Cheng, J and Proverbs, D G (2004) The impact of strategic decisions on construction client satisfaction. In: Khosrowshahi, F (ed.) Proceedings of 20th Annual ARCOM Conference, 1-3 September 2004, Edinburgh, UK.
Abstract
Previous research findings indicate that a client's strategic decisions have a significant impact on their satisfaction levels. However, the nature and significance of this impact has not been clearly identified and hence client satisfaction remains as an elusive issue in the construction sector. This research reports on the initial findings of an on-going research project that aims to develop a rigorous empirical model identifying the impact of strategic decisions on client satisfaction. A detailed literature review of strategic decisions and their implications for client satisfaction is presented. Findings indicate the selection of an appropriate procurement system as one of the most significant strategic decisions at the earlier stage of construction projects. The use of an effective cost management approach during the implementation stage was also revealed as being significant towards client satisfaction. Furthermore, it is revealed that the nature of strategic decisions varies across the whole life cycle of construction projects and that the impact on client satisfaction depends as much on timing as on the subject of the decision. Further research efforts focusing on an investigation of strategic preferences and their impact on client satisfaction levels throughout the project life cycle are recommended.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | construction improvement; literature review; procurement; project performance; project life cycle |
| Index terms: | procurement system, client satisfaction, investigation, project performance, construction project, construction sector, preference, implementation, satisfaction, whole life cycle, construction client, cost management, literature review, life cycle |
| Subjects: | project delivery, contractual arrangements, data analysis and analytics, practitioner, value management, client relations, data collection methods, industry analysis, project management theory and practice, production management, decision-making and reasoning, accounting and finance, sustainability assessment |
| Topics: | Research Practice, Project Management, Cost Management, Sustainability, Procurement, Stakeholder Management, Roles and Professions |
| Descriptive scope: | 4 PCTA |
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