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Adjei, S D (2016) Review of waste management in the UK construction industry, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Ahadzie, D K (2007) A model for predicting the performance of project managers in mass house building projects in Ghana, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Ahiakwo, O A (2015) Improving construction processes in Nigeria using the Last Planner® system, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Akinsola, A O (1997) An intelligent model of variations' contingency on constructions projects, Unpublished PhD Thesis, School of Construction, Engineering and Technology, University of Wolverhampton.

Al Neyadi, A (2019) Sustainable and digital strategies for enhancing United Arab Emirates construction industry competiveness, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Al Qasimi, S K H (2019) The impact of implementing heritage elements in contemporary buildings in the United Arab Emirates, Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Al Shamsi, H A A (2015) A framework for group leadership in the construction industry in Abu Dhabi, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Al Shamsi, S K (2019) Managing construction projects in the United Arab Emirates to gain competitive advantage, Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Alamil, H M (2022) Knowledge sharing within the Kingdom of Saudi Arabia large construction organisations, Unpublished PhD Thesis, , University of Wolverhampton.

Alamri, R (2019) Development of a model for health and safety management in Saudi Arabian oil and gas construction projects, Unpublished PhD Thesis, School of Engineering, University of Wolverhampton.

Alhumayn, S A (2018) Developing a framework for BIM implementation in the saudi arabian construction industry, Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Ali, A (2018) Development of a framework for sustainable construction waste management: a case study of three major Libyan cities, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Alkatheeri, A (2018) An investigative study on the relationship between organizational factors and knowledge management effectiveness in UAE public organizations: the case study of Abu Dhabi, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Alketbi, S R (2020) Effective implementation of value engineering in the housing construction programmes of the UAE, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Alosaimi, H (2019) Embedding knowledge management strategies in the Kingdom of Saudi Arabia construction industry, Unpublished PhD Thesis, School of Engineering, University of Wolverhampton.

Alqahtani, F (2017) The relationship between the values of Abu-Dhabi Police and the competencies of their project managers, Unpublished PhD Thesis, , University of Wolverhampton.

Alshihre, F (2018) Development of a framework for client satisfaction in the Saudi construction industry, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Ankrah, N A (2007) An investigation into the impact of culture on construction project performance, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Bappa Salisu, J (2016) The impact of compensation on public sector construction workers in Jigawa State of Nigeria, Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Bashir, A M (2013) A framework for utilising lean construction strategies to promote safety on construction sites, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Braimah, N (2008) An investigation into the use of construction delay and disruption analysis methodologies, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Butkovic, B (2019) A framework for developing 4D level-of-detail on construction projects, Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Cheng, J (2008) The impact of strategic decisions on construction client satisfaction: An assessment framework, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Cheung, S O (1998) Project dispute resolution satisfaction of construction clients in Hong Kong, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Chinyio, E (1999) An evaluation of construction clients' needs and preferences, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Dare, F T (2011) A novel methodology for e-learning space design in HEI campuses, Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Edwards, D J (1999) A methodology for predicting the total average hourly maintenance cost of tracked hydraulic excavators operating in the UK opencast mining industry, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Ejohwomu, O A (2007) Modelling the supply and demand for construction and building services skills in the Black Country, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Fadiya, O O (2012) Development of an integrated decision analysis framework for selecting ICT-based logistics systems in the construction industry, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Fisher, W H (2017) The use of arbitration in the construction industry in England and Wales: an evaluation of its continuing role following the Arbitration Act 1996, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Gyampoh-Vidogah, R (2002) Improving project administration in the construction industry using EDMS: an integrated IS/IT solution, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Harthi, B A A (2015) Risk management in fast-track projects : a study of UAE construction projects, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Heesom, D (2004) An analytical system for space planning on construction sites, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Holt, G (1995) A methodology for predicting the performance of construction contractors, Unpublished PhD Thesis, School of Construction, Engineering and Technology, University of Wolverhampton.

