Modelling client satisfaction levels: the impact of contractor performance
journal contributionposted on 14.01.2015, 11:55 by Robby SoetantoRobby 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.
- Architecture, Building and Civil Engineering