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Abreu, M M d and Lordsleem Jr, A C (2019) Aluminum formwork system: loss and productivity. Built Environment Project and Asset Management, 9(05), 616–27.

Abuzeinab, A, Arif, M, Kulonda, D J and Awuzie, B O (2016) Green business models transformation: Evidence from the UK construction sector. Built Environment Project and Asset Management, 6(05), 478-90.

Agbesi, K, Fugar, F D and Adjei-Kumi, T (2018) Modelling the adoption of sustainable procurement in construction organisations. Built Environment Project and Asset Management, 8(05), 461–76.

Ahmad, T and Aibinu, A A (2017) Project delivery attributes influencing green building project outcomes: A review and future research directions. Built Environment Project and Asset Management, 7(05), 471-89.

Akinradewo, O, Aigbavboa, C and Oke, A (2020) Accuracy of road construction preliminary estimate: examining the influencing factors. Built Environment Project and Asset Management, 10(05), 657–71.

Alashwal, A M and Chew, M Y (2017) Simulation techniques for cost management and performance in construction projects in Malaysia. Built Environment Project and Asset Management, 7(05), 534-45.

Almarri, K and Boussabaine, H (2017) Interdependency of the critical success factors and ex-post performance indicators of PPP projects. Built Environment Project and Asset Management, 7(05), 546-56.

Alshihre, F, Chinyio, E, Nzekwe-Excel, C and Daniel, E I (2020) Improving clients’ satisfaction in construction projects: the case of Saudi Arabia. Built Environment Project and Asset Management, 10(05), 709–23.

• Type: Journal Article
• Keywords: Clients; Perceptions; Project management; Project impact assessment; Project performance; Customer satisfaction; Saudi Arabian construction;
• ISBN/ISSN: 2044-124X
• URL: https://doi.org/10.1108/BEPAM-12-2019-0140
• Abstract:
  Clients’ satisfaction is often associated with performance in the construction industry. Organisations that achieve very high ratings of clients’ satisfaction improve their positions in the marketplace. Many clients are often dissatisfied with their project outcomes. Hence, a research study was carried out to examine the ways project managers and/or contractors perceive the subject of clients’ satisfaction. The study applied qualitative research methods and followed the interpretivist paradigm and inductive research approach. A total of 30 interviews were conducted with construction project managers and evaluated by a thematic analysis. The study identified five prominent factors which the project managers perceived to impact on clients’ satisfaction, which are as follows: effective financial management; use of skilled workers; use of advanced technology; customer relation and time management. Other contributors to clients’ satisfaction include effective team leadership, project monitoring, communication and adequate knowledge and skills. Data collection was limited to Saudi Arabia, but the general methodology used and some of the findings may be applicable beyond this country. The findings provide a more informed basis of attaining greater clients’ satisfaction by contractors, especially within and possibly beyond Saudi Arabia. Also, contractors can directly enquire from clients about their satisfaction following project completion. A project manager's perspective and Saudi Arabian orientation of clients’ satisfaction are presented. Also, insight into the multifaceted nature of the factors influencing clients’ satisfaction is provided.

Assaf, S, Hassanain, M A, Abdallah, A, Sayed, A M and Alshahrani, A (2019) Significant causes of claims and disputes in construction projects in Saudi Arabia. Built Environment Project and Asset Management, 9(05), 597–615.

Bandara, C, Dissanayake, D, Karunasena, G and Madhusanka, N (2018) Mitigation of challenges in sustaining green certification in the Sri Lankan hotel sector. Built Environment Project and Asset Management, 8(05), 515–27.

Blay, K B, Tuuli, M M and France-Mensah, J (2019) Managing change in BIM-Level 2 projects: benefits, challenges, and opportunities. Built Environment Project and Asset Management, 9(05), 581–96.

Cheng, J C P and Venkataraman, V (2016) Analyzing relationships between project team compositions and green building certification in green building projects. Built Environment Project and Asset Management, 6(05), 449-61.

Crippa, J, Boeing, L C, Caparelli, A P A, da Costa, M d R d M M, Scheer, S, Araujo, A M F and Bem, D (2018) A BIM–LCA integration technique to embodied carbon estimation applied on wall systems in Brazil. Built Environment Project and Asset Management, 8(05), 491–503.

Dolla, T and Laishram, B S (2018) Procurement of low carbon municipal solid waste infrastructure in India through public-private partnerships. Built Environment Project and Asset Management, 8(05), 449–60.

Ekanayake, E M A C and Sandanayake, Y G (2017) LIVE approach: Lean integrated value engineering for construction industry. Built Environment Project and Asset Management, 7(05), 518-33.

