• A framework for enhancing project quality and customer satisfaction in government road construction projects in Rivers State, Nigeria

      Suresh, Subashini; Obunwo, Chimene U. C. (2016-02)
      Satisfaction has consistently been a source of concern to clients, stakeholders and customers in the construction industry globally. In Nigeria, despite the huge financial investments in construction and its associated economic benefits, construction projects are characterized by poor quality in aesthetics, high costs in maintenance and failure to meet or exceed the customers’ quality expectations. An even greater challenge is faced when considering government construction projects as re- occurring issues like on time delivery, operational and aesthetic excellence and even project abandonment continue to resurface. Although previous studies have developed models and frameworks to improve customer satisfaction in product and service organisations, researchers have not treated in detail issues involving customer satisfaction within projects which do not have profits and financial gains as the driving force such as government construction projects. The aim of this research was to develop a framework that would identify particular areas associated with project quality where adequate resources could be channelled in order to enhance customer satisfaction in government road construction projects in Rivers State, Nigeria. Sequel to an extensive literature review, a conceptual framework was developed to establish the relationship between three attributes of project quality namely performance, reliability and aesthetics and two attributes of customer satisfaction measured through contractor re-patronage and referral. 503 road construction practitioners within the Port Harcourt metropolis of Rivers State, Nigeria participated in a quantitative survey and data obtained was subjected to stepwise multiple regression analysis. The results showed that a strong, positive and significant relationship existed between the attributes of project quality and customer satisfaction with project quality explaining 54.8% of the variance in contractor re-patronage and 61.8% of the variance in contractor referral. Performance was however found to have the greatest effect on contractor re-patronage (R2=.550, adjusted R2=.548) while aesthetics had the highest effect on contractor referral (R2=.572, adjusted R2= .571). Reliability was found to have the weakest effect on customer satisfaction and could be attributed to its civil and structural Engineering links which are either unknown or invisible to the customer. 10 structured interviews with construction professionals were used to validate the developed framework and justify the research design. The findings support the framework and suggest that the knowledge and analysis of the construction costs, the use of competent professional experts, the provision of a revised legal framework for road construction, delegation of responsibility for road maintenance, avoidance of project abandonment, identifying and mitigating construction risks, adopting a strategy for project monitoring, enforcing health and safety considerations, provision of innovative excitement factors as well as post project evaluations were essential for enhancing project quality and customer satisfaction from government road construction projects. The study advocates for an adoption of the framework and concludes by making recommendations including the incorporation of government and private construction practitioners and further identifies areas for future study.
    • Service Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV Scale

      Tan, Qingqing; Oriade, Adedamola; Fallon, Paul (Akdeniz University Publishing House, 2014-07-31)
      This study investigates customer’s perception of Chinese fast food restaurant service quality and its relationship with customer satisfaction. Employing modified DINESERV scale, the study uses both quantitative and qualitative research approaches. Qualitative data collection consisted of face-to-face interviews and group discussion. A questionnaire was developed using three sources: interview responses of the customers, the restaurant’s survey and the literature. A total of 205 completed questionnaires were used in the analysis. The new measurement scale, Chinese Fast Food Restaurants Service Quality Scale (CFFRSERV), contained 28 items across six dimensions: assurance and empathy, food, cleanliness, responsiveness, reliability and tangibles. The findings from the study revealed that service quality variables have positive influence on customer satisfaction except reliability dimension. The findings provided a useful tool for service quality improvement in Chinese fast food restaurants. Validating the scale in other restaurants in various cities in China is an area for further research.
    • Valuing and supporting teachers: a survey of teacher satisfaction, dissatisfaction, morale and retention with an English Local Education Authority

      Rhodes, Christopher; Nevill, Alan M.; Allan, Joanna (Manchester University Press, 2004)
      his study focuses on schoolteacher job satisfaction, dissatisfaction, morale, and facets of professional experience likely to lead to retention or exit from the profession within five years. It was undertaken in an English local education authority which has experienced difficulty in recruiting and retaining teachers. Forty facets of professional experience likely to impinge upon job satisfaction or dissatisfaction were created in a focus group phase and are shown to be valid using a Wilcoxon Signed Rank Test. A subsequent questionnaire survey of 368 teachers invited respondents to specify which of the facets they found most or least satisfying. A rank order of the relative importance of the facets, along with rank orders of factors likely to lead to teacher retention or exit from the profession within five years, was created. Chi-square tests of independence were used to identify differences in the five top-ranked factors likely to lead to retention or exit by gender, sector and years of service. The outcomes are used to suggest LEA and school leadership interventions designed to improve professional experience and increase both satisfaction and retention.