Using ICT to improve customer satisfaction in small and medium sized construction companies: A study among malaysian construction SMEs

Abstract

Nowadays, the growth of small and medium sized enterprises (SMEs) is one of the important criteria for assessing the rate of success for each country and governments try to expand it among societies. At present, in the ongoing emphasis to be competitive and survive, organizations need to continuously improve the goods and services to meet customers' and stakeholders' needs. This study examines the importance of customer satisfaction for Malaysian SMEs in construction sector. Then it tries to understand the factors that are important for Malaysian customers in order to improve their satisfaction. Finally, it suggests a system to help companies' managers to understand the needs and points of view of their customers.