Assessing clients’ satisfaction with the service quality of construction consultants in Lagos, Nigeria

Oluwaseun Sunday Dosumu and Clinton Aigbavboa

African Journal of Science, Technology, Innovation and Development, 2019, vol. 11, issue 6, 771-779

Abstract: The service quality of consultants plays an important role in enhancing the success of construction projects. The study aims to determine the gaps between the clients’ observed and expected service quality of construction consultants. The 20-service quality (SERVQUAL) criteria of consultants used in this study were compiled from studies on service quality in the construction industry. Quantitative (survey) research design was used for the study and the population consisted of public and private clients in the construction industry. The random sampling technique was used for the study. The data collected were analysed with descriptive statistics. The results indicate that the clients’ order of satisfaction with consultants’ services is: willingness to provide service; courtesy; knowledge and confidence in clients; etc. However, the services provided are in the order of: keeping clients informed of the progress of the projects; provision of skilled personnel to handle projects; etc. The study established that gaps exist between the expected and observed service quality of consultants in 8 out of the 20 areas that were investigated. T-test statistics revealed that there are significant differences in the observed and expected service quality of consultants by private and public clients. Hence, consultants’ services are yet to reach clients’ expectations.

Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/20421338.2019.1585676 (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:rajsxx:v:11:y:2019:i:6:p:771-779

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/rajs20

DOI: 10.1080/20421338.2019.1585676

Access Statistics for this article

African Journal of Science, Technology, Innovation and Development is currently edited by None

More articles in African Journal of Science, Technology, Innovation and Development from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().