A new approach to assessing Malaysian contractor satisfaction levels

Masrom, Md Asrul & Skitmore, Martin (2010) A new approach to assessing Malaysian contractor satisfaction levels. In Proceedings of PM-05 - Advancing Project Management for the 21st Century, Centre for Construction Innovation, National Technical University of Athens, Moevenpick Resort & Thalasso Hotel, Heraklion, Crete Island.

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The extent of poor project outcomes is a recurring issue for construction industries worldwide. One of the main causes of these and project failure seems to be the inability of contractors to provide a high level of service quality to the project team. In Malaysia, design failures have also been identified as a further contributory factor.

To overcome this, different types of subjective performance measurement have been progressively developed. These approaches are typically concerned with client satisfaction, customer satisfaction, home buyer satisfaction and occupant satisfaction, but very seldom consider contractor satisfaction.

This paper examines the implications of this, and what is involved in developing satisfaction measures based on contractor perception instead of the typical sole concern with client performance. As a result, other attributes such as participants’ performance, business performance, project performance, external factors and contractor characteristics are also examined. Several potential attributes are derived from interviews among Malaysian contractors, namely: performance (direct attributes) and contractor characteristics (indirect attributes) that possibly influence contractor satisfaction levels. These attributes are then developed to improve the existing conceptual framework.

The developed framework is expected to help the project team in performing projects more efficiently, maintaining service quality and improving relationships between participants. In addition, the findings of the paper should assist contractors enhance competitiveness, improve their image and create more job opportunities in the future.

Impact and interest:

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ID Code: 32571
Item Type: Conference Paper
Refereed: Yes
Keywords: Attributes , contractor satisfaction, framework, measurement, performance, projects
ISBN: 9789602546901
Subjects: 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 Centre for Construction Innovation, National Technical University of Athens
Copyright Statement: All rights reserved. No part of these proceedings may be reproduced in any form, or by any means without
written permission from the editor.
Deposited On: 15 Jun 2010 00:20
Last Modified: 29 Feb 2012 14:16

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