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Article
Publication date: 9 July 2021

Chukwuemeka Patrick Ogbu and Monday Omogiate Imafidon

To receive a satisfactory consultancy service, a construction client must first select suitable consultants. While numerous criteria for the selection of construction…

Abstract

Purpose

To receive a satisfactory consultancy service, a construction client must first select suitable consultants. While numerous criteria for the selection of construction consultants have been suggested in the literature, their influence on client satisfaction has hardly been statistically established. This study aimed to reduce the criteria for the selection of construction consultants into a more manageable set of fewer factors and ascertain the influence of the factors on client satisfaction.

Design/methodology/approach

Data were gathered through a purposively administered cross-sectional survey of public sector clients in Nigeria. Analyzes were done using relative importance index, factor analysis and multiple regression analysis.

Findings

The results proved that the criteria for the selection of consultants can, in the order of decreasing influence on client satisfaction, be grouped into service delivery approach (SDA), relationship with the client, the caliber of personnel, firm reputation and firm certification. However, SDA is more influential on client satisfaction. All the factors were found to have significant statistical effects on clients’ overall satisfaction with consultancy services.

Originality/value

The study demonstrates the extent to which construction consultant selection criteria are relevant to client satisfaction. It shows that SDA is the most important predictor of clientssatisfaction with consultancy services. The results are helpful for grouping consultant selection criteria in future studies, and in guiding clients on the weights to assign to consultant selection criteria during tender evaluation.

Details

Journal of Engineering, Design and Technology , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1726-0531

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Article
Publication date: 8 April 2021

Olusola Ralph Aluko, Godwin I. Idoro and Saheed O. Ajayi

Clients in Nigeria have continuously questioned the quality of services being rendered by architectural firms in building projects. This study aims to investigate the…

Abstract

Purpose

Clients in Nigeria have continuously questioned the quality of services being rendered by architectural firms in building projects. This study aims to investigate the areas of service responsible for determining client satisfaction.

Design/methodology/approach

The study uses questionnaire for data collection on perceived service quality and indicators of clientssatisfaction.

Findings

The results of descriptive statistics suggest that efficient analysis and compliance with client brief along with buildability, flexibility and comprehensiveness of the design are the main technical determinants of clientssatisfaction. Management measures for engendering clientssatisfaction include team communication and collaboration as well as regular site visits when required. The study established a significant relationship between the perceived service quality and client satisfaction. At technical level, economical design and compliance with budget, buildability, optimal and error-free design and timely delivery have significant correlation with the perception of service quality, which could engender client satisfaction. At management level, collaboration and coordination, integrity and trust, regular site visits and project management knowledge and skills had significant relationships with perceived service quality.

Originality/value

To improve overall client satisfaction, architects are expected to focus on these factors in the process of service delivery. Architects’ expertise and skills can be further harnessed through continuous training and understanding of the project environment.

Details

Journal of Engineering, Design and Technology , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1726-0531

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Article
Publication date: 11 August 2020

Fawaz Alshihre, Ezekiel Chinyio, Chinny Nzekwe-Excel and Emmanuel I. Daniel

Clientssatisfaction is often associated with performance in the construction industry. Organisations that achieve very high ratings of clientssatisfaction improve…

Abstract

Purpose

Clientssatisfaction is often associated with performance in the construction industry. Organisations that achieve very high ratings of clientssatisfaction improve their positions in the marketplace. Many clients are often dissatisfied with their project outcomes. Hence, a research study was carried out to examine the ways project managers and/or contractors perceive the subject of clientssatisfaction.

Design/methodology/approach

The study applied qualitative research methods and followed the interpretivist paradigm and inductive research approach. A total of 30 interviews were conducted with construction project managers and evaluated by a thematic analysis.

Findings

The study identified five prominent factors which the project managers perceived to impact on clientssatisfaction, which are as follows: effective financial management; use of skilled workers; use of advanced technology; customer relation and time management. Other contributors to clientssatisfaction include effective team leadership, project monitoring, communication and adequate knowledge and skills.

Research limitations/implications

Data collection was limited to Saudi Arabia, but the general methodology used and some of the findings may be applicable beyond this country.

Practical implications

The findings provide a more informed basis of attaining greater clientssatisfaction by contractors, especially within and possibly beyond Saudi Arabia. Also, contractors can directly enquire from clients about their satisfaction following project completion.

Originality/value

A project manager's perspective and Saudi Arabian orientation of clientssatisfaction are presented. Also, insight into the multifaceted nature of the factors influencing clientssatisfaction is provided.

Details

Built Environment Project and Asset Management, vol. 10 no. 5
Type: Research Article
ISSN: 2044-124X

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Article
Publication date: 24 September 2020

Olusola Ralph Aluko, Godwin Iroroakpo Idoro and Modupe Cecilia Mewomo

Service quality is a major determinant of business performance. Empirical evidence from the literature indicates that, to attain a high level of customer satisfaction, a…

Abstract

Purpose

Service quality is a major determinant of business performance. Empirical evidence from the literature indicates that, to attain a high level of customer satisfaction, a high standard of service quality should be provided by the service provider. This study aims to examine the relationship between the perceived service quality and the indicators of client satisfaction with particular reference to engineering consultancy services in building projects.

