To read this content please select one of the options below:

Pursuing alignment of clients' and contractors' perceptions of client satisfaction in Saudi Arabian projects

Fawaz Alshihre (Deanship of Library Affairs, University College in Al Wajh, University of Tabuk, Tabuk, Saudi Arabia)
Ezekiel Chinyio (School of Architecture and the Built Environment, University of Wolverhampton, Wolverhampton, UK)
Chinny Nzekwe-Excel (Business School, University of Wolverhampton, Wolverhampton, UK)
Emmanuel I. Daniel (School of Architecture and the Built Environment, University of Wolverhampton, Wolverhampton, UK)

Built Environment Project and Asset Management

ISSN: 2044-124X

Article publication date: 16 December 2022

12

Abstract

Purpose

The study explored the disparity between construction clients and contractors on what constitutes “client satisfaction”. Such disparity is important because it can lead to different conclusions and thus disagreement on the assessment of project success.

Design/methodology/approach

The philosophical stance was interpretivism, thus the qualitative methodology was adopted. Employing purposive sampling, 30 interviews with clients and another 30 interviews with contractors were conducted in Saudi Arabia. The data obtained were evaluated by thematic analysis.

Findings

The results indicate differences in the consensus ad idem (meeting of the minds) between clients and contractors in terms of both their perceptions and prioritisation of the attributes that underpin client satisfaction. For example, some contractors thought that using advanced technologies was very important for client satisfaction, whereas some clients preferred the contractors to be honest with them.

Research limitations/implications

The data collection was limited to Saudi Arabia and only the views of clients and contractors were studied, thereby limiting the generalisability of the findings.

Practical implications

The identification of the differing priorities of clients and contractors on client satisfaction provides an informed basis to make more concerted efforts to satisfy clients and minimise disputes on projects in Saudi Arabia.

Originality/value

The study contrasted the views of clients and contractors simultaneously on the subject matter of client satisfaction in relation to project success, and analysed this through the lens of consensus ad idem. The key influences on clients' satisfaction in Saudi Arabia are also presented.

Keywords

Acknowledgements

The research which informed this paper was funded as a PhD studentship, which was granted to the first author by the Government of Saudi Arabia. The funding is greatly appreciated.

Citation

Alshihre, F., Chinyio, E., Nzekwe-Excel, C. and Daniel, E.I. (2022), "Pursuing alignment of clients' and contractors' perceptions of client satisfaction in Saudi Arabian projects", Built Environment Project and Asset Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/BEPAM-05-2022-0065

Publisher

:

Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

Related articles