Cheng, J; Proverbs, D G and Oduoza, C F (2006) The satisfaction levels of UK construction clients based on the performance of consultants: Results of a case study. Engineering, Construction and Architectural Management, 13(6), pp. 567-583. ISSN 0969-9988
Abstract
Purpose - Client satisfaction is one of the major determinants of project success and therefore is a fundamental issue for construction participants who must constantly seek to improve their performance if they are to survive in the marketplace. However, client satisfaction has remained an elusive issue for a majority of construction professionals. This research aims to investigate the performance of construction consultants to determine those key performance attributes which have a crucial impact on client satisfaction, and from that to identify ways of improving the services provided by such consultants. Design/methodology/approach - This research presents the results of a UK-wide client satisfaction survey based on the performance of a large engineering and management consultancy organisation whom they employed. Findings - Results indicate that key performance attributes for consultants including technical accuracy; overall quality of services and people, have been identified as the main client satisfaction criteria. Clients consider effective communications and their service providers as being most important in determining their satisfaction levels. Furthermore, it is revealed that clients' strategic decisions and the overall performance of consultants in those key areas make a significant contribution towards client satisfaction. Originality/value - The outcome of this research will improve the understanding of the client satisfaction phenomenon and benefit clients and construction consultants.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | construction industry; continuous improvement; customer satisfaction; decision making; performance management; United Kingdom |
| Index terms: | continuous improvement, construction client, performance management, case study, project success, satisfaction, construction industry, determinant, quality of service, construction professional, customer satisfaction, client satisfaction, United Kingdom, accuracy, survey, consultancy, decision-making, methodology |
| Subjects: | decision analysis, industry analysis, performance measurement, public and environmental health, research methods, service delivery, Geography, professional development, project management theory and practice, project delivery, data collection methods, risk assessment, client relations, organization, practitioner |
| Topics: | Organizational Design, Quality Management, Stakeholder Management, Roles and Professions, Risk Management, Information Management, Geographical Context, Project Management, Research Practice, Health and Safety |
| Descriptive scope: | 4 PCTE |
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