Quality in Housing Project: Examining the Relationship Towards Labour Productivity, Rework, And Customer Satisfaction Using PLS-SEM Approach

Abstract

From the results of the data analysis using PLS-SEM, it was found that quality performance has a strong relationship among the tested variables. Especially on customer satisfaction and rework variables. Customer satisfaction and rework have path coefficient value (β)0.325 and -0.558 respectively. With this result, it can be concluded that better-quality performance will improve customer satisfaction and rework reduction. The findings of this study provided important contribution for construction practitioners especially those who involved in the development of housing project to pay more attention in the implementation of quality management by developing effective and efficient project quality program. thus, labour productivity, reduction of rework and customer satisfaction can be significantly improved. Considering, housing projects vulnerable facing quality failure due to low-quality management on site were performed by mostly housing contractors in Indonesia.