Antecedents of custumer satisfaction of construction business: Case of Turkish Republic of Northern Cyprus

ABSTRACT: The aim of this research is to study on customer satisfaction (CS) of construction companies in Turkish Republic of Northern Cyprus (TRNC). To do so a framework has been developed to evaluate of effecting of factors and their relations to the CS in the field of construction companies. During this study a home-buyer satisfaction conceptual model developed based on SERVQUAL elements and also factors of CS. Also CS is empirically examined as expectation and perceived by the customers according to data gathered by surveys, regression analysis applied to the gathered data by using SPSS software afterwards. Final results reveal that there is a general dissatisfaction among most of the customers, but this dissatisfaction varies between factors of CS. This dissatisfaction is much higher among foreigner property owners. Keywords: Customer Satisfaction, construction companies, TRNC (Turkish Republic of Northern Cyprus). …………………………………………………………………………………………………………………………