A Study on Comparison of Quality Perceptions of Contractors and Customers in Flat-For-Land Projects

Abstract

Quality is a subjective concept, varying from person to person, shaped by the extent to which individuals' expectations
of a product or service are met. In Turkey, the majority of residential properties are constructed through flat-for-land
projects. To ensure successful sales, contractors in such projects must determine customer expectations before
starting construction. In other words, there should be a common quality perception between the contractor and the
customer. This study aims to reveal whether there is an alignment between the quality perceptions of contractors
and customers who purchase residential properties. Within this scope, semi-structured interviews were conducted
with two different participant groups consisting of 9 contractors and 14 customers. Participants were asked to define
a quality residence and specify the features that make a residence high quality. Through the interviews, six main
themes and 18 sub-themes shaping participants' quality perceptions were identified. As a result, it was concluded that
the themes of "Architectural Design," "Materials," and "Structural Stability" were common in the quality perceptions
of both groups.