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Modelling client satisfaction levels: the impact of contractor performance

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journal contribution
posted on 14.01.2015 by Robby Soetanto, David G. Proverbs
The performance of contractors is known to be a key determinant of client satisfaction. Here, using factor analysis, clients’ satisfaction is defined in several dimensions. Based on clients’ assessment of contractor performance, a number of satisfaction models are presented, developed using the multiple regression (MR) technique. The models identified a range of variables encompassing contractor performance, project performance and respondent (i.e. client) attributes as useful predictors of satisfaction levels. Contractor performance attributes were found to be of utmost importance indicating that client satisfaction levels are mainly dependent on the performance of the contractor. Furthermore, findings suggest that subjectivity is to some extent prevalent in clients’ performance assessment. The models demonstrate accurate and reliable predictive power as confirmed by validation tests. Contractors could use the models to help improve their performance leading to more satisfied clients. This will also promote the development of harmonious working relationships within the construction project coalition.

History

School

  • Architecture, Building and Civil Engineering

Published in

Australian Journal of Construction Economics and Building

Volume

2

Issue

1

Pages

13 - 27 (15)

Citation

SOETANTO, R. and PROVERBS, D.G., 2002. Modelling client satisfaction levels: the impact of contractor performance. Australian Journal of Construction Economics and Building, 2 (1), pp. 13 - 27.

Publisher

UTS ePRESS © the authors

Version

VoR (Version of Record)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution 4.0 International (CC BY 4.0) licence. Full details of this licence are available at: http://creativecommons.org/licenses/ by/4.0/

Publication date

2002

Notes

This article was published in the journal, The Australasian Journal of Construction Economics and Building with a Creative Commons Attribution (CC-BY) License.

ISSN

1837-9133

Language

en

Location

Australia

Licence

Exports