Soetanto, R and Proverbs, D G (2002) Modelling the satisfaction of contractors: The impact of client performance. Engineering, Construction and Architectural Management, 9(5-6), pp. 453-465. ISSN 0969-9988
Abstract
An assessment of the performance of UK clients on 55 case projects' as considered by contractors is presented and used to develop models of contractors' satisfaction. Principal component analysis (PCA) reveals five dimensions to contractor satisfaction, classified in this research as (i) support provided to contractors, (ii) clients' attitude, (iii) clients' understanding of their own needs, (iv) quality of clients' brief, and (v) financial aspects of performance. Knowledge of these models should enable clients to perform better, which is conducive towards satisfactory participant performance and overall project performance. The models identify three key aspects of client performance that are found to significantly influence contractors' satisfaction levels, namely, (i) the capability of the client's representative, (ii) the client's past performance and project management experience and (iii) the financial soundness and reputation of the client. Additionally, the nature of the project and certain characteristics of contractors also influence satisfaction levels. The models demonstrated accurate predictive power and were found to be valid and robust. Clients could use the models to help improve their performance, leading to more successful project implementation. This will also promote the development of harmonious working relationships within the construction project coalition (PC).
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | client performance criteria; multiple regression analysis; performance and satisfaction attributes; performance assessment |
| Index terms: | satisfaction, project performance, principal component analysis, project management, performance assessment, modelling, implementation, dimension, performance criteria, construction project, multiple regression analysis |
| Subjects: | project management theory and practice, production management, performance measurement, statistical analysis, assessment methods, analytical methods, project delivery, health monitoring assessment and metrics, contractual arrangements |
| Topics: | Quality Management, Human Resources, Procurement, Health and Safety, Research Practice, Project Management, Engineering Principles |
| 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