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

Some empirical observations of service quality in construction

P.E.D. LOVE (School of Architecture and Building, Deakin University, Geelong, Victoria 3217, Australia)
J. SMITH (Faculty of Architecture, Building and Planning, The University of Melbourne, Parkville, Victoria 3052, Australia)
G.J. TRELOAR (School of Architecture and Building, Deakin University, Geelong, Victoria 3217, Australia)
H. LI (Department of Building and Real Estate, Hong Kong Polytechnic University, Hun Horn, Kowloon, Hong Kong)

Engineering, Construction and Architectural Management

ISSN: 0969-9988

Article publication date: 1 February 2000

Abstract

Architectural and engineering firms (design firms) have eschewed implementing quality assurance (QA) and other subsequent aspects of quality such as continuous improvement. Their reluctance to embrace QA has been found to be a contributing factor in the production of poor quality contract documentation. Missing, conflicting and erroneous information contained within contract documentation are major sources of rework and customer dissatisfaction in construction projects. If design firms are to significantly improve the quality of the service they provide, they should implement ISO 9000 quality management and assurance standards. By implementing such standards, it is suggested that design firms will be able to contribute more effectively to the value adding process in the construction supply chain. It is argued that the service offered by design firms should be viewed as a key component of value that drives its success. Therefore, because rework is a major source of dissatisfaction in projects, a case study was used to determine how its occurrence inhibited value creation and thus the quality of service provided. From the case study findings, the need for design firms to implement ISO 9000 quality management and assurance standards so as to improve their service quality is discussed.

Keywords

Citation

LOVE, P.E.D., SMITH, J., TRELOAR, G.J. and LI, H. (2000), "Some empirical observations of service quality in construction", Engineering, Construction and Architectural Management, Vol. 7 No. 2, pp. 191-201. https://doi.org/10.1108/eb021144

Publisher

:

MCB UP Ltd

Copyright © 2000, MCB UP Limited