flats
Space Plastered internal wall Plastered external wall
Kitchen Bathroom/Toilet Wall and timber components
Wall finishes Emulsion paint Weather shield paint (Minimum one (1) prime coat and two (2) finishing coat) Ceramic tiles 1.5 m high Gloss paint
71 Table 3.6: Minimum Fittings for Low Cost Flats
Space
Fittings
Windows
Casement metal windows Adjustable louvered window Fixed louvered window
Doors Main hall Bed rooms Others Bathroom / Toilet Ceiling Roof Kitchen Bathroom Toilet Drainage
3.10
Plywood doors Plywood doors Plywood doors PVC door Plywood door with aluminium foil internally Cement render Cement sheets Zinc roof Corrugated roof tiles 1 unit of stainless sink steel 1 unit of wash basin with tap 1 unit of water tub with tap 1 unit of PVC cistern 1 unit of pedestal/squatting water closet 225mm diameter closed concrete drainage
Conclusion
Customer satisfaction and quality are two concepts that are closely related to one another. The level of customer satisfaction is very important to be determined as it offers a lot of benefit to the company. A number of theories on customer satisfaction were developed such as the Expectancy-Disconfirmation Theory and Brodeur Satisfaction Domains.
72 As referred to the Brodeur Satisfaction Domains, quality is the main factor that contributes to customer satisfaction. The importance of enhancing quality for better customer satisfaction has been considered by many industries including the construction industry. As an example, the government had introduced MS1064 and CIS 1 & 2 in order to enhance the quality of housing especially in low cost houses. However, these standardisations have been seen as not being customer oriented and not considered customers actual desires and needs.
A work by Hamzah, Kwan and Woods (1998) suggested that there are several factors that influence the quality of low cost housing as viewed by the customers. These factors can be used as a guide in measuring customer satisfaction on quality of low cost houses. Two factors were discussed further namely the quality of building materials and workmanship. The minimum standards for these two factors in CIS 2 were also discussed.
73
CHAPTER 4
DATA COLLECTION AND ANALYSIS
4.1
Introduction
This chapter discusses about the data collection and analysis for the survey which includes the data sampling, questionnaire and checklist design, data analysis method and data analysis. The data analysed and presented in this chapter is organized to achieve the objectives of the study with the aim to identify customers’ satisfaction level on quality of workmanship of low cost housing in Klang Valley.
4.2
Questionnaire Sample Distribution
A total of fifty (50) questionnaires were distributed and answered by the respondents. The respondents included low cost dwellers of six (6) low cost housings in certain areas in Klang Valley such as Pantai Dalam, Bandar Sri Damansara, Cheras, Desa Tun Razak, Bandar Tasik Selatan and Shah Alam. The names of low cost flats and apartments involved in the survey are:
74 a)
Kuarters DBKL Pantai Permai, Pantai Dalam, Kuala Lumpur
b)
Apartmen Cempaka, Bandar Sri Damansara, Kuala Lumpur
c)
PPR Seri Kota, Cheras, Kuala Lumpur
d)
PPR Desa Tun Razak, Desa Tun Razak, Kuala Lumpur
e)
PPR Taman Mulia, Bandar Tasik Selatan, Kuala Lumpur
f)
Teratak Muhibbah, Seksyen 26, Shah Alam
All of these low cost houses were built within a 10 year time frame and the design as specified under the Construction Industry Standard (CIS) 2 introduced by the Construction Industry Development Board (CIDB) in 1998.
4.3
Questionnaire Design
A questionnaire is the most common method of measuring customer satisfaction (Harris, 1996). It is a more formal way of survey and gives in-depth, accurate feedback on customer perception of the service or products (Bly, 1993). Questionnaires were used in this research as it is the best method of measuring customer satisfaction.
The questionnaire was designed in Bahasa Melayu due to the fact that majority of low cost dwellers are Malays. It consisted of five (5) pages with four (4) sections; Section A for respondents’ background, Section B for respondents’ satisfaction of design and facilities, Section C for experienced defects of workmanship and Section D for any comments, opinions or suggestions. The full questionnaire can be referred in Appendix A.
75 4.3.1 Part A
The first part covered the background of the respondents which consisted of certain background details of the respondents. This part was designed to gather basic background details of respondents and their low cost units such as respondents’ status, types of residential, age range, duration of tenancy/ stay and respondents’ occupations.
The information on respondents’ status, types of residential, age range, duration of tenancy/stay are important to determine respondents’ experience with their houses whereas the occupation of respondents is vital to see the average income range of the respondents. The questions were all designed in categories, except for the occupations where respondents had to fill in the blanks.
4.3.2 Part B
The second part or Part B gathered all questions on other areas covered under CIS 2 besides quality aspects such as the price, infrastructures, design and water and electrical services to see customer satisfaction level towards these factors. This part was designed in Likert Scales and the respondents were asked to give their satisfaction level in certain scales such as follows:
76 Table 4.1: Likert Scales for Part B
1 – Not satisfied 2 – Less Satisfied 3 – Neutral 4 – Satisfied 5 – Highly Satisfied
The satisfaction level for these four elements is very important for a comparison of other aspects covered under CIS 2 with the quality aspects in the standardisation.
4.3.3 Part C
This formed the most important part in the questionnaire where respondents were asked to indicate the frequencies of occurrences of common defects in workmanships in their low cost unit. For this part, the list of defects was developed by referring previous work on workmanship defects by Chong (2006) such as shown in Table 4.2.
77 Table 4.2: Types of defects in workmanship categorized by trades of work
Trades of Work A. Wall
B. Window
C. Door
D. Ceiling
E.
