How to Improve Customer Trust in Residential Quality: An Analysis of Quality Information Disclosure Strategies Considering Blockchain

The building industry is facing reduced customer trust due to serious quality defects. This study examines the effectiveness of blockchain technology as a solution for enhancing customer trust in building quality. Considering customers’ consciousness of transparency and trust level regarding building quality information, this study explores the impact of blockchain adoption and construction quality information disclosure strategies on the profits of developers and contractors under a revenue-sharing mechanism. Two game-theoretical models are constructed: Model N without a blockchain; and Model B with a blockchain. This study yields several noteworthy findings: first, the adoption of a blockchain in building quality disclosure is not always beneficial for the developer and the contractor; the blockchain should be adopted when customers already have a certain distrust toward building quality. Second, the inclination to adopt a blockchain is not always consistent between developers and contractors. Increasing the revenue-sharing ratios encourages them to make consistent decisions on blockchain adoption when the related application is relatively mature and customers have a relatively high consciousness of transparency. Third, customers with a heightened awareness of transparency are willing to pay a premium for apartments that provide enhanced quality transparency. Finally, the maturity of a blockchain and its applications is a critical factor that influences the decision to adopt a blockchain and the extent of information disclosure.