Evaluating stakeholder satisfaction during public participation in major infrastructure and construction projects: A fuzzy approach

Li, Terry H.Y.; Ng, S. Thomas; Skitmore, Martin

doi:10.1016/j.autcon.2012.09.007

Cited by 176 publications

(103 citation statements)

References 44 publications

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“…Several authors have emphasized the multi-dimensional nature of service quality and its influence on construction client satisfaction (Kang, James 2004;Yang, Peng 2008;Kärnä et al 2009;Li et al 2013;Aliakbarlou et al 2017;Hadidi et al 2017;Ihtiyar 2017). However, a review of the relevant literature suggests that the findings in other countries' context may not be applicable in Cambodia, which is obviously due to the difference in the perception of service quality among construction clients in the country.…”

Section: Discussionmentioning

confidence: 71%

“…What differentiates leading construction companies from others is service excellence, which improves productivity, maintains client loyalty, and creates positive word-of-mouth advertising, all of which can create advantages in the competitive business environment. Due to its significance, client satisfaction has received broad attention in the literature (Barret 2000;Torbica, Stroh 2001;Maloney 2002;Yasamis et al 2002;Yang, Peng 2008;Kärnä et al 2009;Li et al 2013;Hsu, Juan 2016;Aliakbarlou et al 2017;Hadidi et al 2017). For example, construction client satisfaction was perceived to be the most significant determinant of success in the Turkish construction industry context (Arslan, Kivrak 2009).…”

Section: Introductionmentioning

confidence: 99%

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The construction client satisfaction model: a PLS-SEM approach

Durdyev

Ihtiyar

Banaitis

et al. 2018

Journal of Civil Engineering and Management

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Abstract. The satisfaction of the client is of utmost importance in procuring future projects; however, anecdotally client satisfaction (CS) is not adequately considered in many developing countries. Factors associated with the influence of service quality (SQ) on construction client satisfaction and how it affects their behavioural intentions in Cambodia are investigated. A theoretical structural model was developed to investigate the influence of five SQ factors on CS and their links to the future behavioural intentions of the client. A partial least square approach of the structural equation modelling technique (PLS-SEM) was employed to analyse data collected from a questionnaire survey of 227 participants comprising the clients of small and medium size projects. The structural model adapts 22 attributes across five SQ factors, namely: reliability; responsiveness; assurance; empathy, and tangible factors. PLS-SEM outcomes confirmed that the future behavioural intentions of the client are influenced by their satisfaction over the service excellence provided by construction companies. Moreover, treating every client individually and demonstrating an approachable attitude towards their needs will increase their satisfaction with the experience they had with a contractor. Findings and recommendations of the study may be useful to construction companies who are seeking ways to improve CS in developing countries.

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Section: Discussionmentioning

confidence: 71%

Section: Introductionmentioning

confidence: 99%

The construction client satisfaction model: a PLS-SEM approach

Durdyev

Ihtiyar

Banaitis

et al. 2018

Journal of Civil Engineering and Management

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“…T h e burgeoning Iiterature on stakeholder satisfaction during community participation in construction project decisions (e.g. Li et al, 2013) is beyond the scope of this paper.…”

Section: Discussionmentioning

confidence: 99%

Determinants of contractor satisfaction

Masrom

Skitmore

Bridge

2013

Construction Management and Economics

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Performance in the construction industry is increasingly scrutinized as a result of the delays, cost overruns and poor quality of the indusuy's products and services. Increasingly, disputes, conflicts and mismatches of objectives among participants are contributory factors. Performance measurement approaches have been developed to overcome these problems. However, these approaches focus primarily on objective measures to the exclusion of subjective measures, particularly those concerning contractor satisfaction (Co-S). The contractor satisfaction model (CoSMo) developed here is intended to rethe situation. Data derived kom a questionnaire survey of 75 large contractors in Malaysia in respect of a key project are analysed to identify participant factors and their strength of relationship with Co-S dimensions. The results are presented in the form of eight regression equations. The outcome is a tool for use by project patticipants to provide a better understanding of how they, and the project, affect contractor satisfaction. The developed model sheds some light on a hitherto unknown aspect of construction management in providing an increased awareness of the importance of major Malaysian construction contractors' needs in the execution of successful projects.

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“…Satisfaction in construction refers to the match between the stakeholders'/clients' pre-project expectations and the actual performance of each project stage [16]. Accordingly, it could be stated that an important role for satisfaction in construction is also played by the building materials supply stage.…”

Section: The Satisfaction Concept In Supply Managementmentioning

confidence: 99%

Materials supply management in construction projects and satisfaction with the quality of structures

Blaževska-Stoilkovska

2015

Teh. vjesn.

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Original scientific paper This paper investigates how construction projects participants' evaluations of two aspects of material supply management, i.e. communication and coordination among involved parties and materials quality control, are related to satisfaction with the quality of structures. On a sample of 128 respondents in the Republic of Macedonia a questionnaire was administered to assess study variables. It was found that satisfaction with the quality of structures was relatively low. Respondents assessed materials supply management, i.e. coordination and communication among involved parties, and materials quality control as average. Pearson correlation analysis showed that these two variables as aspects of materials supply management were positively related to satisfaction with the structures' quality. A hierarchical regression analysis revealed that only perceived coordination and communication among involved parties significantly predicted participants' satisfaction with quality. It was concluded that project participants' satisfaction with the structures can be increased by paying more attention to materials supply management. Keywords: construction project participants; materials supply management; satisfaction with quality; structure Upravljanje nabavom materijala u građevinskim projektima i zadovoljstvo kvalitetom konstrukcijaIzvorni znanstveni članak U radu se ispituje kako su procjene sudionika građevinskih projekata o dva aspekta upravljanja nabavom materijala, t.j. komunikaciji i koordinaciji između uključenih strana i kontroli kvalitete materijala, povezane sa zadovoljstvom kvalitetom konstrukcija. Na uzorku od 128 ispitanika iz Republike Makedonije provedeno je ispitivanje o procjeni datih varijabli. Ustanovljeno je da je zadovoljstvo kvalitetom konstrukcija relativno malo. Ispitanici su kao prosječno ocijenili upravljanje nabavom materijala,

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Evaluating stakeholder satisfaction during public participation in major infrastructure and construction projects: A fuzzy approach

Cited by 176 publications

References 44 publications

The construction client satisfaction model: a PLS-SEM approach

The construction client satisfaction model: a PLS-SEM approach

Determinants of contractor satisfaction

Materials supply management in construction projects and satisfaction with the quality of structures

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