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…
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.
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 clients’ satisfaction indicators.
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.
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.
The skills and knowledge of site supervisors play an important role in the outcome of construction projects. Evidence gleaned from the literature indicates that poor…
The skills and knowledge of site supervisors play an important role in the outcome of construction projects. Evidence gleaned from the literature indicates that poor performance of construction projects remains a central concern for stakeholders in the construction sector. This suggests that the site supervisor’s training is important in the construction project outcomes. Various training programmes are available for site supervisors, yet construction firms are not satisfied with them. The purpose of this study is to determine the key training practice indicators for optimal site supervisor’s usage in construction firms.
This study adopts a cross-sectional survey research design. In the approach, exploratory factor analysis and confirmatory factor analysis were used to determine the key training practice indicators for site supervisors. Data were collected from 218 construction site supervisors using a questionnaire.
Findings show that training practices are a multidimensional concept consisting of training needs assessment, training delivery, training evaluation and transfer. From the 50 training practice variables, this study establishes 12 key training practice indicators for training site supervisors in construction firms.
Future research should adopt a longitudinal survey for examining training practices in construction firms.
The identified key training indicators can inform the policies and practices used in the training of site supervisors.
This study contributes to knowledge by establishing 12 significant training practice indicators for optimal site supervisors’ usage in construction firms.
The purpose of this paper is to promote full involvement of construction project leaders in the attempt by Nigerian banks to develop new branches and expand the scope of…
The purpose of this paper is to promote full involvement of construction project leaders in the attempt by Nigerian banks to develop new branches and expand the scope of their services to customers whose banks were either liquidated or merged after the 2005 consolidation exercise.
Structured questionnaires are used to collect data on status, professions, services and leadership roles of construction project leaders from a sample of 80 clients' representatives selected randomly from the 24 Nigerian banks that survived the liquidation exercise.
The study discovers that Nigerian banks appoint mostly their staff who may not be project managers as project leaders and engage them mostly with services which relate to the day to day running of their new projects. It also discovers that the authority giving to project leaders is not full rather the control over the delivery of banks' projects is shared with the banks and this does not influence the banks' perception of the performance of project leaders. While this finding may appear as if the control giving to project leaders is not important in their performances, the study reveals that the performances of project leaders have significant influence on the performance of other project team members.
Although, there have been studies on project leadership in the construction industry generally, specific attention has not been given to project leadership in the banking industry as done in this paper.
The study considers the development as unhealthy because it will not encourage construction project leaders to regard the success or failure of the projects as their responsibility and will not motivate them to perform their duties effectively. It therefore advocates that clients in the Nigerian banking industry should adopt a practice whereby project managers instead of any construction professionals are the ones to be appointed as construction project leaders and that more authority and leadership functions on the delivery of the projects than those retained by clients be delegated to them.
The results of the study have identified some of the shortcomings in project leadership practice in the Nigerian banking industry which will spur changes that promote greater achievement of the goals of the banks for developing new projects.