International Research Journal of Engineering and Technology (IRJET) e-ISSN: 2395 -0056 Volume: 03 Issue: 03 | Mar-2016 www.irjet.net p-ISSN: 2395-0072 © 2016, IRJET | Impact Factor value: 4.45 | ISO 9001:2008 Certified Journal | Page 1 Study of Factors Affecting Customer Satisfaction for Residential Flats in Surat and Ahmedabad city in Gujarat Region of India Rathod Piyush 1 , Dr.Rajiv Bhatt 2 ,Dr. Jayesh Pitroda 3 1 Student of final year M.E. & Construction Engineering & Management & B.V.M. Engineering College, Vallabh Vidyanagar, Gujarat, India, piyush99116@gmail.com 2 HOD, Associate Professor, Civil Engineering Department, A.D. Patel Institute of Technology (ADIT), New Vallabh Vidyanagar, Gujarat, rajiv7967@gmail.com 3 Assistant Professor, Civil Engineering Department, BVM Engineering College, Vallabh Vidyanagar, Gujarat, jayesh.pitroda@bvmengineering.ac.in Abstract - Customer satisfaction is very essential for construction industry for Residential projects. In India, real estate sector is passing through tough period. Construction industry needs to understand the needs of residents to continuously improve their products. This paper focuses on analysis of satisfaction factors of customers of Residential flats in cities like Surat and Ahmedabad Gujarat region of India. A customer may be defined as the owner of the project and the one that needs the constructed facility. In simple terms, the customer is the buyer of the product or service. Various factors affecting customer service satisfaction, It was found that flat owners in these unsatisfied with the facilities. We find the satisfaction and un satisfaction factor from Flat owner. Keywords: Customer satisfaction, Residential flats, RII. 1.INTRIDUCTION Customer satisfaction is an important factor in the development of the construction process and customer relationship. As construction companies face-increasing competition, greater attention continues to be placed on customer relationships and satisfied customers. Customer satisfaction enables construction companies to differentiate themselves from their competitors and create sustainable advantage. The primary purpose of buildings is to provide occupants with conducive, safe, comfortable, healthy and secured indoor environment to carry out different kinds of activities ranging from work, study, leisure and family life to social interactions. In order to achieve this purpose, buildings are designed, planned, constructed and managed based on standards and specifications established by governments, professionals and experts, who are supposed to have adequate knowledge of user’s needs and expectations. Customer satisfaction has become one of the issues for construction companies in their efforts to improve quality in the competitive market place. It can be seen as either a goal or a measurement tool in the development of construction quality. It is also apparent that high customer satisfaction leads to the strengthening of the relationship between a customer and a company, and this deep sense of collaboration has been found to be profitable. Satisfaction studies cut across a wide range of disciplines in the management and social sciences as well as the built environment. enerally speaking, satisfaction is a subjective evaluation of the performance of products or services in meeting the needs and expectations of users or customers. It compares the benefits or values users or customers derive to that expected when a product or service is consumed. In a nutshell, satisfaction is a measure of the difference between the actual and expected performance of products or services in meeting users’ needs and expectations from the users’ or consumers’ perspective during or after a consumption experience. Buildings like any other products are designed and constructed with lots of expectations by clients, professionals, users and the community. To clients, buildings require huge capital investment and are expected to bring returns on investment, while to professionals (e.g. architects, builders and engineers) buildings are products of their creativity and imaginative thinking. On the part of users and community, one crucial expectation is that buildings will meet their needs and aspirations by supporting their daily activities and ultimately improve the aesthetic quality of the built environment. The objective of this paper is to examine and deepen the understanding of customer satisfaction factors in the construction projects in Surat and Ahmedabad city.