Floor
F.
Electrical
G. Plumbing & Sanitary
H. External
Type of defects a) cracks/broken b) c) d) e) a) b) c) d) e) a) b) c) d) e) a) b) c) d) a) b) c) d) a) b) c) a) b) c) a) b) c)
out of alignment rough finishes edge chirped off not properly painted out of alignment functionality damage/dented dirty not properly installed out of alignment functionality damage dirty not properly painted bad finishes not properly painted dirty dampened bad finishes cracks/broken out of alignment dirty switch dirty switch out of alignment functionality functionality switch out of alignment functionality fencing defects apron slab cracks car porch leaking
78 However, for the purpose of the questionnaire on the design for low cost house dwellers, the defects were rearranged and reproduced to suit the respondents’ level of knowledge and understanding on the defects. All the defects were then grouped under nine (9) types of works as referred to Standard Method of Measurement (SMM) 2 which are:
a)
Concrete Works
b)
Damp Proof Courses
c)
Woodworks
d)
Door and Window Fixings
e)
Pipe works
f)
Electrical Works
g)
Wall & Floor Finishes
h)
Glazing
i)
Painting
For this part, respondents had to indicate the frequencies of the defects occurred or experienced in their house by following the scale stated in Table 4.3:
Table 4.3: Likert Scales for Part B 1 – Very often 2 – Often 3 – Sometimes 4 – Rarely 5 – Never
79 For question number 10, respondents were asked to state any related problems on quality of workmanship experienced in their houses if there were any. Besides the questions on defects on workmanship, respondents were also asked with two other questions related to quality of material and workmanship in low cost houses.
Respondents had to state their opinion for question number 11 whether the quality of material and workmanship worth the money they had paid for, and whether the quality of material and workmanship shall be increased in question number 12. The answers should be following rating scales as in Table 4.4 and Table 4.5.
Table 4.4: Likert Scales for Question 11 1 – Not Worth 2 – Less Worth 3 – Neutral 4 – Worth 5 – Highly Worth
Table 4.5: Likert Scales for Question 12 1 – Not necessary 2 – Quite necessary 3 – Neutral 4 – Necessary 5 – Highly necessary
80 4.3.4 Part D
This part was designed to allow the respondents to write any comments, opinions and suggestions on related topic.
4.4
Checklist of CIS 2 Implementation
To compare the standardisation of requirements as compared to the implementation level in low cost housing, observations on low cost units and short interviews with low cost houses dwellers were made. A standard checklist was designed to see the implementation level of basic requirements under CIS 2 by using the method of observation or interviews with the dwellers. Implementation of several basic elements was checked with the dwellers. The full checklist can be referred in Appendix B.
The list of basic requirements under CIS 2 covered several elements such as follows:
4.4.1
Minimum Planning Requirements
a)
Roadworks
b)
Parking areas
81 c)
Fire fighting system
d)
Social facilities
e)
Landscape
f)
Water and Electrical Services
g)
Recreational areas
4.4.2
Minimum Design Requirements
a)
Area
b)
Number of rooms and spaces
c)
Wall and Floor Finishes
d)
Windows and Doors
e)
Sanitary fittings
4.5
Data Analysis Methods
For data analysis, Statistical Package of Social Sciences (SPSS) was used based on two methods which are frequency analysis and index scale analysis. Frequency analysis was used for analysis on Part A, while analysis for Part B and Part C were done by using index scale analysis.
82 4.5.1 Frequency Analysis
Frequency analysis used a tabular form to represent the result of data analysis of frequency of response that respondents gave to the different variables in the questionnaire. The result was tabulated in the form of frequency number and percentages according to total respondents. For graphic result presentation, bar chart and pie chart are used as summaries.
4.5.2 Index Scale Analysis
The maximum and minimum mean scores for each factor should be first determined before calculating average scale deviation to develop index scales. This method of average scale deviation can be explained by the formula in Figure 4.1 below:
Average Scale Deviation = Maximum Score – Minimum Score Number of Scales used
Figure 4.1: Average Scale Deviation
The examples of developing index scales are shown below; assuming that the minimum and maximum scores are 2.30 and 3.74, and the average scale deviation calculated is 0.36.
83 Index Scales Calculation:
4.6
Index 1
0.36
+
2.30
=
2.66
Index 2
0.36
+
2.66
=
3.02
Index 3
0.36
+
3.02
=
3.38
Index 4
0.36
+
3.38
=
3.74
Index 5
0.36
+
3.74
=
4.10
Data Analysis
For data analysis, Statistical Package for Social Sciences (SPSS) was used based on frequency analysis and index scale analysis method to analyze data on respondents’ background, common defective workmanships in low cost houses in Klang Valley implementation level of CIS 2, and satisfaction level on other provisions in CIS 2.
4.6.1
Respondents Background
Respondents’ background was analyzed based on certain factors which are their status whether they are owners or tenants, types of residential, duration of tenancy/stay and their age. The analysis was done by using frequency analysis and the results are presented in bar charts and pie charts.
84 4.6.1.1 Respondents Status
The status of respondents whether they are owners or tenants was analyzed to see the involvement of owners and tenants in the study. The results are shown in Figure 4.2:
Figure 4.2: Respondent’s status
As shown in Figure 5.2, 48 percent or 24 of the respondents were the owners whereas the other 52 percent or 26 respondents were the tenants. Most of the tenants were the dwellers of PPR or Projek Perumahan Rakyat which is a project under Dewan Bandaraya Kuala Lumpur (DBKL) to provide housing for poor people in Kuala Lumpur.
