Examining service quality within construction processes

Determinants of contractor satisfaction

“…They also use a gauge that is based on their cumulative memory of many positive experiences. Cl-S measurement has been identified as a function not only of output but also of client perceptions and expectations and Cl-S models have been widely developed in different countries based on several areas of concern, particularly to measure service quality (Al-Momani, 2000), contractor performance (Xlao and Proverbs, 2003;Soetanto and Proverbs, 2004;Egemen and Mohamed, 2006), and consultant performance (Cheng et al, 2006). The C1-S model also considers perspectives such as level of profit maximization (Haransky, 1999), effectiveness of the project brief (Cheong et al, 2004) and efficiency of project dispute resolu.tion (Cheung et al, 2000).…”

The Determinants of Customer Retention in the Construction Industry of the Maldives

“…Scholars identify quality as an effective tool to enhance the firm's position in the market place and a major factor in achieving client satisfaction (Al-Momani, 2000;Baron and Harris, 2003;Ling and Chong, 2005). It should be seen as the prime cause of client satisfaction and the appropriate way to create or sustain a competitive advantage, and building a strong and lasting relationship with clients (Preece andMoodley 1996, Preece andTarawneh 1996).…”

Managing projects from a client perspective: The concept of the meetings-flow approach

“…Milestones are often limited in number; they may not be sufficient and timely enough because by the time such fragmented monitoring identifies a quality problem, it may be too late for the problem to be fixed (Al-Momani, 2000;Giegerich, 2002;Heller, 2000). For better monitoring of the supplier's development process, a client may simply choose to increase the number of milestones/checkpoints.…”