• Admin Login
    View Item 
    •   Home
    • Theses and Dissertations
    • Theses and Dissertations
    • View Item
    •   Home
    • Theses and Dissertations
    • Theses and Dissertations
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

    All of WIRECommunitiesTitleAuthorsIssue DateSubmit DateSubjectsTypesJournalDepartmentPublisherThis CollectionTitleAuthorsIssue DateSubmit DateSubjectsTypesJournalDepartmentPublisher

    Administrators

    Admin Login

    Local Links

    AboutThe University LibraryOpen Access Publications PolicyDeposit LicenceCOREWIRE Copyright and Reuse Information

    Statistics

    Display statistics

    The impact of strategic decisions on construction client satisfaction: an assessment framework

    • CSV
    • RefMan
    • EndNote
    • BibTex
    • RefWorks
    Thumbnail
    Name:
    Cheng_PhD thesis.pdf
    Size:
    2.142Mb
    Format:
    PDF
    Download
    Authors
    Cheng, Jianxi
    Advisors
    Proverbs, David G.
    Issue Date
    2008
    
    Metadata
    Show full item record
    Abstract
    For some considerable time, client satisfaction has been a problematic issue in the UK construction industry with many projects failing to satisfy the client needs and meet or exceed the client expectations. Client satisfaction is, however, a key performance measure and a major determinant of project success. There is a common belief that strategic decisions made by clients have a significant impact on the levels of client satisfaction. Strategic decisions in the context of construction projects are often associated with project stages including pre-design, design, tender, construction, occupancy & maintenance and disposal and vary in nature. Consequently the impact of strategic decisions on client satisfaction depends as much on timing as on the subjects of the decisions. While such findings are useful to facilitate the industry’s focus on addressing the failure in achieving client satisfaction, and point to the route for improvement, they are arbitrary and do not provide a systematic basis for investigating the real impact on client satisfaction. The nature of strategic decisions and the significance of its impact on client satisfaction have not been clearly identified and client satisfaction has remained an elusive issue for a majority of construction professionals. This research was hence undertaken to seek empirical evidence of an interrelationship between strategic decisions and client satisfaction. Defining strategic decisions, often associated with project stages, as ones that are complex and made under uncertainty and have a long-term impact on project success, a quantitative research methodology combined with qualitative approaches, was adopted in investigating the interrelationship between strategic decisions and client satisfaction. Findings of a detailed literature review revealed that client satisfaction at any stage depends as much on the service quality attributes of service providers including overall service delivery, people of service providers and communications with clients as on the influence of strategic decisions and the client itself. These performance attributes and the groups of strategic decisions, referred as strategic decision cluster (SDC), were further assessed and the relationships between these measures and strategic decisions were examined using factor analysis and multiple regression modelling techniques. Analyses revealed SDCs including Design Approach, Procurement and Implementation predict better the outcomes of service quality and hence higher levels of client satisfaction. Service delivery and communications with clients have a positively significant correlation with the levels of client satisfaction. Of these two attributes, communications with clients makes the largest unique contribution to the variance and is considered the better predictor for client satisfaction. The developed models is validated via external and internal validation and the findings support the thesis that strategic decisions have a impact on client satisfaction by strongly influencing the performance of service quality although causality cannot be assumed. It is recommended that service providers including contractors and consultants devote more efforts to improve their performance on the attributes of service quality identified as having significant association with client satisfaction, particularly service delivery and communications with clients. Further research efforts focusing on providing a practical tool or expert system so as to address the practical issues for a wider range of clients and service providers are also recommended.
    Publisher
    University of Wolverhampton
    URI
    http://hdl.handle.net/2436/47313
    Type
    Thesis or dissertation
    Language
    en
    Description
    A thesis submitted in partial fulfilment of the requirements of the University of Wolverhampton for the degree of Doctor of Philosophy
    Collections
    Theses and Dissertations

    entitlement

     
    DSpace software (copyright © 2002 - 2023)  DuraSpace
    Quick Guide | Contact Us
    Open Repository is a service operated by 
    Atmire NV
     

    Export search results

    The export option will allow you to export the current search results of the entered query to a file. Different formats are available for download. To export the items, click on the button corresponding with the preferred download format.

    By default, clicking on the export buttons will result in a download of the allowed maximum amount of items.

    To select a subset of the search results, click "Selective Export" button and make a selection of the items you want to export. The amount of items that can be exported at once is similarly restricted as the full export.

    After making a selection, click one of the export format buttons. The amount of items that will be exported is indicated in the bubble next to export format.