Mbachu, J and Nkado, R (2006) Conceptual framework for assessment of client needs and satisfaction in the building development process. Construction Management and Economics, 24(1), pp. 31-44. ISSN 01446193
Abstract
A conceptual framework is developed for assessment of client needs, and the measurement and monitoring of client satisfaction levels in the building development process. Data were obtained from qualitative and quantitative surveys of a target population of clients of commercial buildings in South Africa. Satisfaction levels based on multi-attribute measures were compared with those based on single evaluative responses, using Wilcoxon's matched-pair test. Results showed no significant differences in pairwise comparisons. A strong positive correlation also existed between both equivalent measures of client satisfaction levels. These results validate the conceptual framework. Results of evaluation of client satisfaction levels showed that clients perceived average levels of satisfaction in the building development process. Areas for improvement in the services of contractors and consultants were identified through 'Criticality Index' analyses. Empirical models were developed for proactive measurements of client satisfaction levels at distinct stages of the development process. A dynamic approach to satisfaction measurement is recommended. This contrasts with post-purchase and static views adopted in the consumer services segment and enables consultants to monitor and improve satisfaction levels proactively, as the development process evolves.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | building development; criticality index; needs assessment; performance measurement; satisfaction measurement |
| Index terms: | monitoring, client satisfaction, performance measurement, satisfaction, population, commercial building, conceptual framework, South Africa, survey |
| Subjects: | theoretical framing, performance measurement, Geography, demography, client relations, data collection methods, construction type, control systems, project delivery |
| Topics: | Site Management, Quality Management, Urban Studies, Construction Technology, Stakeholder Management, Research Practice, Geographical Context, Project Management |
| Descriptive scope: | 4 PCEA |
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