Measuring UK construction professional service quality: the what, how, when and who

Abstract

Discusses the development of a 26‐item scale for assessing service quality in a UK construction professional service context. The research builds upon work undertaken by service marketing academics in the USA who have developed a generic service quality measurement instrument (SERVQUAL). The data collection (involving the assessment of 244 professionals by their clients) and analysis stages of the research are described in detail. The findings of the research are that construction professional service quality can be described as a four‐dimensional construct (the writer has called the factors “what”, “how”, “when” and “who”), and that the assessment scale possesses both reliability and validity. Concludes with a discussion of the possible future uses of this scale.

Citation

Hoxley, M. (2000), "Measuring UK construction professional service quality: the what, how, when and who", International Journal of Quality & Reliability Management, Vol. 17 No. 4/5, pp. 511-526. https://doi.org/10.1108/02656710010298553