Recommendations to Improve Project Delivery Process for Better Customer Experience and Trust

Abstract

The case company, Binori group is well known real estate developer based in Ahmedabad, Gujarat, delivering both commercial and residential project. The process of delivering real estate projects adopts an organized method for planning, designing, constructing buildings and handing over properties to meet customer expectations and ensure timely completion with quality standards. The case company faces difficulties keeping customer trust because delays in project delivery combine with poor communication transparency alongside inadequate after sales property maintenance and management. The research investigates current project delivery process inadequacies to develop recommendations which enhance customer trust throughout the process. The research utilized the applied approach by evaluating current process and identifying shortcomings before studying relevant literature and generating functional recommendations that underwent validation. The research showed that unclear practices in project completion phases create negative effects on customer satisfaction as well as brand loyalty. The improvements are expected to support better communication, timely delivery and enhance customer experience. The unmeasured customer satisfaction and feedback was prioritized, and measures to enhance transparent customer communication, structure feedback collection and centralised customer Feedback management systems were presented.