85 4.6.1.2 Types of Residential
Two types of residential which are low cost apartments and low cost flats were involved in this study. The distribution is shown below:
Figure 4.3: Types of residential
The majority of respondents were low cost flat dwellers with 62 percent or 31 of them. Only 38 percent or 19 of them stayed in low cost apartments.
86 4.6.1.3 Duration of Tenancy/Stay
All of the six (6) low cost housings were constructed within a 10 year time frame, and therefore the design and planning requirements should be covered under the Construction Industry Standard (CIS) 2. The respondents were asked to indicate their duration of tenancy or stay in their low cost units and the percentage is shown in pie chart below:
Figure 4.4: Duration of Tenancy/Stay
Figure 4.4 shows that nearly half of the respondents or 21 of them have one to three years experience, while the respondents with less than 12 months and three to five years time form the same percentage with 23 percent or 11 respondents each. Only nine percent or four respondents have five to ten years experience of tenancy or stay. However, it can be concluded that most of the respondents are well experienced with 68 percent of them got one to five years duration.
87 4.6.1.4 Age of Respondents
The age distribution analysis is vital to show the respondent age in this study. The age distribution is shown as follows:
Figure 4.5: Age of respondents
Age distribution among the respondent is shown in Figure 5.3. The figure shows that the large portion goes to three age ranges which are from 18 to 25 years old, 25 to 30 years old and 40 to 50 years old which are 21 percent or ten respondents each. Age ranging from 30 to 40 years old is 19 percent while the smallest portion is age ranging of 50 years old and above which is 17 percent.
The percentages were calculated based on 47 respondents as three respondents did not state their age range in the questionnaires answered. However, from the age
88 distribution shown in Figure 4.5 it can be concluded that there is equal distribution amongst the five age ranges of respondents.
4.6.2
Common Defective Workmanships in Low Cost Houses in Klang Valley
This is the most important part which identifies common defective workmanships in low cost houses in Klang Valley as experienced by the dwellers. The respondents were asked to give the frequencies of occurrence of listed defects in their low cost unit based on the scales shown in Table 4.3.
The mean index and standard deviation for each defect were calculated as shown in Table 4.6 below:
Table 4.6: Mean Index and Standard Deviation for Common Defective Workmanship
Concrete Works
2.20
Standard Deviation 1.21
1 Cracks to concrete walls. Damp Proof Course
2.20 2.98
1.21 1.49
2 Dampness to concrete wall. Woodworks
2.98 2.02
1.49 1.27
3 Uneven surface for doors and windows. Door And Window Fixings
2.02 1.38
1.27 0.67
4 Faulty door knobs. Door And Window Fixings (cont’d) 5 Broken window knobs. 6 Pulled out hinges.
1.86
1.18
1.49 1.40
0.82 0.78
No.
Defects
Mean
89 7 Pulled out door knobs. Pipe works
1.38 1.38
0.67 0.78
8 Faulty sanitary fittings. 9 Pipe leakage. 10 Poor pipe fittings. 11 Dislocated pipe screw. 12 Vibrating tap with sound. Electrical Works
2.20 1.90 1.66 1.48 1.38 1.88
1.48 1.16 1.00 0.86 0.78 1.20
13
Untidy and messy fixing of electric wires. 14 Exposed wires. 15 Too slow fans. 16 Power points cannot be used. 17 Faulty electrical fittings. 18 Dimmed light. Wall & Floor Finishes
2.12
1.33
2.12 2.04 2.00 1.94 1.88 1.33
1.35 1.37 1.21 1.20 1.21 0.75
19 20 21 22 23 24 25 Glazing
Uneven floor finishes. Uneven wall plaster. Pulled out floor tiles (toilet). Non sloping toilet floor. Broken wall tiles (toilet). Untidy fixing of tiles. Pulled out wall tiles (toilet).
2.38 1.83 1.78 1.76 1.69 1.58 1.33 1.51
1.40 1.40 2.05 1.13 1.08 1.05 0.75 0.71
26 27 28 29 Painting
Sharp edges of glazing for windows. Easily pulled out glasses for windows. Easily broken. Too transparent.
2.86 2.44 2.24 1.51 2.06
1.41 1.32 1.34 0.71 1.25
30 31 32
Easily peeled. Easily faded. Untidy works.
2.28 2.26 2.06
1.32 1.27 1.25
From Table 4.6, the maximum and minimum scores were determined which are 2.98 and 1.33. From these scores, the new scale indexes for frequency of workmanship defects were developed.
90
Average Scale Deviation
=
(2.98 – 1.33) 5
=
0.33
Index Scales Calculation:
a)
Index Scale I =
1.33
=
1.66
+
0.33
(1.33 – 1.66 : Index Scale for “never”)
b)
Index Scale II =
1.66
=
1.99
+
0.33
(> 1.66 – 1.99 : Index Scale for “rarely”)
c)
Index Scale III =
1.99
=
2.32
+
0.33
(>1.99 – 2.32 : Index Scale for “sometimes”) d)
Index Scale IV =
2.32
=
2.65
+
0.33
(>2.32 – 2.65 : Index Scale for “often”)
91 e)
Index Scale V =
2.65
=
2.98
+
0.33
(>2.65 – 2.98 : Index Scale for “very often”)
Table 4.7 : Index Scales for Frequency of Defects
Index
Degree of Frequency
Scale
I
Never
1.33 – 1.66
II
Rarely
>1.66 – 1.99
III
Sometimes
>1.99 – 2.32
IV
Often
>2.32 – 2.65
V
Very Often
>2.65 – 2.98
Using the index scales developed, the mean indexes for all defects were rearranged in their respective categories such as shown in Figure 4.6.
