Nkado, R N and Mbachu, J I (2001) Modelling client needs and satisfaction in the built environment. In: Akintoye, A (ed.) Proceedings of 17th Annual ARCOM Conference, 5-7 September 2001, Salford, UK.
Abstract
Client satisfaction adds value to service organizations, including increased market share and profitability levels. The main criterion for assessing client satisfaction in the construction industry is the extent to which procurement processes fulfil clients' 'stated' and 'latent' needs and objectives. The former are expressed in terms of cost, time, quality and other measurable performance criteria. However, by failing to integrate clients' strategic goals and other non-stated needs in delivering end products, service providers also fail to provide high levels of satisfaction to their clients. It is therefore argued that a clear understanding of client's latent investment objectives as well as the stated preferences and satisfaction criteria at the outset of the procurement process, and subsequent monitoring of the satisfaction levels at distinct stages by using the established criteria, could guide the professionals in delivering satisfactory outcomes. This paper presents a methodological discussion on the development of a theoretical model for this purpose, and demonstrates its application in monitoring client satisfaction levels in the procurement process from a case study scenario. The report is based on the preliminary findings of research into client needs and satisfaction in the built environment.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | needs assessment; client satisfaction; procurement; professional |
| Index terms: | satisfaction, case study, procurement process, performance criteria, market share, construction industry, preference, modelling, client satisfaction, built environment, profitability, monitoring |
| Subjects: | industry analysis, infrastructure and transport systems, market analysis, decision-making and reasoning, performance measurement, economic analysis, project delivery, analytical methods, contractual arrangements, control systems, client relations, data collection methods |
| Topics: | Procurement, Stakeholder Management, Project Management, Research Practice, Engineering Principles, Business Strategy, Site Management, Quality Management, Urban Studies |
| Descriptive scope: | 4 PCTE |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here