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Developing a conceptual model for measuring the satisfaction levels of Malaysian contractors

Masrom, Md Asrul & Skitmore, Martin (2010) Developing a conceptual model for measuring the satisfaction levels of Malaysian contractors. In Full Paper Proceedings - CIB 2010 World Congress, Conseil International du Bâtiment (International Council for Building), The Lowry, Salford Quays.

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    Abstract

    The evaluation of satisfaction levels related to performance is an important aspect in increasing market share, improving profitability and enlarging opportunities for repeat business and can lead to the determination of areas to be improved, improving harmonious working relationships and conflict avoidance. In the construction industry, this can also result in improved project quality, enhanced reputation and increased competitiveness. Many conceptual models have been developed to measure satisfaction levels - typically to gauge client satisfaction, customer satisfaction and home buyer satisfaction - but limited empirical research has been carried out, especially in investigating the satisfaction of construction contractors. In addressing this, this paper provides a unique conceptual model or framework for contractor satisfaction based on attributes identified by interviews with practitioners in Malaysia. In addition to progressing research in this topic and being of potential benefit to Malaysian contractors, it is anticipated that the framework will also be useful for other parties - clients, designers, subcontractors and suppliers - in enhancing the quality of products and/or services generally.

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    ID Code: 32569
    Item Type: Conference Paper
    Additional Information: The views expressed in the papers are of the individual authors. The editors are not liable to anyone for any loss or damage caused by any error or omission in the papers, whether such error or omission is the result of negligence or any other cause. All and such liability is disclaimed. The reader should verify the applicability of the information to particular situations and check the references prior to any reliance thereupon. Since the information contained in the proceedings is multidisciplinary, international and professional in nature, the reader is urged to consult with an appropriate licensed professional prior to taking any action or making any interpretation that is within the realm of a licensed professional practice.
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    Keywords: Satisfaction measurement,, contractor, attributes, Malaysia
    ISBN: 9781905732913
    Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > BUILDING (120200)
    Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300)
    Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > OTHER BUILT ENVIRONMENT AND DESIGN (129900) > Built Environment and Design not elsewhere classified (129999)
    Divisions: Past > QUT Faculties & Divisions > Faculty of Built Environment and Engineering
    Past > Schools > School of Urban Development
    Copyright Owner: Copyright 2010 CIB 2010 World Congress
    Copyright Statement: All rights received. No part of this publication may be reproduced, stored and transmitted in any form, or by any means without prior written permission from the editors.
    Deposited On: 15 Jun 2010 10:01
    Last Modified: 01 Mar 2012 00:16

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