Very Often
Often
Sometimes
Rarely
Never
92
Figure 4.6: Common defective workmanships in low cost houses in Klang Valley
93 From Figure 4.6, the analysis is as follows:
4.6.2.1 ‘Very Often’ Defective Workmanships
Two types of defects are grouped under this category, which are dampness to concrete walls and sharp edges of glazing for windows. These defects are due to inappropriate installation of damp proof courses and improper workmanship on glazing.
4.6.2.2 ‘Often’ Defective Workmanships
Only two defects are included in this group, which are uneven floor finishes and easily pulled out window glasses. These defects were caused by poor quality of trowelling work which in turn caused uneven cement render, while easily pulled out window glasses were caused by fit-to-size cutting works.
4.6.2.3 ‘Sometimes’ Defective Workmanships
Most of the defects are grouped under this category, which are 11 out of 32 listed defects or equivalent to 34 % of them. The defects are included in all types of works except for Wall & Floor Finishes. The defects are:
a)
Cracks to concrete walls
b)
Uneven surface for doors and windows
c)
Faulty sanitary fittings
94 d)
Untidy and messy fixing of electric wires
e)
Exposed wires
f)
Too slow fans
g)
Power points cannot be used
h)
Easily peeled painting
i)
Easily faded painting
j)
Untidy painting works
4.6.2.4 ‘Rarely’ Defective Workmanships
Eight out of 32 listed defects or 19% defects are categorized as rare whereas fifty percent of them are under Wall and Floor Finishes element. The list of defects is as follows:
a)
Faulty door knobs
b)
Pipe leakage
c)
Faulty electrical fittings
d)
Dimmed light
e)
Uneven wall plaster
f)
Pulled out floor tiles (toilet)
g)
Non sloping toilet floor
h)
Broken wall tiles (toilet)
95 4.6.2.5 ‘Never’ Defective Workmanships
Out of the 32 listed defects on workmanship, nine defects or 28% of them are categorized as ‘never’. Even though there are some respondents have experienced these problems, the defects under this category are still categorized as not very significant and the least experienced. The defects are:
a)
Broken window knobs
b)
Pulled out hinges
c)
Pulled out door knobs
d)
Poor pipe fittings
e)
Dislocated pipe screw
f)
Vibrating tap with sound
g)
Untidy fixing of tiles
h)
Pulled out wall tiles (toilet)
i)
Too transparent window glasses
The summary for number and percentage of defects for each category are shown in Table 4.8:
Table 4.8 : Types of defects with Mean Index and Category Categories
Number of defects
Percentage
Very Often 2 6.25% Often 2 6.25% Sometimes 11 34.38% Rarely 8 25.00% Never 9 28.12% Total 32 100.00% The table shows that most of the defects are grouped under ‘Sometimes’,
96 ‘Rarely’ and ‘Never’ categories with the highest percentage in ‘Sometimes’ category with 34 percent of them. This is followed by ‘Never’ category of defects with 28 percent and ‘Rarely’ defects with 25 percent. Only four defects are grouped under ‘Often’ and ‘Very Often’ categories.
Referring to the percentages, it can be concluded that the respondents had not experienced very frequent problems on the quality of workmanships despite the low price they had paid.
Beside the defective workmanships listed, respondents were also asked for any other related defective workmanship and material problems occurred in their house. A number of new problems were recorded such as below:
a)
Unaligned fixing of windows
b)
Clogged waste pipe
c)
Too low water pressure
d)
Problems with manhole location
e)
Lighting for corridor staircases
To analyse the common defects based on the types of works, the mean index for each element or type of work were also calculated such as in Table 4.8 and the results is shown in bar chart in Figure 4.7 according to the rankings and categories with reference to scales in Table 4.7.
97 Table 4.9 : Types of works with Mean Index and Category
Type of Works 1 2 3 4 5 6 7 8 9
Damp Proof Course Concrete Works Painting Woodworks Electrical Works Glazing Door and Window Fixings Pipe works Finishes
Mean
Category
2.98 2.20 2.06 2.02 1.88 1.51 1.38 1.38 1.33
Very Often Sometimes Sometimes Sometimes Rarely Never Never Never Never
Figure 4.7: Common defective workmanships in low cost houses in Klang Valley
98 From the bar chart, it clearly shows that the most experienced problems in workmanship are on damp proof courses with mean index of 2.98. This problem is categorized as ‘Very Often’, while the least is on finishes with mean index 1.33 in ‘Never’ category.
It can also be concluded from Table 4.8 and Figure 4.7 that the most occurred defects on workmanships are related to the building itself which involve main building works such as damp proof courses, concrete works, painting and woodworks. Nevertheless, it seemed that there are fewer defects on other workmanships such as glazing, door and window fixings, pipe works and also finishes.
4.6.3
Value for Money and the Need to Increase Quality of Workmanship
Respondents had also responded on whether the quality of material and workmanship worth the money they had paid for, and whether the quality of material and workmanship shall be increased. The questions were answered based on scales such as stated in Table 4.4 and Table 4.5.
