Conceptual framework for assessment of client needs and satisfaction in the building development process

Jasper Mbachu and Raymond Nkado

Construction Management and Economics, 2006, vol. 24, issue 1, 31-44

Abstract: A conceptual framework is developed for assessment of client needs, and the measurement and monitoring of client satisfaction levels in the building development process. Data were obtained from qualitative and quantitative surveys of a target population of clients of commercial buildings in South Africa. Satisfaction levels based on multi-attribute measures were compared with those based on single evaluative responses, using Wilcoxon's matched-pair test. Results showed no significant differences in pairwise comparisons. A strong positive correlation also existed between both equivalent measures of client satisfaction levels. These results validate the conceptual framework. Results of evaluation of client satisfaction levels showed that clients perceived average levels of satisfaction in the building development process. Areas for improvement in the services of contractors and consultants were identified through 'Criticality Index' analyses. Empirical models were developed for proactive measurements of client satisfaction levels at distinct stages of the development process. A dynamic approach to satisfaction measurement is recommended. This contrasts with post-purchase and static views adopted in the consumer services segment and enables consultants to monitor and improve satisfaction levels proactively, as the development process evolves.

Keywords: Building development; criticality index; needs assessment; performance measurement; satisfaction measurement (search for similar items in EconPapers)
Date: 2006
References: View complete reference list from CitEc
Citations: View citations in EconPapers (6)

Downloads: (external link)
http://www.tandfonline.com/doi/abs/10.1080/01446190500126866 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:conmgt:v:24:y:2006:i:1:p:31-44

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/RCME20

DOI: 10.1080/01446190500126866

Access Statistics for this article

Construction Management and Economics is currently edited by Will Hughes

More articles in Construction Management and Economics from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().