Presenting a Customer Complaint Model in the Country's Construction Industry with the Foundational Data Theorizing Approach

Due to population growth, the need for construction is inevitable. In this regard, the country's construction industry has always faced challenges in ensuring its quantity and quality. Accordingly, the purpose of this research was to provide a customer complaint model in the country's construction industry with the foundational data theorizing approach. This research was qualitative and basic in terms of purpose. The statistical population of the present study included professors of architecture, civil engineering and urban planning and senior managers of construction companies in Anzali city in 2020. In this research, theoretical sampling was used and the sample size was determined to be 17 based on theoretical saturation. The data collection tool in this research was a semi-structured interview, and qualitative data analysis was carried out through the fundamental data processing method. In addition, the formal method was used to confirm validity of the findings, and the coding agreement coefficient method was used to confirm reliability; the result of recoding was 0.91. The findings were also analyzed by the manual coding method. The findings showed the causal conditions (including the lack of business ethics and non-compliance with project management configuration principles), central phenomenon (customer complaints), intervening conditions (drafting policies and macro policies of the government), background conditions (economic and competitive factors), strategies (special value of the brand) and the cost of lost opportunity and design of the structure based on needs assessment were selected as outcomes. It can be concluded that the customer complaint model in the country's construction industry had ethical, economic, policy and cost components that can be considered by the country's construction industry planners.