The minimum and maximum scores for both Question 11 and 12 are both the same, which are 1.00 and 5.00. Therefore, the average scale deviation was calculated to develop the index scales such as follows:
99 Average Scale Deviation
=
(5.00 – 1.00) 5 =
Index Scales Calculation:
a) Index Scale I =
1.00
=
1.80
+
0.80
+
0.80
+
0.80
+
0.80
+
0.80
b) Index Scale II =
1.80
=
2.60
c) Index Scale III =
2.60
=
3.40
d) Index Scale IV =
3.0
=
4.20
e) Index Scale V =
4.20
=
5.00
0.8
100 Table 4.10 : Index Scales for Question 11
Index
Degree of Worth
Scale
I II III IV V
Not worth Less worth Neutral Worth Highly worth
1.0 - 1.80 >1.80 – 2.60 >2.60 – 3.40 >3.40 – 4.20 >4.20 – 5.00
Table 4.11 : Index Scales for Question 12
Index
Degree of Need
Scale
I II III IV V
Not necessary Quite necessary Neutral Necessary Highly necessary
1.0 - 1.80 >1.80 – 2.60 >2.60 – 3.40 >3.40 – 4.20 >4.20 – 5.00
Table 4.9 and Table 4.10 were then used to categorize the overall mean scores for both questions and the results are shown in Table 4.11.
Table 4.12 : Mean Scores for Question 11 and 12
Questions
Mean
Category
11) Quality of material and workmanship worth the price
2.72
Neutral
12) Should quality of material and workmanship be increased
3.50
Necessary
101 The mean score for Question 11 for Value for Money of the quality of material and workmanship is 2.72, which is grouped under Index Scale III with the range of mean scores between 2.60 until 3.40. This fall under category ‘Neutral’ and this indicates that the dwellers are not very satisfied with the quality of material and workmanship, but they still think that the quality is acceptable for the price they had paid for.
The result for Question 12 stated that the mean score is 3.50, which is categorized under Scale IV or ‘Necessary’. This shows that even though the dwellers think that the quality of material and workmanship was acceptable, they still think that the increase of quality of material and workmanship in low cost houses are necessary for a better quality of life.
4.6.4
Compliance of quality standardisation in the development of low cost housings in Klang Valley
Interviews and observations were made which showed that all the low cost houses surveyed have complied with the minimum planning and design requirements under CIS 2. The checklist used can be referred in Appendix B. The survey covered all the six (6) low cost houses surveyed as shown in Table 4.13 1nd Table 4.14:
102
Minimum Planning Requirements A
B
C
D
E
F
G
Teratak Muhibbah
PPR Taman Mulia
PPR Desa Tun Razak
PPR Seri Kota
Apartmen Cempaka
Requirements
Kuarters DBKL Pantai Permai
Table 4.13 : Compliance of CIS 2 minimum planning requirements
Availability
Roadworks Roads √ √ √ √ √ Motorcycle path √ √ √ √ √ Pedestrian Walks √ √ √ √ √ Fire Fighting System Fire Extinguishers √ √ √ √ √ Fire Hydrants √ √ √ √ √ Parking Areas Car parks √ √ √ √ √ Covered motorcycle parking √ √ √ √ √ Social facilities Mosque/Surau √ √ √ √ √ Kindergarten √ √ √ √ √ Multi purpose hall √ √ √ √ √ Shops √ √ √ √ √ Refuse bin √ √ √ √ √ Landscape Soft landscape √ √ √ √ √ Hard landscape √ √ √ √ √ Electrical Services Main Power Substation √ √ √ √ √ Power points (5 units) √ √ √ √ √ Lighting points (each room) √ √ √ √ √ Recreational areas Game court √ √ √ √ √ Playground √ √ √ √ √ Field √ √ √ √ √ Table 4.14 : Compliance of CIS 2 minimum design requirements
√ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √
PPR Taman Mulia
Teratak Muhibbah
B
C
D
E
F
Area of unit ≥ 63 meter square Number of rooms and spaces 3 bedrooms 1 bathroom and 1 toilet Living and dining hall Storage and laundry area Floor Finishes Cement render (except kitchen, bath, toilet) Non-slipped ceramic tiles (kitchen, bath, toilet) Wall Finishes Emulsion paint (internal) Weather shield paint (external) Half wall ceramic tiles (bath, toilet) Windows and Doors Casement/louvered window Plywood door PVC door (bath, toilet) Sanitary fittings Zinc sink Wash basin Shower WC
PPR Desa Tun Razak
√
√
√
√
√
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√
√
√
√
√
√
√
√
√
√
√
√
√ √
√ √
√ √
√ √
√ √
√ √
√
√
√
√
√
√
√ √ √
√ √ √
√ √ √
√ √ √
√ √ √
√ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
√ √ √ √
Minimum Design Requirements A
PPR Seri Kota
√
Apartmen Cempaka
Requirements
Kuarters DBKL Pantai Permai
103
Implementation
104 4.6.5
Respondents satisfaction level on other provisions under Construction Industry Standard (CIS) 2
The satisfaction level of respondents for other aspects included in CIS 2 is very important for a comparison of other aspects covered under CIS 2 with the quality aspects in the standardisation. These aspects are the price, infrastructure, design and water and electrical services.
The respondents were asked to give their satisfaction level on these aspects. The mean index and standard deviation for each aspect were calculated as shown in Table 4.15 below:
Table 4.15: Mean Index and Standard Deviation for Satisfaction to other elements in CIS 2
No.
