Through the client's lens: Factors impacting project document quality in the South African construction industry

Purpose – This research explores the factors that affect the quality of project documentation in South Africa's construction industry, focusing on the perspectives of public sector clients. It aims to address a gap in existing research by showing how these factors influence document quality. Design/methodology/approach – This study uses a qualitative multiple-case study design to explore factors affecting project document quality from the perspective of public sector clients in South Africa. Four government organisations were selected as individual cases to enable cross-case comparison and uncover both common and context-specific insights. This approach allows for a deeper understanding of complex issues within real-world settings and supports both replication and theoretical exploration. It is particularly suited to examining how clients perceive the role of fees and consultant-related factors in shaping documentation quality. Findings – The study found that five key factors influence project document quality from the client's perspective: consultant experience, competence, team composition, procurement systems and work ethic. While experience and competence align with previous research, team composition and procurement practices emerged as new client-driven insights. Additionally, low professional fees were found to constrain resources and time, negatively affecting quality. However, fees alone were not seen as the sole determinant. Rather, the interplay between fees, consultant capabilities and resource allocation was identified as critical to producing high-quality documentation. Originality/value – This research offers original value by foregrounding the perspectives of public sector clients, an often overlooked stakeholder group in studies on project document quality. By doing so, it uncovers previously underexplored factors such as team composition, procurement practices and work ethic. The study provides a more holistic understanding of how document quality is influenced, particularly in the context of fee structures and consultant capabilities. Its findings support more balanced procurement approaches and contribute to the construction body of knowledge in developing countries.