Development of a framework for client satisfaction in the Saudi construction industry

Abstract

The adoption of practices that will ensure the satisfaction of construction clients has increasingly become a critical issue in the Saudi Arabian construction industry. A review of the literature showed that this industry is currently characterised by dissatisfaction among construction clients and lacks practices that motivate clients and optimise their construction activities. Based on this background, this PhD research explores client-contractor relationships in the Kingdom of Saudi Arabia (KSA) with the aim of identifying best practices that promote client satisfaction and developing a framework that could be used as a guide to enhance client satisfaction. A qualitative research methodology was employed using semi-structured interviews to elicit primary data from 30 clients and 30 project managers who were purposely sampled. The interviews investigated: the level of client satisfaction in the construction industry of the KSA; current practices of measuring the level of its client satisfaction; and factors that contribute to client satisfaction and dissatisfaction during the execution of construction projects. This data was analysed using a thematic analysis. The results from the analysis revealed a low level of client satisfaction in relation to the performance of the construction companies. This is caused by factors which include late completion; cost overruns; lack of proper communication between project team and client; dishonesty and insincerity; low levels of commitment to agreed designs; use of an inexperienced workforce, leading to poor implementation practices; negligence in planning; and lack of commitment to health and safety practices. The results also established the key factors influencing the extent of client satisfaction to be: effective financial management of the project; maintaining good communication between the client and project team; the use of good quality building materials; honesty of contractors; use of a skilled workforce; paying attention to details; commitment to services and duties; adherence to health and safety standards; striving for perfection; and proper planning. Based on these results and the literature review findings, a framework for enhancing client satisfaction was developed and validated by 16 practitioners in the KSA. The research concludes that construction activities could be optimised in the KSA with regard to client satisfaction by proper planning and adoption of appropriate construction practices. It recommends that future research could focus on the nature of the projects, professional practices and types of clients.