Elements
Price 1 Price Infrastructure 2 Roads and pedestrian walks 3 Parking areas 4 Worship areas 5 Shops convenience 6 Landscape 7 Recreational areas 8 Fire fighting system 9 Refuse bin centre Design 10 Layout
Mean 3.51 3.51 3.30 3.71 3.46 2.92 3.68 2.92 3.06 2.98 3.68 3.13 2.94
Standard Deviation 1.08 1.08 1.22 0.79 1.03 1.04 1.55 1.32 1.53 1.42 1.04 1.06 1.22
105 11 Number of bedrooms Design (cont’d) 12 Area of unit 13 Size of rooms and spaces 14 Height of rooms and spaces 15 Natural lighting 16 Natural ventilation Water & Electrical Services 17 Water services 18 Electrical services 19 Number of lights and fans 20 Number of sockets
3.62
1.04
2.90 3.20 3.20 3.02 3.02 3.57 3.74 3.68 3.50 3.36
1.05 1.05 0.73 1.19 1.17 1.21 1.07 1.15 1.27 1.34
From Table 4.15, the maximum and minimum scores were determined which are 3.74 and 2.90. From these scores, index scales for degree of satisfaction were developed.
Average Scale Deviation
=
(3.74 – 2.90) 5
=
0.168
Index Scales Calculation:
a)
Index Scale I =
2.90
=
3.068
+
0.168
(2.90 – 3.068 : Index Scale for “not satisfied”)
106 b)
Index Scale II =
3.068 +
=
3.236
0.168
(>3.068 – 3.236 : Index Scale for “less satisfied”)
c)
Index Scale III =
3.236 +
=
3.404
0.168
(>3.236 – 3.404 : Index Scale for “neutral”)
d)
Index Scale IV =
3.404 +
=
3.572
0.168
(>3.404 – 3.572 : Index Scale for “ satisfied”)
e)
Index Scale V =
3.572 +
=
3.74
0.168
(>3.572 – 3.74 : Index Scale for “highly satisfied”)
Table 4.16 : Index Scales for Degree of Satisfaction Index
Degree of Satisfaction
Scale
I II III IV V
Not satisfied Less satisfied Neutral Satisfied Highly satisfied
2.90 – 3.068 >3.068 – 3.236 >3.236 – 3.404 >3.404 – 3.572 >3.572 – 3.74
107 Using the index scales developed, the mean scores for all defects are rearranged in their respective categories such as shown in Figure 4.6. For the elements with the same mean scores, the ranking will be done based on the standard deviation. The higher the standard deviation, the higher will be their position due to the higher accuracy of the respected element.
Not Satisfied
Less Satisfied
Neutral
Satisfied
Highly Satisfied
Figure 4.8: Respondents satisfaction level on other provisions under CIS 2
108 From Figure 4.8, the analysis is as follows:
4.6.5.1 Non Satisfying Aspects
The respondents were not satisfied with several aspects provided by CIS 2. The aspects covered infrastructure and design elements which are:
a)
Recreational areas
b)
Fire fighting system
c)
Shops convenience
d)
Landscape
e)
Natural lighting
f)
Natural ventilation
g)
Layout
h)
Area of unit
4.6.5.2 Less Satisfying Aspects
Two aspects were considered less satisfying which are the size and height of rooms and spaces.
109 4.6.5.3 ‘Neutral’ Aspects
The respondents seemed to be neutral with the number of sockets provided which are five sockets for each low cost unit.
4.6.5.4 Satisfying Aspects
Parking areas were considered satisfying by the respondents.
4.6.5.5 Highly-Satisfying Aspects
The dwellers had responded that there are several aspects that they were highly satisfied which are:
a)
Price
b)
Roads and pedestrian walks
c)
Worship areas
d)
Refuse bin centre
e)
Number of bedrooms
f)
Water services
g)
Electrical services
h)
Number of lights and fans
110 The summary for number and percentage of defects for each category are shown in Table 4.17 below:
Table 4.17 : Categories and Number with Percentage
Categories
Number
Percentage
Not satisfied Less satisfied Neutral Satisfied Highly satisfied Total
8 2 1 1 8 20
40% 10% 5% 5% 40% 100.00%
The table showed that equal percentage were covered by the aspects under ‘Not Satisfied’ and ‘Highly Satisfied’ categories with 40 percent each. However, by using the neutral aspects as the borderline it can be said that most of them are considered unsatisfactory by the respondents. On the other hand, only 45 percent of the aspects are considered satisfying.
To analyse the aspects based on the elements, the mean index for each element were also calculated such as in Table 4.15 according the category scales in Table 4.16.
111 Table 4.18 : Index Scales for Degree of Satisfaction
Index
Degree of Frequency
Scale
I II III IV V
Not satisfied Less satisfied Neutral Satisfied Highly satisfied
3.13 – 3.22 >3.22 – 3.31 >3.31 – 3.39 >3.39 – 3.48 >3.48 – 3.57
Table 4.19 : Elements of aspects with Mean Index and Category
Rank 1 2 3 4
Element Water & Electrical Services Price Infrastructure Design
Mean
Category
3.57 3.51 3.30 3.13
Highly satisfied Highly satisfied Less satisfied Not satisfied
The table clearly shows that the two elements are considered highly satisfying by the respondents which were water and electrical services and also the price. The dwellers responded that they were less satisfied with the infrastructure provided such as recreational areas, landscape and shops convenience, while the design elements are considered by then as not satisfying. This could be due to some problems such as lack of natural lighting and ventilation caused by the design.
112 4.6.6
Comments/Opinions/Suggestions of Respondents
For Part D, respondents were encouraged to give any related comments, opinions and suggestions and the responds and the frequencies are shown in the table below.
