ZEMCH 2015 - International Conference Proceedings | Page 512

Table 1: Levels of consumer satisfaction in the CCA program
CCA Levels of
Satisfacion

Dwelling interior spaces

Dwelling components

Living
Room

Kitchen

Laundry
room

Bedrooms Bathroom Doors and Eletrical
Windows System

Plumbing Finishing
System
Materials

Very Satisfied

10%

6%

5%

11%

7%

3%

11%

2%

1%

Satisfied

64%

56%

49%

80%

66%

59%

67%

61%

49%

Neither Satisfied
Nor Dissatisfied

16%

15%

14%

7%

12%

10%

8%

18%

13%

Dissatisfied

8%

20%

24%

2%

10%

16%

10%

14%

18%

Very Dissatisfied

3%

4%

8%

0%

5%

8%

4%

6%

8%

Even though changes in plans are allowed, modifications after occupancy are common (figure 5).
96% of the interviewees have already added or is planning to add one more room in the back
yard for leisure porpoise, with a barbecue place. Changing finishing materials, such as ceramic
tiles, wall painting and bathroom metals; are the second most frequent type of modification after
occupancy. Other changes such as adding air conditioning and security elements, such as fences,
were also observed.

Figure 5: Most common modifications in dwellings after occupancy – CCA program

PAR program
In the PAR program, there were four main stakeholders participating on the provision process. In
this case, the government has a greater influence on the configuration of final product, since it
establishes some design restrictions to be followed by the construction companies (e.g. the price
has to be the same for all dwellings, there are minimum areas to be followed). Different from the
CCA program, in this context it is not the company that advertises the product and gathers potential costumers, instead, the government advertises the possibility to participate in this program in
a given city, registering the interested families. Another peculiarity is that after dwellings are built
the government is responsible for distributing dwellings to final users. The bank also has some
other additional activities rather then just evaluate and approve the product. In this case it is the
financial institution that develops the social work (rather than the construction company) with
the families throughout the entire process, including post occupancy phase. This is also a leasing
program, in which dwellings remain as government property for 15 years. Throughout this period,
a facility management company is hired to supply administrative services such as collect users’
complaints and assure monthly payment.

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ZEMCH 2015 | International Conference | Bari - Lecce, Italy