Quality Assessment System in Construction (QLASSIC) in Malaysia Construction Industry: a Study of its Awareness Level among Developers and Contractors, and Its Impact on Construction Cost, Construction Time and Customer Satisfaction

Yoong, Seow Jia (2020) Quality Assessment System in Construction (QLASSIC) in Malaysia Construction Industry: a Study of its Awareness Level among Developers and Contractors, and Its Impact on Construction Cost, Construction Time and Customer Satisfaction. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

In the Eleventh Malaysia Plan (2015-2020), the government has planned to upgrade Malaysia from developing nation to developed nation. Quality has become very important in the construction industry as output of quality buildings are the hallmark of a developed nation. In order to uplift and monitor the quality standard of building works, the government via CIDB has come up with QLASSIC assessment system in 2007 to evaluate the quality of workmanship in new projects. From past researches and statistics, there is a perception that the awareness of QLASSIC assessment system in construction industry is pretty low and there is a need to inculcate the awareness of quality requirement among the construction industry stakeholders. Also, there is a saying that the cost and time are two very important factors that have been hampered the implementation of QLASSIC system. Therefore, the research is planned to investigate and determine on the awareness level of QLASSIC system among the developers and contractors, the cost and time factors that affecting the implementation, and the effect of quality on house buyers & customer satisfaction. The research is conducted based on literature review, questionnaire survey using quantitative approach and descriptive research method. Questionnaires had been sent out to 150 respondents selected in random with 66 respondents replied to the questionnaires. Semi-structured interviews to one developer and one contractor also been conducted to supplement to the questionnaire. Data analysis is done by descriptive statistic method using tables, pie-charts/bar charts to show the frequency distributions, mean distribution and Likert scale method. The tools utilized to analyse the data are SPSS analysis software, Google Form, Microsoft Excel and Microsoft Word. The result from the analysis shows that though there is a much-improved awareness level among the developers and contractors, it is still far from satisfactory. The result also reaffirms the previous researchers’ perception that implementation of QLASSIC will increase the construction cost and time. Among the barriers to the implementation of QLASSIC, the cost factor is considered to be the most significant barrier and time factor is considered to be least significant. The respondents generally also agreed that QLASSIC has positive consequences to the sales of houses and customer satisfaction. The research identifies the problems and hurdles that faced by the construction industry when come to implementing the QLASSIC system. By identified the problems and hurdles, solutions can then be devised from there to overcome these problems and hurdles. Generally, most of the solutions will need the government to take the lead and provide assistance such as providing tax incentive to encourage adoption of QLASSIC, solving foreign workers problem, dialogue with industry players to discuss on making QLASSIC mandatory and etc.