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Chiu, W Y B and Ng, F F (2015) The mediation influence of job satisfaction on organisational commitment amongst quantity surveyors. Construction Economics and Building, 15(01), 56-74.

Fernandez-Lopez X and Coto-Millan, P (2015) From the boom to the collapse: a technical efficiency analysis of the Spanish construction industry during the financial crisis. Construction Economics and Building, 15(01), 104-117.

Forsythe, P (2015) Monitoring customer perceived service quality and satisfaction during the construction process. Construction Economics and Building, 15(01), 19-42.

  • Type: Journal Article
  • Keywords: Customer satisfaction; customer behaviour; house building; service quality; construction process
  • ISBN/ISSN: 2204-9029
  • URL: https://doi.org/10.5130/AJCEB.v15i1.4172
  • Abstract:
    Service quality has been studied across many construction related disciplines but little has been done concerning how it effects customer satisfaction during the day-to-day dynamics of onsite construction services. The research explores this setting in Australian housing construction projects. A highly detailed single case study methodology was used with a view to facilitating theory development for a targeted customer type displaying service quality oriented expectations, high involvement, but low construction experience. Gaps scores for perceived service quality and customer satisfaction were systematically monitored during construction. Concurrently, interviews were used to obtain incident data linked to the scoring data. It was found that service incidents, service quality and customer satisfaction were linked at each stage of construction. Related aspects included the ratio between positive and negative incidents; a saturation point regarding negative incidents; and an end of process/product realisation factor. The importance of identifying active service quality dimensions during construction was identified (especially reliability and care in execution of work). An incident coding structure was developed whereby frequently recurring incident features included spontaneous situations, site observations, personal interaction, subcontractor involvement, progressive product quality, progressive construction activity and defensive customer action. The research recommends that construction contractors aim to control the above features by creating orchestrated incidents and controlling exposure to perceptions via fast and seamless onsite construction

Jelodar, M B, Yiu, T W and Wlikinson, S (2015) Systematic representation of relationship quality in conflict and dispute for construction projects. Construction Economics and Building, 15(01), 89-103.

Owusu-Manu, D-G, Badu, E, Holt, G and Edwards, D (2015) Determinants of management innovation in the Ghanaian construction consulting sector. Construction Economics and Building, 15(01), 75-88.

Ramachandra, T and Rotimi, J (2015) Causes of payment problems in the New Zealand construction industry. Construction Economics and Building, 15(01), 43-55.

Walker, D H T, Harley, J and Mills, A (2015) Performance of project alliancing in Australasia: a digest of infrastructure development from 2008 to 2013. Construction Economics and Building, 15(01), 1-18.