Cheng, J; Proverbs, D G; Oduoza, C and Fleming, C (2005) A conceptual model towards the measurement of construction client satisfaction. In: Khosrowshahi, F (ed.) Proceedings of 21st Annual ARCOM Conference, 7-9 September 2005, London, UK.
Abstract
Previous research findings indicate that it is five times more expensive to develop a new construction client than maintaining an existing one. Client satisfaction is therefore a fundamental issue for construction participants who must constantly seek to improve their performance if they are to survive in the global marketplace. However, client satisfaction has remained an elusive issue for a majority of construction professionals. This research reviews the general concept of the satisfaction phenomenon and investigates models used in its assessment. It examines how construction client satisfaction is measured in practice and investigates the literature to reveal the implications of strategic decisions on client satisfaction. It is revealed that identification of, and responses to client needs are the most important criteria adopted in the measurement of client satisfaction. The conclusions drawn represent the initial findings of an on-going research project that aims to develop a rigorous and empirical model identifying the impact of strategic decisions on client satisfaction.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | impact; improvement; literature review; performance; strategic decisions |
| Index terms: | literature review, construction client, satisfaction, construction professional, client satisfaction |
| Subjects: | project delivery, data analysis and analytics, client relations, practitioner, professional development |
| Topics: | Roles and Professions, Stakeholder Management, Research Practice, Project Management, Information Management |
| Descriptive scope: | 3 PCA |
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