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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/16600

Title: Modelling client satisfaction levels: the impact of contractor performance
Authors: Soetanto, Robby
Proverbs, David G.
Keywords: Contractor performance criteria
Multiple regression analysis
Performance and satisfaction attributes
Performance assessment
Issue Date: 2002
Publisher: UTS ePRESS © the authors
Citation: SOETANTO, R. and PROVERBS, D.G., 2002. Modelling client satisfaction levels: the impact of contractor performance. Australian Journal of Construction Economics and Building, 2 (1), pp. 13 - 27.
Abstract: The performance of contractors is known to be a key determinant of client satisfaction. Here, using factor analysis, clients’ satisfaction is defined in several dimensions. Based on clients’ assessment of contractor performance, a number of satisfaction models are presented, developed using the multiple regression (MR) technique. The models identified a range of variables encompassing contractor performance, project performance and respondent (i.e. client) attributes as useful predictors of satisfaction levels. Contractor performance attributes were found to be of utmost importance indicating that client satisfaction levels are mainly dependent on the performance of the contractor. Furthermore, findings suggest that subjectivity is to some extent prevalent in clients’ performance assessment. The models demonstrate accurate and reliable predictive power as confirmed by validation tests. Contractors could use the models to help improve their performance leading to more satisfied clients. This will also promote the development of harmonious working relationships within the construction project coalition.
Description: This article was published in the journal, The Australasian Journal of Construction Economics and Building with a Creative Commons Attribution (CC-BY) License.
Version: Published
URI: https://dspace.lboro.ac.uk/2134/16600
Publisher Link: http://epress.lib.uts.edu.au/journals/index.php/AJCEB/article/view/2883/3061
ISSN: 1837-9133
Appears in Collections:Published Articles (Civil and Building Engineering)

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