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Anastasopoulos, P C, Labi, S, Bhargava, A, Bordat, C and Mannering, F L (2010) Frequency of Change Orders in Highway Construction Using Alternate Count-Data Modeling Methods. Journal of Construction Engineering and Management, 136(08), 886–93.

El Asmar, M, Lotfallah, W, Whited, G and Hanna, A S (2010) Quantitative Methods for Design-Build Team Selection. Journal of Construction Engineering and Management, 136(08), 904–12.

Ji, S, Park, M and Lee, H (2010) Data Preprocessing–Based Parametric Cost Model for Building Projects: Case Studies of Korean Construction Projects. Journal of Construction Engineering and Management, 136(08), 844–53.

Kent, D C and Becerik-Gerber, B (2010) Understanding Construction Industry Experience and Attitudes toward Integrated Project Delivery. Journal of Construction Engineering and Management, 136(08), 815–25.

Kim, B and Reinschmidt, K F (2010) Probabilistic Forecasting of Project Duration Using Kalman Filter and the Earned Value Method. Journal of Construction Engineering and Management, 136(08), 834–43.

Korkmaz, S, Riley, D and Horman, M (2010) Piloting Evaluation Metrics for Sustainable High-Performance Building Project Delivery. Journal of Construction Engineering and Management, 136(08), 877–85.

Lai, A W Y and Pang, P S M (2010) Measuring Performance for Building Maintenance Providers. Journal of Construction Engineering and Management, 136(08), 864–76.

  • Type: Journal Article
  • Keywords: Contractors; Maintenance; Buildings; Measurement; Service quality; Contractor performance assessment;
  • ISBN/ISSN: 0733-9364
  • URL: https://doi.org/10.1061/(ASCE)CO.1943-7862.0000191
  • Abstract:
    A building maintenance scheme was introduced in Hong Kong Housing Authority in January 2006 which employed contractors to provide inspection inside the public housing tenants’ units and arranged necessary repair works. This study aims to assess the contractor service quality performance. A method of assessment is devised based on the SERVQUAL approach to measure the public housing owner’s frontline representatives’ expectations and perceptions of the contractors’ performance. The outcome indicates that the deficiencies of service quality variables are related to the willingness of the contractors to provide prompt responses to requests from the tenants or the owner’s frontline representatives, and the availability of sufficient resources to perform the promised service dependably and accurately in terms of time, cost, and quality. The outcome of this study helps to identify the weaknesses of the contractors and allows them to properly allocate resources to those urgently needed variables. The implications from this study are considered and recommendations for industrial practices and further research are made.

Mostafavi, A and Karamouz, M (2010) Selecting Appropriate Project Delivery System: Fuzzy Approach with Risk Analysis. Journal of Construction Engineering and Management, 136(08), 923–30.

Nguyen, L D and Ibbs, W (2010)  Case Law and Variations in Cumulative Impact Productivity Claims. Journal of Construction Engineering and Management, 136(08), 826–33.

Xu, Y, Chan, A P C and Yeung, J F Y (2010) Developing a Fuzzy Risk Allocation Model for PPP Projects in China. Journal of Construction Engineering and Management, 136(08), 894–903.

Zheng, S and Tiong, R L K (2010) First Public-Private-Partnership Application in Taiwan’s Wastewater Treatment Sector: Case Study of the Nanzih BOT Wastewater Treatment Project. Journal of Construction Engineering and Management, 136(08), 913–22.

Zou, P X W, Chen, Y and Chan, T (2010) Understanding and Improving Your Risk Management Capability: Assessment Model for Construction Organizations. Journal of Construction Engineering and Management, 136(08), 854–63.