Hong, X (2002) A comparative study of contractor performance based on Japanese, UK and US construction practice, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Ikpe, E O (2009) Development of cost benefit analysis model of accident prevention on construction projects, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Jackson, M (2007) Model development for the adoption of technology: electronic commerce in the construction industry, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Kaming, P F (1996) A productivity audit system for construction management in Indonesia, Unpublished PhD Thesis, School of Construction, Engineering and Technology, University of Wolverhampton .

Kometa, S T (1995) An evaluation of client-generated risks in construction consultancies, Unpublished PhD Thesis, School of Construction, Engineering and Technology, University of Wolverhampton.

Manase, D (2008) An exploratory study of GIS based analysis of health and safety related information , Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Mante, J (2014) Resolution of construction disputes arising from major infrastructure projects in developing countries: case study of Ghana, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Manu, E (2014) Supply chain management practices in construction and inter-organisational trust dynamics, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Manu, P A (2012) An investigation into the accident causal influence of construction project features, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Moore, N (2013) A model based system for contextual on-site construction planning in augmented reality, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Myzece, D (2015) An investigation into the implementation of the Construction (Design and Management) Regulations in the construction industry, Unpublished PhD Thesis, Faculty of Technology, University of Wolverhampton.

Naim, A A A A (2018) An investigation of building information modelling implementation in KSA, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Nesan, L J (1997) A generic model for effective implementation of empowerment in construction contractor organisations, Unpublished PhD Thesis, School of Construction, Engineering and Technology, University of Wolverhampton.

Nicholas, J (2000) A risk analysis system for evaluating construction contractors by potential creditors, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Nzekwe-Excel, C (2010) Development of an integrated framework for satisfaction assessment of construction project teams, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Obunwo, C U C (2016) A framework for enhancing project quality and customer satisfaction in government road construction projects in Rivers State, Nigeria, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

• Type: Thesis
• Keywords: client satisfaction; Nigeria; quality; questionnaire survey
• ISBN/ISSN:
• URL: http://hdl.handle.net/2436/609022
• Abstract:
  

  Satisfaction has consistently been a source of concern to clients, stakeholders and customers in the construction industry globally. In Nigeria, despite the huge financial investments in construction and its associated economic benefits, construction projects are characterized by poor quality in aesthetics, high costs in maintenance and failure to meet or exceed the customers’ quality expectations. An even greater challenge is faced when considering government construction projects as re- occurring issues like on time delivery, operational and aesthetic excellence and even project abandonment continue to resurface. Although previous studies have developed models and frameworks to improve customer satisfaction in product and service organisations, researchers have not treated in detail issues involving customer satisfaction within projects which do not have profits and financial gains as the driving force such as government construction projects. The aim of this research was to develop a framework that would identify particular areas associated with project quality where adequate resources could be channelled in order to enhance customer satisfaction in government road construction projects in Rivers State, Nigeria. Sequel to an extensive literature review, a conceptual framework was developed to establish the relationship between three attributes of project quality namely performance, reliability and aesthetics and two attributes of customer satisfaction measured through contractor re-patronage and referral. 503 road construction practitioners within the Port Harcourt metropolis of Rivers State, Nigeria participated in a quantitative survey and data obtained was subjected to stepwise multiple regression analysis. The results showed that a strong, positive and significant relationship existed between the attributes of project quality and customer satisfaction with project quality explaining 54.8% of the variance in contractor re-patronage and 61.8% of the variance in contractor referral. Performance was however found to have the greatest effect on contractor re-patronage (R2=.550, adjusted R2=.548) while aesthetics had the highest effect on contractor referral (R2=.572, adjusted R2= .571). Reliability was found to have the weakest effect on customer satisfaction and could be attributed to its civil and structural Engineering links which are either unknown or invisible to the customer. 10 structured interviews with construction professionals were used to validate the developed framework and justify the research design. The findings support the framework and suggest that the knowledge and analysis of the construction costs, the use of competent professional experts, the provision of a revised legal framework for road construction, delegation of responsibility for road maintenance, avoidance of project abandonment, identifying and mitigating construction risks, adopting a strategy for project monitoring, enforcing health and safety considerations, provision of innovative excitement factors as well as post project evaluations were essential for enhancing project quality and customer satisfaction from government road construction projects. The study advocates for an adoption of the framework and concludes by making recommendations including the incorporation of government and private construction practitioners and further identifies areas for future study.

