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.

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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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ID Code: 40460
Item Type: Conference Paper
Refereed: Yes
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
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: 22 Jun 2017 14:43

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