Factors Influencing Customer-Service Quality in the Pre-Cast Concrete Industry: An Exploratory Factor Analysis

Abstract

Any buoyant market that faces incessant volleys of material and skills shortages, such as the precast concrete industry, is susceptible to international competition. There is a notable rarity of studies focusing on service quality and customer satisfaction in this industry sector. This study investigated factors influencing customer service quality in the precast concrete market. A quantitative methodology was adopted in which a structured questionnaire was administered to 260 customers who purchased precast concrete products from a selected manufacturer in Gauteng Province, South Africa. The factors influencing customer service were identified using factor analysis. The procedure revealed five service quality dimensions which are responsiveness, problem solving, physical aspects, service personnel and physical appearance. The overall mean value of 4.17 indicated a moderate level of service satisfaction. Furthermore, customers perceived the company to be somewhat inconsistent in responding to issues promptly and courteously. The study has value in that it provides information on which factors require managerial attention in efforts to improve customer perceptions of service quality. In this way, managers may be able to allocate resources to improve service in their respective organisations.

DOI: 10.5901/mjss.2014.v5n8p115