Aluko, O R; Godwin Iroroakpo, I and Mewomo, M C (2021) Relationship between perceived service quality and client satisfaction indicators of engineering consultancy services in building projects. Journal of Engineering, Design and Technology, 19(2), pp. 557-577. ISSN 1726-0531
Abstract
Service quality is a major determinant of business performance. Empirical evidence from the literature indicates that, to attain a high level of customer satisfaction, a high standard of service quality should be provided by the service provider. This study aims to examine the relationship between the perceived service quality and the indicators of client satisfaction with particular reference to engineering consultancy services in building projects. A survey research approach was adopted using a semi-structured questionnaire as an instrument of data collection. The questionnaire survey formed the basis for the descriptive and inferential (Pearson correlation and multiple regression) statistics that were used to evaluate the relationship between engineering consultants' service quality and clients' satisfaction indicators. The study identified 10 key technical indicators and 10 key managerial indicators for measuring client satisfaction. Statistical analysis shows a positive significant relationship between the perceived service quality and all the indicators of client satisfaction. The positive correlation values show that as perceived service quality increases, both technical and management indicators of client satisfaction equally increase. The results offer opportunity for professional service providers to continuously develop the technical and management indicators, embrace personnel training and key into continuous professional development for better service quality.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | business performance; client satisfaction; performance; personnel; service quality; training; client; consultant; engineering consultant; professional; questionnaire survey; multiple regression; statistical analysis |
| Index terms: | statistics, questionnaire, professional service, satisfaction, business performance, professional development, personnel, evidence, service quality, determinant, client satisfaction, consultancy, survey, customer satisfaction, multiple-regression, statistical analysis, engineering consultant |
| Subjects: | professional development, evaluation and assessment methods, project delivery, mathematical modelling, organization, performance measurement, data science, management, data collection methods, service delivery, statistical analysis, risk assessment, client relations, professional |
| Topics: | Research Practice, Project Management, Quality Management, Roles and Professions, Information Management, Risk Management, Human Resources, Organizational Design, Stakeholder Management |
| Descriptive scope: | 4 PCEA |
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