Satisfaction assessment in construction projects: a conceptual framework

Chinny Nzekwe‐Excel
  • Built Environment Project and Asset Management, July 2012, Emerald
  • DOI: 10.1108/20441241211235071

What is it about?

Purpose – The purpose of this paper is to discuss the development of a system that would facilitate collaboration of different participants or groups in construction project teams, so as to improve productivity and success as well as minimize dissatisfaction in the construction industry. Design/methodology/approach – In order to explore the satisfaction relationship between participants of the construction project team and the importance associated with the team’s satisfaction attributes, this study develops a framework that logically integrates the different clients and participants, and captures the importance associated with satisfying every participant represented in the project team. Findings – The framework specifically provides a platform for evaluating satisfaction by carefully considering a number of vital issues: clients/project participants that make up a given construction project, attributes of satisfaction, level of importance given to the attributes, and pre- and post-assessment of participants, in relation to how much they meet the defined satisfaction attributes. Originality/value – The framework provides a sound and systematic foundation for developing and linking the concepts of satisfaction, satisfaction attributes and satisfaction assessment, with an aim of determining the extent by which the team members meet one another’s satisfaction attributes when being assessed.

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