Table 4.20 : Comments/Opinions/Suggestions by respondents
Comments/Opinions/Suggestions Not enough recreational areas. Good location. Increase safety. Not enough provision for emergencies. Lack of ventilation Not enough parking areas
Frequency 1 1 4 1 1 1
Most of the comments were related to lack of provision for safety and emergencies. This include problems such as no fencing, no emergency doors provided, and lack of safety guarding which had caused not comfortable environment for the low cost housing dwellers.
4.7
Conclusion
The chapter discussed the data sampling, questionnaire and checklist design, data analysis method and data analysis. The sampling covered low cost houses dwellers in six (6) areas in Klang Valley. The design of questionnaire surveys and checklist were also
113 discussed, and followed by the data analysis methods used, frequency analysis and index scale analysis.
The analysis of questionnaire surveys showed different background of espondents on the status, range of ages, duration of tenancy/stay and also different types of residentials. The questionnaire analysis also covered other findings such as common defective workmanships on low cost housing and respondents’ satisfaction level on other provisions in CIS 2.
The compliance of CIS 2 in the surveyed low cost houses was also shown in the checklist analysis which covered minimum planning and design requirements. The analysis showed that all the six lowcost housing had complied with the basic requirements under the standardisation.
114
CHAPTER 5
CONCLUSION
5.1
Introduction
This final chapter concludes all findings derived from the study as discussed in Chapter Four. This survey achieved its aim to determine customer satisfaction level on the quality of material and workmanship of low cost houses in the Klang Valley. This is then supported by three objectives; to study customer satisfaction concept and its relation to construction industry, to identify common defective workmanships in low cost housing in Klang Valley and to compare the quality standardisation requirements as compared to implementation level in low cost housing.
The overall conclusion regarding the aim of study and recommendations for the findings also for future study are also stated in this chapter.
115 5.2
Findings
The findings according to the objectives outlined are summarised as below:
5.2.1
Objective 1: To study customer satisfaction concept and its relation to construction industry
A comprehensive literature review was conducted to achieve the first objective. Literature review was carried out on related books, articles from journals, conference papers, and websites to achieve this objective. Customer satisfaction is the feeling that results when consumers make a positive evaluation or satisfied with their decision or post-purchase or post choice evaluation that results from a comparison between these pre-purchase expectations and actual performance.
CIRIA has listed some areas that may be improved by determining customer satisfaction such as better determination of customer uses and needs, identification of problems with customer services, a sharper focus on areas for improvement and also gaining insight for new products or service offerings. A number of customer satisfaction theories had been developed such as the Expectancy-Disconfirmation Theory (Cronin and Taylor, 1985), Gap Analysis Model (Parasuraman, 1988) and Ten Domains of Satisfaction by Berry Brodeur (1998). The Expectancy-Disconfirmation Theory is the most dominant theory which suggests that satisfaction level of customers is closely related to quality of the products.
116 The increasing demand of clients and users needs has made construction industry begins to adopt this customer satisfaction concept on construction especially on housing or residential supply. The concept of Total Quality Management (TQM) which incorporates all parties involved in construction is the best example which focuses on customer satisfaction as its main objectives. A number of quality standardisations such as CIS 2 had been introduced by CIDB with the aim to ensure that the housing estates for the low-income dwellers are developed to minimum standards suitable for human habitation. This supports the objective of National Housing Policy to increase accessibility to adequate, affordable and quality houses for all income groups.
To conclude, the concept of customer satisfaction is a concept that should not be disregarded and should be implemented in any construction nowadays especially for housing construction. The needs of customers should be considered and any designs and planning should be more customers oriented. Any concepts toward greater customer satisfaction and quality such as Total Quality Management (TQM) and Quality Function Deployment (QFD) shall be supported by all construction industry players.
5.2.2
Objective 2: To identify common defective workmanships in low cost housing in Klang Valley
The findings for this objective were derived by using questionnaire surveys with the low cost houses dwellers as the respondents. The respondents were asked to indicate the frequency of defects on workmanships on their houses. The frequencies were analyzed and the listed defects were rearranged in their respective categories according to the level of frequencies.
117 The findings indicated that the major problems related to the quality of workmanship occurring in low cost houses are on the building or structure itself such elements such as damp proof courses, concrete works, painting and woodworks. Most of the respondents seemed to be satisfied with the workmanship of other elements such services, pipe works, finishes installation and door and window fixings.
The overall findings also indicate that dwellers had not experienced very frequent problems on the quality of materials despite of the low price they had been paying for. This was shown by all the mean scores for each type of works which are still under 3.00 which indicated satisfactory.
5.2.3 Objective 3: To analyse the compliance of quality standardisation in the development of low cost housings in Klang Valley
A standard checklist was designed to see the compliance of the quality standardisation in the low cost houses. The checklist covered both planning and design requirements for low cost houses covered under CIS 2. The findings showed that the requirements were fully implemented in the low cost houses planning and design stage.
This showed that CIS 2 had been well implemented and used as an important guideline in any planning and design stage of low cost housing in Klang Valley.
118 5.3
Conclusion
Several methods had been used for the survey which involved literature work and empirical works to derive out the conclusions of the study. Literature works had been conducted with reference to related materials such as books, articles from journals, conference papers, and websites, while the empirical works were carried out by two main instruments, which are through questionnaire forms and a checklist. The data was arranged and analyzed and the findings were concluded to determine the respondents’ satisfaction level on quality of material and workmanship of low cost houses in their house.
Generally it can be concluded that the low cost house dwellers in Klang Valley seemed to be quite satisfied with the quality of material and workmanship in their houses, compared to the other factors provided in CIS 2, such as facilities and the house design. This is supported by their opinions on the quality with the price they had paid for as they think that the quality is acceptable for the price they had been paying for. However, they still think that there are some areas which should be increased on the quality aspect. Therefore revisions should be made for minimum requirements especially for low cost housing to ensure that low income groups can still afford a quality standard of life with emphasis on the facilities and design aspects.
