건설사업관리(CM) 고객만족도 분석에 관한 연구

Abstract

More than 10 years have been passed since the CM service was introduced in Korea. The total value of CM contract in 2013 was 4,886 billion KRW among 60 companies (performances which was evaluated and published by the Ministry of Land Center). The number of contract was increased by 50% than that of the previous year. This outcome was supported by huge-scale projects(the relocation of the U.S. and etc.) and expansion of overseas projects(Baku Olympic stadium and etc.). However, the CM industry was focusing on quantitative aspects rather than qualitative aspects. Although importance of the customer is emphasized in CM industry, CM customer service was not managed systematically. Therefore, the purpose of this study is to evaluate the customer satisfaction by creating the CM Customer Satisfaction Evaluation System. In the process of developing the system, applicable satisfaction models were considered and the list for satisfaction measurement was made. This study shows the current customer satisfaction in public CM service and has led to find which part of CM service should have been developed.