Sustainability performance of construction : conceptual models of satisfaction levels in construction projects

Masrom, Md Asrul & Skitmore, Martin (2010) Sustainability performance of construction : conceptual models of satisfaction levels in construction projects. In Yigitcanlar, Tan (Ed.) Rethinking Sustainable Development : Urban Management, Engineering, and Design. IGI Global, Engineering Science Reference, Hershey, PA, pp. 286-295.

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In general, the performance of construction projects, including their sustainability performance, does not meet optimal expectations. One aspect of this is the performance of the participants who are independent and make a significance impact on overall project outcomes. Of these participants, the client is traditionally the owner of the project, the architect or engineer is engaged as the lead designer and a contractor is selected to construct the facilities. Generally, the performance of the participants is gauged by considering three main factors, namely, time, cost and quality. As the level of satisfaction is a subjective issue, it is rarely used in the performance evaluation of construction work. Recently, various approaches to the measurement of satisfaction have been made in an attempt to determine the performance of construction project outcomes - for instance, client satisfaction, customer satisfaction, contractor satisfaction, occupant satisfaction and home buyer satisfaction. These not only identify the performance of the construction project but are also used to improve and maintain relationships. In addition, these assessments are necessary for the continuous improvement and enhanced cooperation of participants. The measurement of satisfaction levels primarily involves expectations and perceptions. An expectation can be regarded as a comparative standard of different needs, motives and beliefs, while a perception is a subjective interpretation that is influenced by moods, experiences and values. This suggests that the disparity between perceptions and expectations may possibly be used to represent different levels of satisfaction. However, this concept is rather new and in need of further investigation. This chapter examines the methods commonly practised in measuring satisfaction levels today and the advantages of promoting these methods. The results provide a preliminary review of the advantages of satisfaction measurement in the construction industry and recommendations are made concerning the most appropriate methods to use in identifying the performance of project outcomes.

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ID Code: 38451
Item Type: Book Chapter
Additional URLs:
Keywords: Performance Measurement, Satisfaction Level, Construction Industry, Satisfaction Measurement Methods, Key Performance Indicators
DOI: 10.4018/978-1-61692-022-7
ISBN: 9781616920227
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > BUILDING (120200) > Building Construction Management and Project Planning (120201)
Divisions: Past > QUT Faculties & Divisions > Faculty of Built Environment and Engineering
Past > Schools > School of Urban Development
Copyright Owner: Copyright 2010 by IGI Global
Deposited On: 11 Nov 2010 22:22
Last Modified: 08 Oct 2015 15:13

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