Ekanayake, E M K and Perera, B A K S (2016) Appropriate delay analysis techniques to analyse delays in road construction projects in Sri Lanka. Built Environment Project and Asset Management, 6(05), 521-34.

Hu, W and Panthi, K (2020) Project status reporting system for pipeline relocation programs. Built Environment Project and Asset Management, 10(05), 693–708.

Ismail, S, Musawa, M S and Ahmad, H (2019) Transparency of public private partnership (PPP): the extent of mandatory information disclosure. Built Environment Project and Asset Management, 9(05), 655–68.

Juan, C and Olmos, F (2019) Public–private equity joint ventures and risk transfers in motorways of the sea. Built Environment Project and Asset Management, 9(05), 669–82.

Kwofie, T E, Ohis Aigbavboa, C and Thwala, W D (2019) Communication performance challenges in PPP projects: cases of Ghana and South Africa. Built Environment Project and Asset Management, 9(05), 628–41.

Leo-Olagbaye, F and Odeyinka, H A (2020) An assessment of risk impact on road projects in Osun State, Nigeria. Built Environment Project and Asset Management, 10(05), 673–91.

Liyanage, C, Dias, N, Amaratunga, D and Haigh, R (2017) Current context of transport sector in south Asia: Recommendations towards a sustainable transportation system. Built Environment Project and Asset Management, 7(05), 490-505.

Mallawaarachchi, H, De Silva, L and Rameezdeen, R (2016) Indoor environmental quality and occupants’ productivity: Suggestions to enhance national green certification criteria. Built Environment Project and Asset Management, 6(05), 462-77.

Medimagh, S and Triki, A (2019) The PPP performance based on the co-creation with customers. Built Environment Project and Asset Management, 9(05), 642–54.

Oshodi, O S, Awuzie, B O, Akotia, J, Ademiloye, A S and Ngowi, A (2020) A bibliometric analysis of recycled concrete research (1978–2019). Built Environment Project and Asset Management, 10(05), 725–36.

Pérez, C T and Costa, D (2018) Developing a taxonomy of transportation waste in construction production processes. Built Environment Project and Asset Management, 8(05), 434–48.

Pantzartzis, E, Deka, L, Price, A D F, Tann, C, Mills, G R W and Rich-Mahadkar, S (2016) Sustainable management of NHS assets backlog maintenance. Built Environment Project and Asset Management, 6(05), 535-52.

Patil, N A and Laishram, B S (2016) Sustainability of Indian PPP procurement process: Development of strategies for enhancement. Built Environment Project and Asset Management, 6(05), 491-507.

Ranawaka, I and Mallawaarachchi, H (2018) A risk-responsive framework for green retrofit projects in Sri Lanka. Built Environment Project and Asset Management, 8(05), 477–90.

Samaraweera, A, Senaratne, S and Sandanayake, Y (2018) Nature of construction project cultures in the public sector: case studies in Sri Lanka. Built Environment Project and Asset Management, 8(05), 557–68.

Victoria, M F and Perera, S (2018) Managing embodied carbon in buildings: a Pareto approach. Built Environment Project and Asset Management, 8(05), 504–14.

Victoria, M F, Perera, S, Davies, A and Fernando, N (2017) Carbon and cost critical elements: A comparative analysis of two office buildings. Built Environment Project and Asset Management, 7(05), 460-70.

Waidyasekara, K G A S, De Silva, L and Rameezdeen, R (2016) Water use efficiency and conservation during construction: Drivers, barriers and practices. Built Environment Project and Asset Management, 6(05), 553-66.

Weerasinghe, A S and Ramachandra, T (2018) Economic sustainability of green buildings: a comparative analysis of green vs non-green. Built Environment Project and Asset Management, 8(05), 528–43.

Yumarni, T and Amaratunga, D (2018) Gender mainstreaming as a strategy to achieve sustainable post-disaster reconstruction. Built Environment Project and Asset Management, 8(05), 544–56.

Zamenian, H, Choi, J, Sadeghi, S A and Naderpajouh, N (2017) Systematic approach for asset management of urban water pipeline infrastructure systems. Built Environment Project and Asset Management, 7(05), 506-17.

Zanni, M, Ruikar, K and Soetanto, R (2020) Systematising multidisciplinary sustainable building design processes utilising BIM. Built Environment Project and Asset Management, 10(05), 637–55.

Zin, Z M I, Kulatunga, U and Thayaparan, M (2016) Malaysian experience with public-private partnership: Managing unsolicited proposal. Built Environment Project and Asset Management, 6(05), 508-20.