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Abstract

ALMADA, Isabela Winter  and  TONTINI, Gérson. Critical satisfaction attributes in architectural services: comparison of clients' and architects' points of view. Prod. [online]. 2012, vol.22, n.2, pp. 213-224.  Epub Mar 06, 2012. ISSN 0103-6513.  http://dx.doi.org/10.1590/S0103-65132012005000008.

The purpose of the present work was to identify the perception of clients and architects on critical attributes of customers' satisfaction in services of home architecture. It is an exploratory and quantitative research which uses questionnaires to collect data. The 15 researched attributes were identified based on literature review. One hundred clients and thirty architects were interviewed. Results indicate that clients expect architects solve their problems from the design to the construction phases, and that they should understand customers needs without further changes and customers' interaction during the service process. In the clients' view, the service provided by the architects is technical. The architects believe their service should be carried out in close connection with clients and that the service is centered in the creation and design phases. As a conclusion, considering the clients view, the architects who want to have a competitive differential in the market should understand that their service has a wider scope, going from the creation until the handing in of construction, with guarantee of the services. Architects also must understand that clients suppose their needs are understood and that meeting the initial schedule and budget are attractive attributes.

Keywords : Service quality; Customer satisfaction; Architectural services; Project quality.

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