The Impact of Customer-Centered Quality Management Systems on Profit and Satisfaction in Construction Companies
Cheirkhanova A. Juman J. Yezhebekov M. Makulova A. Khamzayeva A. Zhuman Y.
May 2025Multidisciplinary Digital Publishing Institute (MDPI)
Sustainability (Switzerland)
2025#17Issue 9
In an increasingly competitive construction industry, quality management systems (QMSs) play a critical role in improving operational performance and customer satisfaction. Despite growing interest, limited research has examined how customer-oriented QMSs affect financial and non-financial outcomes in construction firms, particularly in emerging markets such as Kazakhstan. This study investigates the relationship between QMS implementation and company performance by analyzing data from 23 Kazakhstani construction companies. The methodology combines regression analysis, multivariate analysis, and k-means clustering to assess the impact of QMSs on sales volume, product profitability, quality management costs, and customer satisfaction. Regression analysis revealed that customer satisfaction (CSL), product profitability (PP), and economic efficiency of the QMS (EEQMS) have a statistically significant positive effect on sales volume (SV), while excessive quality costs (QMC) may negatively influence performance if not optimized. Cluster analysis further identified distinct groups of companies with varying levels of QMS effectiveness and profitability. This study offers empirical evidence on the financial value of customer-oriented QMSs in the construction sector. It contributes to the literature by highlighting performance drivers in QMS implementation and provides practical recommendations for managers and policymakers to improve quality strategies in similar regional contexts.
construction industry , customer satisfaction , Kazakhstan , profitability , quality management system (QMS) , regression analysis
Text of the article Перейти на текст статьи
Business School, Eurasian Technological University, Almaty, 050000, Kazakhstan
Department of International Relations and World Economy, Al-Farabi Kazakh National University, Almaty, 050040, Kazakhstan
School of Digital Technologies, University NARXOZ, Almaty, 050035, Kazakhstan
Center for Euro-Asian Studies, International Academy of Innovative Technologies, Almaty, 050059, Kazakhstan
Business School
Department of International Relations and World Economy
School of Digital Technologies
Center for Euro-Asian Studies
10 лет помогаем публиковать статьи Международный издатель
Книга Публикация научной статьи Волощук 2026 Book Publication of a scientific article 2026