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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/16603

Title: Modelling the satisfaction of contractors: the impact of client performance
Authors: Soetanto, Robby
Proverbs, David G.
Keywords: Client performance criteria
Multiple regression analysis
Performance and satisfaction attributes
Performance assessment
Issue Date: 2002
Publisher: © Emerald
Citation: SOETANTO, R. and PROVERBS, D.G., 2002. Modelling the satisfaction of contractors: the impact of client performance. Engineering, Construction and Architectural Management, 9 (5/6), pp. 453 - 465.
Abstract: An assessment of the performance of UK clients on 55 ‘case projects’ as considered by contractors is presented and used to develop models of contractors’ satisfaction. Principal component analysis reveals five dimensions to contractor satisfaction, classified in this research as (i) ‘support provided to contractors’, (ii) ‘clients’ attitude’, (iii) ‘clients’ understanding of their own needs’, (iv) ‘quality of clients’ brief’, and (v) ‘financial aspects of performance’. Knowledge of these models should enable clients to perform better, which is conducive towards satisfactory participant performance and overall project performance. The models identify three key aspects of client performance that are found to significantly influence contractors’ satisfaction levels, namely (i) the capability of the client’s representative, (ii) the client’s past performance and project management experience, and (iii) the financial soundness and reputation of the client. Additionally, the nature of the project and certain characteristics of contractors also influence satisfaction levels. The models demonstrated accurate predictive power and were found to be valid and robust. Clients could use the models to help improve their performance leading to more successful project implementation. This will also promote the development of harmonious working relationships within the construction project coalition.
Description: This article was published in the journal of Engineering, Construction and Architectural Management [© Emerald] and the definitive version is available at: http://dx.doi.org/10.1108/eb021239
Version: Accepted for publication
DOI: 10.1108/eb021239
URI: https://dspace.lboro.ac.uk/2134/16603
Publisher Link: http://dx.doi.org/10.1108/eb021239
ISSN: 1365-232X
Appears in Collections:Published Articles (Civil and Building Engineering)

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