Maloney, W F (2002) Construction product/service and customer satisfaction. Journal of Construction Engineering and Management, 128(6), pp. 522-529. ISSN 0733-9364
Abstract
Construction has typically been viewed as a production process, with the product being the completed facility. In addition to providing this product, contractors also provide service. Construction is examined in terms of the service product, service delivery, and service environment. The concept of service encounters is examined in the context of perceived quality and customer satisfaction. Determinants of service quality are analyzed in terms of how they influence perceived quality. The relationship between the criteria used by customers in choosing suppliers and the factors driving satisfaction are examined, and results of two studies of factors involved in contractor selection and satisfaction are reviewed. These factors are the contractor-customer relationship, the contractor's project management skills, the contractor's safety performance, whether the contractor has a prepared/skilled workforce, and the cost of the work.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | client relationships; contractors; cost control |
| Index terms: | contractor selection, service delivery, satisfaction, customer satisfaction, determinant, project management, production process, cost control, service quality, construction product, safety performance |
| Subjects: | project delivery, financial and cost management, economic analysis, risk assessment, occupational health and safety management, manufacturing engineering, performance measurement, tendering, service delivery, project management theory and practice |
| Topics: | Quality Management, Stakeholder Management, Risk Management, Procurement, Business Strategy, Cost Management, Health and Safety, Project Management, Engineering Principles |
| Descriptive scope: | 2 PC |
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