Stakeholders’ Perception Towards Best Practice In Home Warranty System
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Date
2015-08
Authors
SIBLY, SUFARDY
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Abstract
The housing development industry is one of the industries which have contributed towards the economic growth in Malaysia. Housing developers will try to complete their housing projects within the best of their capabilities and they will try to provide satisfaction to their customers in competition with other developers. However, not all projects are successfully completed without problems. The problems of defects, delays and projects abandonment are still in existence although many laws and regulations are available. Realizing the need for housing sustainability by the public, the demands for home warranty becomes more popular not only to provide assurance to the customers but also to be used as a tool in marketing strategies. However, a good warranty application cannot be applied without some basis of good criteria. Therefore, this study aims to highlight the criteria of best practices for the home warranty system based on the stakeholders’ perspective other than the related literatures. At the same time, the study aims to review its application in the various kinds of housing warranties that are available in the current market. The concept of home warranty was developed from the literature review based on the product warranties. Through previous literature, a framework was established, which consists of a few features forming the criteria for best practices, namely the legislative, political, economic, design and knowledge. This study adopts qualitative methods, in which data were collected through focus group interviews. Purposeful sampling was employed to select respondents which consist of organizations that are directly involved with housing development. Structured
interviews were conducted and questions were based on the framework. The data were analysed using content analysis. The findings from this research suggest that all the five criteria are important to be treated as the best practices towards having a comprehensive home warranty. It indicates the relevance of housing authorities such as the policy makers to consider the five criteria of best practices in evaluating and improving the quality of services within the housing industry. Additionally, the identification of the criteria of best practices could also benefit other stakeholders within the industry as a supportive guideline to be considered when implementing new standard of practices.
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Keywords
Stakeholders’ Perception Towards Best Practice , In Home Warranty System