The identification of Malaysian contractor satisfaction dimensions : a strategy for continuous improvement
Masrom, Md Asrul, Skitmore, Martin, & Bridge, Adrian (2011) The identification of Malaysian contractor satisfaction dimensions : a strategy for continuous improvement. In Han, Sangwon, Davis, Steven, Wang, Xiangyu, Kim, Jinu, & Carmichael, David (Eds.) Proceedings of the 4th International Conference on Construction Engineering and Project Management: ICCEPM-2011, ICCEPM-2011, Sydney, NSW, pp. 1-5.
The unique characteristics of the construction industry - such as the fragmentation of its processes, varied scope of works and diversity of its participants - are contributory factors to poor project performance. Several issues are unresolved due to the lack of a comprehensive technique to measure project outcomes including: inefficient decision making, insufficient communication, uncertain site conditions, a continuously changing environment, inharmonious working relationships, mismatched objectives within the project team and a blame culture. One approach to overcoming these problems appears to be to measure performance by gauging contractor satisfaction (Co-S) levels, but this has not been widely investigated as yet. Additionally, the key Co-S dimensions at the project level are still not fully identified. ----- -----
This paper concerns a study of satisfaction dimensions, primarily by a postal questionnaire survey of construction contractors registered by the Malaysian Construction Industry Development Board (CIDB). Eight satisfaction dimensions are identified that are significantly and substantially relate to these contractors - comprising: project cost performance, schedule performance, product performance, design satisfaction, site safety, project profitability, business performance and relationships between participants. -Each of these dimensions is accorded different priority levels of satisfaction by different contractors. ----- -----
The output of this study will be useful in raising the awareness and understanding of project teams regarding contractors’ needs, mutual objectives and open communication to help to deliver a successful project.
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|Item Type:||Conference Paper|
|Keywords:||Performance Measurement, Contractor Satisfaction, Dimensions, Priority Levels, Project Team, Malaysia|
|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 2011 ICCEPM-2011|
|Copyright Statement:||All rights reserved. No part of this book may be reproduced or translated in any form, by any means without written permission from ICCEPM-2011.|
|Deposited On:||08 Mar 2011 21:53|
|Last Modified:||10 Oct 2011 01:28|
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