Odimabo, O (2016) Risk management system to guide building construction projects in developing countries : a case study of Nigeria, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Okehielem, N (2011) A benchmark for impact assessment of affordable housing, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Okeyinka, O M (2016) The applicability of recycled waste paper as lightweight building materials, Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Olagunju, O A (2014) The development of a framework for sustainable housing delivery in Lagos, Nigeria, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Olayinka, R A (2015) A knowledge management framework for reducing the cost of poor quality on construction projects, Unpublished PhD Thesis, School of Technology, University of Wolverhampton.

Oloke, D (2003) Development of a web-based off-highway plant information system, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Perez Jimenez, P A (2019) An investigation into health and safety management by SMEs and the risk of corporate manslaughter prosecution , Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Poon, J L K (2001) Development of a process model for the design stage of building projects, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Proverbs, D G (1998) A best practice model for high-rise insitu concrete construction based on French, German and UK contractor performance measures, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Reyes Veras, P (2023) Adoption of the big data concept in the construction industry, Unpublished PhD Thesis, , University of Wolverhampton.

Reynoso Vanderhorst, H (2022) A framework for adoption of drones in the Dominican Republic construction industry, Unpublished PhD Thesis, , University of Wolverhampton.

Silverio Fernández, M A (2019) Implementation of smart devices in the construction industry, Unpublished PhD Thesis, , University of Wolverhampton.

Silverio Rodriquez, A K (2020) Implementation of building information modelling in the Dominican Republic construction industry , Unpublished PhD Thesis, School of Architecture and the Built Environment, University of Wolverhampton.

Singh, S (2021) Stakeholder management within BIM implemented projects in the UK construction industry, Unpublished PhD Thesis, , University of Wolverhampton.

Soetanto, R (2002) Modelling satisfaction for main participants of the construction project coalition: a study of mutual performance assessment, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Sutrisna, M (2004) Developing a knowledge based system for the valuation of variations on civil engineering works, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Talaq, J (2004) Antecedents and consequences of motivation: an examination of motivation as mediator to human and organisational performance, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Tochukwu, M G (2018) The development of 5D BIM framework to facilitate costing in contractor-led projects, Unpublished PhD Thesis, School of Architecture and Built Environment, University of Wolverhampton.

Tsemo, V (2015) An investigation of CSR as a source of corporate political power, Unpublished PhD Thesis, Business School, University of Wolverhampton.

Vidogah, W (1997) Claims on construction contracts: a new management framewor, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Williams, N M (2021) An investigation of client loyalty in the construction professional services sector, Unpublished PhD Thesis, , University of Wolverhampton.

Wong, C H (2001) A discriminant model for classifying contractor performance on public works projects, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Wong, C H (2001) Investigation of contractor selection criteria and development of contractor classification model: a UK case, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Yang, J (2001) A decision support system for material routing in construction sites, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Yisa, S B (1995) A methodology for evaluating the marketing function in the UK construction industry, Unpublished PhD Thesis, School of Construction, Engineering and Technology, University of Wolverhampton.

Yu, H (2009) A knowledge based system for construction health and safety competence assessment, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.

Zakeri, M (1996) An evaluation of productivity and management practice in the Iranian construction industry, Unpublished PhD Thesis, School of Construction, Engineering and Technology, University of Wolverhampton.

Zhou, W (2009) An investigation into a distributed virtual reality environment for real-time collaborative 4D construction planning and simulation, Unpublished PhD Thesis, School of Engineering and the Built Environment, University of Wolverhampton.