REVISÃO SISTEMÁTICA DA LITERATURA SOBRE A SATISFAÇÃO DO CLIENTE COM O IMÓVEL DE ALTO PADRÃO NO CONTEXTO DA CONSTRUÇÃO CIVIL

Abstract

Customer satisfaction has become a strategic element in the civil construction sector, especially in the high-end real estate market, where elevated expectations involve not only technical performance but also symbolic and functional values. In this context, understanding how consumers perceive quality, customer service, and added value becomes essential for the competitiveness of developers. Therefore, this study conducted a Systematic Literature Review (SLR) with the objective of identifying the main factors that influence customer satisfaction with high-end properties, analyzing how construction quality, performance, customer service, the purchasing process, and after-sales activities impact the consumer experience and loyalty. The methodology followed the PRISMA 2020 guidelines and used the StArt software for data organization, screening, and extraction, ensuring rigor and transparency in the selection of studies. A total of 94 papers were identified, of which 16 met the eligibility criteria and composed the final sample. The results indicate that satisfaction in this segment is multidimensional, being influenced mainly by technical factors such as thermal and acoustic performance, energy efficiency, automation, and sustainability, followed by symbolic factors related to status, identity, exclusivity, location, and urban landscape. The functional dimension—encompassing customer service, communication, after-sales, layout, comfort, and services—appears to be less explored in the analyzed studies, suggesting an emerging field of investigation. Based on the consulted literature, a market tendency to focus on the physical quality of the product is observed, although studies also indicate that the customer journey and symbolic attributes play a relevant role in the premium customer’s perception of value. However, this inference should be further deepened through applied empirical studies, longitudinal research, and systematic post-occupancy evaluations to confirm or challenge this tendency. The findings open avenues for future research that relate satisfaction to post-sales performance metrics, comparative regional analyses, qualitative studies on user experience, and the development of standardized instruments for measuring satisfaction in high-end developments. Additionally, the study suggests exploring themes such as sustainable retrofit, advanced automation, associated services, and integration between engineering, architecture, and customer service.