Buyer-Seller Relationships: Precast Concrete and Construction Industry

Purpose of the study: To evaluate customer service quality among clients purchasing precast concrete products from a manufacturing company. Problem Statement: Any buoyant market facing shortages of material and skills, like the precast concrete within the construction industry, is prone to being infiltrated by companies from other countries. Competition builds on the assumption that no buyer or seller has had the power to influence the market conditions to their own benefit. Moreover, all buyers and sellers have been in the fortunate position of having perfect information about the costs and demand situation and all have been free to enter and leave the marketplace. Methodology: The research design encompassed both a review of the literature and an empirical study. A quantitative methodological paradigm was used. A sample of 260 customers which comprised general contractors, government institutions, civil consultants and end-users operating in Gauteng province was used in the study. The coefficient alpha reliability ranged from 0.70 to 0.815 which was considered satisfactory. Findings:A factor analysis procedure revealed five service quality dimensions.