119 5.4
Recommendations
5.4.1
Recommendations based on findings
From the survey conducted, the findings revealed that the dwellers had not been experienced so many problems with the quality of material and workmanship, but were not very satisfied with the provisions for the facilities and design of their houses. This is due to the provisions for low cost housing of CIS 2 which was developed in 1998 and had not been very relevant nowadays. Even though there were more standards had been introduced until CIS 7, these standardisations emphasised more to the IBS system generally and had not covered the minimum standardisations for low cost housing.
For example, the provision of one unit parking area for each four (4) units of low cost houses is not relevant nowadays as most of the dwellers have their own transportation. Therefore revisions should be made for minimum planning and design requirements for low cost housing to ensure that low income groups can still afford a quality standard of life with emphasis on the facilities and design aspects.
5.4.2
Recommendations for Future Study
It is recommended that further studies be carried out on certain other issues on low cost housing such as the adequacy of space or design for low cost houses with focus on related aspects such as the layout, natural lighting and ventilation. This is because these factors provided under CIS 2 had been found in the survey to be unsatisfactory to the customers. This issue had been also identified in Kuala Lumpur Structure Plan 2020 as one of major issues in Klang Valley.
120
REFERENCES
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123 SPNB. http://www.spnb.com.my/bm/corporate/projects_rmm.htm Projek Perumahan Rakyat. Accessed on 11 January 2008. Talha, M. (2004). “Total Quality Management (TQM): an overview”. The Bottom Line: Managing Library Finances. Vol. 17, No. 1: 15-19 Tang, S.L; Ahmed, S.M; Aoieong, R.T and Poon, S.W. (2005). Construction Quality Management. Hong Kong. Hong Kong University Press. Taylor, T. (2007). Residential Integrator’s Customer Relations. New York. Thomson. Wah, L.S, Min, L.C. and Ann, T.W. (1994). ISO 9000 in Construction. Singapore. McGraw Hill. Wikipedia. http://en.wikipedia.org/wiki/Timeliness. Timeliness. Accessed on 14 March 2008. Wikipedia. http://en.wikipedia.org/wiki/Customer_satisfaction. Customer Satisfaction. Accessed on 12 January 2008. Wikipedia. http://en.wikipedia.org/wiki/Innovation. Innovation. Accessed on 14 March 2008. Woodruff, R.B., Gardial, S.F. (1996). Know Your Customer : New Approaches to Understanding Customer Value & Satisfaction. Oxford. Blackwell Business. Zikmund, W.G., McLeod, R., Gilbert, F.W. (2003). Customer Relationship Management: Integrating Marketing Strategy and Information Technology. United States. Wiley.
124 FAKULTI KEJURUTERAAN AWAM UNIVERSITI TEKNOLOGI MALAYSIA TAHAP KEPUASAN PENGGUNA TERHADAP KUALITI KERJA BINAAN PERUMAHAN KOS RENDAH DI LEMBAH KLANG (Customer’s Satisfaction Towards Quality of Workmanship of Low Cost Housing in Klang Valley)
BORANG SOAL SELIDIK Tujuan dan Objektif Kajian:‐ Kajian ini adalah bertujuan untuk mengenalpasti tahap kepuasan pengguna terhadap kualiti kerja binaan perumahan kos rendah di Lembah Klang. Objektif kajian ialah untuk : 1.Mengkaji konsep kepuasan pengguna dan kaitannya dalam industri binaan 2.Mengenalpasti masalah kualiti kerja binaan yang sering dihadapi di perumahan kos rendah di kawasan Lembah Klang 3.Menentukan tahap perlaksanaan peruntukan kualiti perumahan kos rendah CIS2 CIDB terhadap perumahan kos rendah di sekitar Lembah Klang Segala maklumat yang akan diberikan adalah sulit dan hanya digunakan untuk tujuan kajian ini sahaja. Skop:‐ Skop kajian ini melibatkan tahap kepuasan pengguna terhadap kualiti kerja binaan perumahan kos rendah di sekitar Lembah Klang. Soal‐selidik ini terbahagi kepada empat(4) bahagian iaitu: Bahagian A : Maklumat Am Penghuni Bahagian B : Tahap Kepuasan terhadap ciri‐ciri kediaman Bahagian C : Masalah kualiti kerja dan binaan yang dihadapi Bahagian D : Komen/Pandangan/Cadangan Soal selidik ini hanya mengambil masa tidak lebih dari 10 minit untuk dijawab. Kerjasama anda amat dihargai dan diucapkan terima kasih. FAIZAH BINTI ABU BAKAR Sarjana Sains (Pengurusan Pembinaan), Blok W3, Bilik 117, Kolej Datin Seri Endon (12), Universiti Teknologi Malaysia, 81310 Skudai, Johor Darul Takzim. E‐mail : [email protected] Telefon : 019 ‐ 3982938
125 BAHAGIAN A : MAKLUMAT AM PENGHUNI 1. Nyatakan sama ada anda adalah penyewa atau pemilik kediaman ini. Penyewa Pemilik 2. Jenis Kediaman : Rumah Pangsa Apartmen
3.
Lingkungan umur : 18 – 25 tahun 25 – 30 tahun 30 – 40 tahun 40 – 50 tahun > 50 tahun
5. Pekerjaan :
4. Tempoh mendiami :
