Satisfaction assessment in construction projects: A conceptual framework

Built Environment Project and Asset Management

Volumn 2, Issue 1, 2012, Pages 86-102

  Nzekwe Excel, Chinny ^a  

^a ASTON UNIVERSITY   (United Kingdom)

Author keywords

Client; Construction industry; Participant; Project teams; Satisfaction assessment; Team working

Indexed keywords

EID: 84869097725     PISSN: 2044124X     EISSN: 20441258     Source Type: Journal    
DOI: 10.1108/20441241211235071     Document Type: Article

References (21)

1. Chan, A.P.C., Chan, A.P.L. (2004), "Key performance indicators for measuring construction success" in Benchmarking: An International Journal, Vol. 11, No. 2, pp. 203-21.
2. Chan, L.K., Hui, Y.V., Lo, H.P., Tse, S.K., Tso, G.K.F., Wu, M.L. (2003), "Consumer satisfaction index: new practice and findings" in European Journal of Marketing, Vol. 37, Nos 5/6, pp. 872-909.
3. Cheung, S.O., Tam, C.M., Ndekugri, I., Harris, F.C. (2000), "Factors affecting clients project dispute resolution satisfaction in Hong Kong" in Construction Management and Economics, Vol. 18, No. 3, pp. 281-94.
4. Construction Industry Development Board (CIDB) (2008), "The CIDB construction industry indicators summary reports: 2008", available at: www.cidb.org.za/Documents/KC/cidb_Publications/Ind_Reps_Other/ind_reps_cii_2008.pdf (accessed 22 June 2009).
5. Czepiel, J.A., Rosenberg, L.J. (1977), "The study of consumer satisfaction: addressing the 'so what' question" in Hunt, K.H. (Ed.), The Conceptualisation of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, MA, pp. 92-119.
6. Dulaimi, M.F. (2005), "The challenge of customer orientation in the construction industry" in Construction Innovation, Vol. 5, No. 1, pp. 3-12.
7. Gutek, B.A. (1978), "Strategies for studying client satisfaction" in Journal of Social Issues, Vol. 34, No. 4, pp. 44-56.
8. Jennings, P., Holt, G.D. (1998), "Prequalification and multi-criteria selection: a measure of contractors' opinions" in Construction Management and Economics, Vol. 16, No. 6, pp. 651-60.
9. Kärnä, S. (2004), "Analysing customer satisfaction and quality in construction - the case of public & private customers" in Nordic Journal of Surveying & Real Estate Research, Vol. 2, pp. 67-81, (Special Series).
10. Kometa, S.T., Olomolaiye, P.O., Harris, F.C. (1996), "A review of client-generated risks to project consultants" in International Journal of Project Management, Vol. 14, No. 5, pp. 273-9.
11. Lovaglio, P.G. (2004), "The customer satisfaction in a reduced rank regression framework" in The TQM Magazine, Vol. 16, No. 1, pp. 33-44.
12. Mbachu, J., Nkado, R. (2006), "Conceptual framework for assessment of client needs and satisfaction in the building development process" in Construction Management and Economics, Vol. 24, No. 1, pp. 31-44.
13. Nzekwe-Excel, C. (2009), "Using fault tree analysis strategy to evaluate satisfaction in relation to time", University of Salford, Manchester, International Built Environment & Human Environment Research Week 2009.
14. Nzekwe-Excel, C., Nwagboso, C., Georgakis, P., Proverbs, D. (2010), "Integrated framework for satisfaction assessment in the construction sector" in Journal of Engineering Design and Technology, Vol. 8, No. 2, pp. 168-88.
15. Parfitt, M.K., Sanvido, V.E. (1993), "Checklist of critical success factors for building projects" in Journal of Management in Engineering, Vol. 9, No. 3, pp. 243-9.
16. Soetanto, R., Proverbs, D., Holt, G. (2001), "Achieving quality construction projects based on harmonious working relationships: clients' and architects' perceptions of contractor performance" in International Journal of Quality and Reliability Management, Vol. 18, No. 5, pp. 528-48.
17. Soetanto, R., Proverbs, D., Holt, G. (2002), "A conceptual tool for assessing client performance in the construction project coalition" in Dimensi Teknik Sipil, Vol. 4, No. 2, pp. 60-8.
18. Torbica, Ž.M., Stroh, R.C. (2001), "Customer satisfaction in home-building" in Journal of Construction Engineering and Management, Vol. 127, No. 1, pp. 82-6.
19. Vesely, W., Stamatelatos, M., Dugan, J., Fragola, J., Minarick, J., Railsback, J. (2002), "Fault tree handbook with aerospace applications", version 1.1, available at: www.hq.nasa.gov/office/codeq/doctree/fthb.pdf (accessed 1 August 2008).
20. Zaccaro, S.J., Rittman, A.L., Marks, M.A. (2001), "Team leadership" in The Leadership Quarterly, Vol. 12, No. 4, pp. 451-83.
21. Zikmund, W.G. (1994), Business Research Methods, Harcourt Brace College Publishers, New York, NY, 4th ed.