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Improving clients’ satisfaction in construction projects: the case of Saudi Arabia

Improving clients’ satisfaction in construction projects: the case of Saudi Arabia 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.Design/methodology/approachThe 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.FindingsThe 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.Research limitations/implicationsData collection was limited to Saudi Arabia, but the general methodology used and some of the findings may be applicable beyond this country.Practical implicationsThe 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.Originality/valueA 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Built Environment Project and Asset Management Emerald Publishing

Improving clients’ satisfaction in construction projects: the case of Saudi Arabia

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2044-124X
DOI
10.1108/bepam-12-2019-0140
Publisher site
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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.Design/methodology/approachThe 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.FindingsThe 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.Research limitations/implicationsData collection was limited to Saudi Arabia, but the general methodology used and some of the findings may be applicable beyond this country.Practical implicationsThe 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.Originality/valueA 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.

Journal

Built Environment Project and Asset Management – Emerald Publishing

Published: Oct 20, 2020

Keywords: Clients; Perceptions; Project management; Project impact assessment; Project performance; Customer satisfaction; Saudi Arabian construction

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