Modelling the satisfaction of contractors: the impact of client performance
journal contributionposted on 2015-01-14, 14:32 authored by Robby SoetantoRobby Soetanto, David G. Proverbs
An assessment of the performance of UK clients on 55 ‘case projects’ as considered by contractors is presented and used to develop models of contractors’ satisfaction. Principal component analysis reveals five dimensions to contractor satisfaction, classified in this research as (i) ‘support provided to contractors’, (ii) ‘clients’ attitude’, (iii) ‘clients’ understanding of their own needs’, (iv) ‘quality of clients’ brief’, and (v) ‘financial aspects of performance’. Knowledge of these models should enable clients to perform better, which is conducive towards satisfactory participant performance and overall project performance. The models identify three key aspects of client performance that are found to significantly influence contractors’ satisfaction levels, namely (i) the capability of the client’s representative, (ii) the client’s past performance and project management experience, and (iii) the financial soundness and reputation of the client. Additionally, the nature of the project and certain characteristics of contractors also influence satisfaction levels. The models demonstrated accurate predictive power and were found to be valid and robust. Clients could use the models to help improve their performance leading to more successful project implementation. This will also promote the development of harmonious working relationships within the construction project coalition.
- Architecture, Building and Civil Engineering
Published inEngineering, Construction and Architectural Management
Pages453 - 465 (13)
CitationSOETANTO, R. and PROVERBS, D.G., 2002. Modelling the satisfaction of contractors: the impact of client performance. Engineering, Construction and Architectural Management, 9 (5/6), pp. 453 - 465.
- AM (Accepted Manuscript)
Publisher statementThis work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/
NotesThis article was published in the journal of Engineering, Construction and Architectural Management [© Emerald] and the definitive version is available at: http://dx.doi.org/10.1108/eb021239