Content area
Abstract
The research focused on the criteria that defines success of performance in the area of service provision and quality, client satisfaction and behavioural intentions in the context of D&B contracting. Building on reports to the construction industry which called for a radical change in the way that construction services are delivered, this research explored service quality as an effective tool to enhance a firm's position in the marketplace and improve client satisfaction. Both service quality and client satisfaction are considered to be appropriate ways to create and sustain a competitive advantage, and build a strong and lasting relationship with clients and their professional advisors.
A three-stage model for continuous measurement and improvement of D&B contractors services quality is development based on a review of the general and applied theories from the literature. The research undertaken to test the research model and propositions comprised two phases. The first phase involved face-to-face interviews with selected samples from clients, architects and D&B contractor organisations, to define service quality and client satisfaction, service quality attributes, their effect on client satisfaction and behavioural intentions in the context of D&B contracting. This was followed by respondent validation. The second empirical phase involved the design and distribution of a questionnaire to a wider sample. This was followed by three industrial workshops and a second validation report.
It emerged from this study that service quality attributes were used by clients to evaluate service providers performance which influence client satisfaction, and both perceived performance and satisfaction influence clients future behaviour. The study identified the service quality items that affect clients team perception and satisfaction/dissatisfaction with D&B contractors' services. It also confirmed the presence of perceptual gaps between clients, architects and D&B contractors toward the importance of service quality aspects at the different stages of the project.
The results of this research revealed a serious lack of detailed evidence on service quality and its effect on customer satisfaction and behavioural intentions in D&B contracting services and highlighted serious weakness in D&B contractors service at the post-construction stage - which turned out to be crucial for client perception - and the need to develop a proper after-care service.
The study suggested that D&B contractors need to establish proper market research and close the perceptual gaps between themselves and clients team by redirecting their efforts and resources and targeting them appropriately.