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The impact of contractor’s characteristics in gauging level satisfaction

Masrom, Md Asrul & Skitmore, Martin (2009) The impact of contractor’s characteristics in gauging level satisfaction. In Zuhairi , Abd. Hamid, Hassan, Fadzil, & Samad, Zulkiflee Abdul (Eds.) Proceedings of, CIRAIC2009, the 2nd Construction Industry Research Achievement International Conference, Construction Research Institute of Malaysia , Kuala Lumpur.

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Abstract

The outcomes of the construction projects can be evaluated in numerous ways. One method is to measure the satisfaction of participants as represented by the differences between their expectations and perceptions. This measurement is used widely in construction as it promises benefits, such as the improvement of product delivery, and enhances services quality by identifying some necessary changes. Commonly satisfaction measurement is gauged by evaluating the level of client satisfaction of construction performance. The measurement of customer satisfaction on the other hand, is based on the quality of the end product. This evaluation is used to encourage contractors to improve their performance to a required level and to ensure that the projects are delivered as expected- in terms of time, budget and quality. Several studies of performance measurement have indicated that contractor performance is still not satisfactory, as the outcome delivered is not as required (because of cost overruns, time overruns or because it is generally unsatisfactory). This drawback may be due to the contractors’ lack of expertise, motivation and/or satisfaction. The measurement of performance based on contractor satisfaction levels is still new and very few studies have yet taken place in the construction industry.

This paper examines how the characteristics of a contracting organisation – namely its experience in the industry, background, past performance, size of organisation and financial stability- may influence its satisfaction levels with regards to project performance. Previous literature reviews and interviews are used as research tools in the preliminary investigation. The outcome is expected to present a basic understanding of contractor satisfaction measurement and its potential for improving the performance of project outcomes.

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ID Code: 39604
Item Type: Conference Paper
Keywords: Performance measurement, contractor satisfaction levels, characteristics, benefits
ISBN: 9789834493806
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 [please consult the authors]
Deposited On: 24 Jan 2011 09:25
Last Modified: 01 Mar 2012 00:05

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