Design/methodology/approach

A survey research approach was adopted using a semi-structured questionnaire as an instrument of data collection. The questionnaire survey formed the basis for the descriptive and inferential (Pearson correlation and multiple regression) statistics that were used to evaluate the relationship between engineering consultants’ service quality and clientssatisfaction indicators.

Findings

The study identified 10 key technical indicators and 10 key managerial indicators for measuring client satisfaction. Statistical analysis shows a positive significant relationship between the perceived service quality and all the indicators of client satisfaction. The positive correlation values show that as perceived service quality increases, both technical and management indicators of client satisfaction equally increase.

Originality/value

The results offer opportunity for professional service providers to continuously develop the technical and management indicators, embrace personnel training and key into continuous professional development for better service quality.

Details

Journal of Engineering, Design and Technology , vol. 19 no. 2
Type: Research Article
ISSN: 1726-0531

Keywords

Content available
Article
Publication date: 10 August 2015

Jonesmus Mutua Wambua, Regina Mbayaki, Paul Musya Munyao, Mark Mugo Kabue, Rose Mulindi, Patrick Mose Change, Rudia Ikamati, Ruth Jahonga, Rachel Ambalu, Wamae Maranga and Mildred Mudany

In Kenya, gaps exist in health service provision to slum residents, especially service availability and access to quality care. There is also little information on the…

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3813

Abstract

Purpose

In Kenya, gaps exist in health service provision to slum residents, especially service availability and access to quality care. There is also little information on the health status of people living in slums other than in Nairobi. The purpose of this paper is to generate evidence for use in designing interventions to improve health services in four mid-sized slums in Embu, Nyeri and Thika, Kenya.

Design/methodology/approach

A cross-sectional survey of clients receiving services in health facilities was conducted in the targeted slums. Data were collected through face-to-face interviews. Factor scores were generated using the Rasch model; simple and multivariate logistic regression analyses were done using the R statistical software.

Findings

Overall, 81 per cent of the 203 participants reported being satisfied with health services. Most clients (89 per cent) reported that health facility staff greeted them warmly; 82 per cent said their consultation was private. The facility type, waiting time and client experience with service providers determined their satisfaction (p < 0.05).

Practical implications

Healthcare managers can improve client satisfaction levels by understanding the client flow in their facilities and addressing causes of client dissatisfaction, such as long waiting times, while at the same time promoting facilitating factors.

Originality/value

The authors use latent variable modelling to compute client satisfaction scores, which were dichotomised into two categories and fitted into a logistic regression model to identify factors that influence client satisfaction. Health facility clients in the four slums are satisfied with services and have confidence the providers will serve them in a friendly and professional manner that promotes respect and quality care. The paper recommend healthcare managers in similar settings carry out client flow analysis and institute remedial measures to address long waiting times. Qualitative studies are recommended to determine the reasons behind the high satisfaction levels reported in this study.

Details

International Journal of Health Care Quality Assurance, vol. 28 no. 7
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 December 1998

Linda I. Nowak and Judith H. Washburn

In today’s increasingly competitive environment, it is important to measure the service firm’s performance in the areas which contribute most significantly to the client’s…

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1901

Abstract

In today’s increasingly competitive environment, it is important to measure the service firm’s performance in the areas which contribute most significantly to the client’s overall satisfaction. Previous research indicates that marketing research clients are concerned with a research provider’s performance in four areas; product quality, service quality, cost management, and timeliness. A survey of 155 marketing research clients indicated that these clients perceive product quality as being most important in accomplishing their research objectives, followed in order by service quality, cost, and timeliness. The results of the study indicate that less than half of the clients were completely satisfied with the ability of their primary research supplier to save them money or to provide them with a useful analysis. A research provider that is capable of improving performance in these two areas may be able to create a competitive advantage that could lead to increased client satisfaction and improved customer loyalty. These research findings provide insights for other business services in assessing client needs and tracking client satisfaction.

Details

Journal of Services Marketing, vol. 12 no. 6
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 August 2006

Ishak Ismail, Hasnah Haron, Daing Nasir Ibrahim and Salmi Mohd Isa

The purpose of this paper is to explore the relationship between audit service quality, client satisfaction and loyalty to the audit firms. SERVQUAL model was used to…

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10138

Abstract

Purpose

The purpose of this paper is to explore the relationship between audit service quality, client satisfaction and loyalty to the audit firms. SERVQUAL model was used to measure the perceptions and expectations of public listed companies on the services received from audit firms.

Design/methodology/approach

The five dimensions of SERVQUAL, i.e. reliability, assurance, tangibility, empathy and responsiveness was used to measure the service quality of audit firms. The research was conducted using primary data. Questionnaires were sent to 500 public listed companies listed in Bursa Saham Malaysia for year 2005.

