Design-and-build contractors' service quality in public projects in Singapore

Building and Environment

Volumn 40, Issue 6, 2005, Pages 815-823

  Ling, Florence Yean Yng ^a   Chong, Canny Lee Kian ^b  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

^b DEFENCE SCIENCE AND TECHNOLOGY AGENCY   (Singapore)

Author keywords

Design and build; Expectation; Perception; Reliability; Service quality

Indexed keywords

CONTRACTS; PUBLIC POLICY; QUALITY CONTROL; RELIABILITY; STRUCTURAL DESIGN;

CLIENTS; CONTRACTORS; PUBLIC SECTOR; SERVICE QUALITY;

PROJECT MANAGEMENT;

CONSTRUCTION INDUSTRY;

EID: 14044276874     PISSN: 03601323     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.buildenv.2004.07.017     Document Type: Article

References (23)

1. M. Konchar V. Sanvido Comparison of US project delivery systems Journal of Construction Engineering and Management 124 1998 435-444
2. CIOB. Code of estimating practice, Supplement No.2, design and build. Ascot: Chartered Institute of Building; 1988.
3. C.M. Preece S. Tarawnah Why are design & build clients unhappy? Construction Manager 3 7 1997 24-25
4. V.A. Zeithaml A. Parasuraman L.L. Berry Delivering quality service: balancing customer perceptions and expectations 1990 Free Press New York
5. D. Arditi D.E. Lee Assessing the corporate service quality performance of design-build contractors using quality function deployment Construction Management and Economics 21 2003 175-185
6. A. Parasuraman V.A. Zeithaml L.L. Berry Reassessment of expectations as a comparison standard in measuring service quality: Implication for further research Journal of Marketing 58 1994 111-124
7. A.G. Woodside L.L. Frey R.T. Daly Linking service quality, customer satisfaction, and behavioral intention Journal of Health Care Marketing 9 4 1989 5-17
8. R.E. Reidenbach Sandifer-Smallwood B. Exploring perceptions of hospital operations by a modified SERVQUAL approach Journal of Health Care Marketing 10 4 1990 47-55
9. E.W. Andersson C. Fornell D.R. Lehman Customer satisfaction, market share, and profitability: Findings from Sweden Journal of Marketing 58 1994 53-66
10. J.J. Cronin Jr. S.A. Taylor Measuring service quality: A re-examination and extension Journal of Marketing 56 1992 55-68
11. A. Parasuraman V.A. Zeithaml L.L. Berry A conceptual model of service quality and its implications for future research Journal of Marketing 49 3 1985 41-50
12. A. Parasuraman V.A. Zeithaml L.L. Berry SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality Journal of Retailing 64 1 1988 12-37
13. A. Parasuraman V.A. Zeithaml L.L. Berry Refinement and reassessment of SERVQUAL scale Journal of Retailing 67 4 1991 420-450
14. A. Parasuraman V.A. Zeithaml L.L. Berry More on improving service quality measurement Journal of Retailing 69 1 1993 141-147
15. V.A. Zeithaml L.L. Berry A. Parasuraman The nature and determinants of customer expectations of service Journal of the Academy of Marketing Science 21 1 1993 1-12
16. Hoxley, M. The impact of competitive fee tendering on construction professional service quality. London: RICS Research Findings No. 24, Royal Institute of Chartered Surveyors; 1998.
17. M. Hoxley Are competitive fee tendering and construction professional service quality mutually exclusive? Construction Management and Economics 18 2000 599-605
18. M.G. Holm Service management in housing refurbishment: A theoretical approach Construction Management and Economics 18 2000 525-533
19. G.K.W. Siu A. Bridge M. Skitmore Assessing the service quality of building maintenance providers: Mechanical and engineering services Construction Management and Economics 19 2001 719-726
20. D. Arditi D.E. Lee Service quality performance of design/build contractors using quality function deployment Construction Management and Economics 22 2004 123-127
21. K.P. Yoon C.L. Hwang Multiple attribute decision making 1995 Sage Thousand Oaks
22. H.J. Einhorn R.M. Hogarth Unit weighting schemes for decision making Organizational Behavior and Human Performance 13 1975 171-192
23. A.P.C. Chan D.C.K. Ho C.M. Tam Design and build project success factors: multivariate analysis Journal of Construction Engineering and Management 127 2001 93-100