Assessing Homebuyer Complaint Factors during the Defect Liability Period: A PLS-SEM Approach

Prior works have identified the types of defects and common issues associated with housing development, yet a gap exists in linking house defects and developer response to homebuyer complaints. Therefore, this study aims to assess the impact of complaint factors on homebuyer complaints during the defect liability period (DLP). The objectives of this study are to (1) develop underlying constructs to categorize interrelated factors, and (2) assess the impacts of the underlying constructs on homebuyer complaints. Semistructured interviews and a systematic review were conducted to identify 37 factors, which were subsequently used to develop a survey. After data collection, exploratory factor analysis (EFA) was employed to develop the underlying constructs. Then, partial least squares-structural equation modeling (PLS-SEM) was used to assess relationships between the underlying factors and homebuyer complaints. Three underlying constructs, namely, end product, guidelines, and developers' response, were obtained through this method. PLS-SEM indicated that all three underlying constructs significantly impact homebuyer complaints. This study provides evidence that house defects, the developer's response, and industry guidelines significantly impact homebuyer complaints. These findings contribute to refining current house sales and purchase agreement contract clauses. Moreover, this study is groundbreaking in modeling the relationship between complaint factors and homebuyer complaints.