Findings

The public listed companies were satisfied with the tangible dimension but were dissatisfied with the other four dimensions. The most dissatisfied dimension was empathy. Customer satisfaction was found to partially mediate the relationship of reliability and customer loyalty.

Research limitations/implications

The small sample size is a limitation of the study. Also, the study examined all services offered by audit firms. A larger sample size and focusing on a particular service would be better as the respondents would then be able to give a more focused answer. Also, the public listed companies were not analysed further into various industry types, size of firm and other corporate attributes to understand their different needs.

Practical implications

The study defines the attributes of quality services from the clients' perspective. Once the needs are more clearly known and understood, the audit firms will be in a better position to anticipate clients' requirement rather than to react to clients' dissatisfactions.

Originality/value

The paper uses a marketing model, SERVQUAL, to measure the service quality of audit firms.

Details

Managerial Auditing Journal, vol. 21 no. 7
Type: Research Article
ISSN: 0268-6902

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Article
Publication date: 1 December 2000

Neeru Sharma and Paul G. Patterson

To date, empirical and conceptual models of relationship marketing have focused almost exclusively on a range of direct antecedents and mediator variables to explain…

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9878

Abstract

To date, empirical and conceptual models of relationship marketing have focused almost exclusively on a range of direct antecedents and mediator variables to explain variations in a dependent variable – usually relationship commitment. No attempt has been made to examine under what conditions these various antecedents have a stronger/weaker impact on relationship commitment. This paper extends the relationship marketing literature by testing a contingency model to assess the impact of trust and service satisfaction on relationship commitment under conditions of varying switching costs, alternative attractiveness and experience‐based norms, in the context of a professional consumer service. Employing a sample of 201 clients of financial planning services, we test 11 hypotheses formulated on the basis of a review of the services and relationship marketing literature, and a series of qualitative interviews with clients. The results clearly indicate that the impact of trust and satisfaction vary according to contingency conditions of switching costs, attractiveness of alternatives and client experience.

Details

International Journal of Service Industry Management, vol. 11 no. 5
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 18 May 2012

Peter Öhman, Einar Häckner and Dag Sörbom

The purpose of the paper is to develop, test, and improve a structural equation model (SEM) of client satisfaction with the audit, and of client perception of the…

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3614

Abstract

Purpose

The purpose of the paper is to develop, test, and improve a structural equation model (SEM) of client satisfaction with the audit, and of client perception of the usefulness of the audit to external stakeholders.

Design/methodology/approach

A questionnaire was mailed to audit clients, i.e. managers of Swedish limited companies with 50 or more employees; 627 useable questionnaires were returned, giving a response rate of 43 percent. Data were processed using the SEM software LISREL.

Findings

The data suggest that auditors face difficulties in handling divided loyalties, as audit clients perceive a strong relationship between client satisfaction and usefulness to external stakeholders. Signing auditor competence is positively and auditor skepticism negatively related to both client satisfaction and usefulness to external stakeholders.

Research limitations/implications

The paper focuses solely on the auditor and audit team levels and uses a limited number of independent variables.

Practical implications

The findings extend previous results, indicating that client relationships with both signing auditors and audit assistants affect client satisfaction positively, but have no significant connection with usefulness to external stakeholders. Consequently, it would be useful to consider organizing audit teams in which the various members have distinct roles.

Originality/value

The study addresses an issue most auditing research has not explicitly considered: the distinction between client satisfaction with the audit and client perceptions of the usefulness of the audit to external stakeholders.

Details

Managerial Auditing Journal, vol. 27 no. 5
Type: Research Article
ISSN: 0268-6902

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Article
Publication date: 1 November 2006

Jianxi Cheng, David G. Proverbs and Chike F. Oduoza

Client satisfaction is one of the major determinants of project success and therefore is a fundamental issue for construction participants who must constantly seek to…

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3242

Abstract

Purpose

Client satisfaction is one of the major determinants of project success and therefore is a fundamental issue for construction participants who must constantly seek to improve their performance if they are to survive in the marketplace. However, client satisfaction has remained an elusive issue for a majority of construction professionals. This research aims to investigate the performance of construction consultants to determine those key performance attributes which have a crucial impact on client satisfaction, and from that to identify ways of improving the services provided by such consultants.

Design/methodology/approach

This research presents the results of a UK‐wide client satisfaction survey based on the performance of a large engineering and management consultancy organisation whom they employed.

Findings

Results indicate that key performance attributes for consultants including technical accuracy; overall quality of services and people, have been identified as the main client satisfaction criteria. Clients consider effective communications and their service providers as being most important in determining their satisfaction levels. Furthermore, it is revealed that clients' strategic decisions and the overall performance of consultants in those key areas make a significant contribution towards client satisfaction.

Originality/value

The outcome of this research will improve the understanding of the client satisfaction phenomenon and benefit clients and construction consultants.

Details

Engineering, Construction and Architectural Management, vol. 13 no. 6
Type: Research Article
ISSN: 0969-9988

Keywords

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