Improving Customer Satisfaction in the Home-Buying Process by Applying DMAIC
Abstract
Customer satisfaction is an important
aspect for the success of any business that provides
services. This research strives to provide new
methods or ways to improve customer satisfaction
during the process of buying a home. The new
methods were developed using the Six Sigma
improvement cycle DMAIC (Design, Measure,
Analyze, Improve and Control). To analyze this
topic, customer complaints regarding the service
provided by lenders and builders during the
purchase of a home were evaluated. Complaints
were classified in different categories and the root
cause was identified. As a result, it was possible the
development of solutions to improve the different
aspects of the service where customer’s expectations
were not achieved. The proposed solutions can be
implemented by the service providers to improve
customer satisfaction during the home-buying
process.
Key Terms ⎯ Customer Satisfaction, DMAIC,
Improvements, Six Sigma.