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Cheng, J and Proverbs, D G (2004) The impact of strategic decisions on construction client satisfaction. In: Khosrowshahi, F (Ed.), Proceedings 20th Annual ARCOM Conference, 1-3 September 2004, Edinburgh, UK. Association of Researchers in Construction Management, Vol. 2, 931–8.
- Type: Conference Proceedings
- Keywords: construction improvement; literature review; procurement; project performance; project life cycle
- ISBN/ISSN: 0 9534161 9 4
- URL: http://www.arcom.ac.uk/-docs/proceedings/ar2004-0931-0938_Cheng_and_Proverbs.pdf
Previous research findings indicate that a client's strategic decisions have a significant impact on their satisfaction levels. However, the nature and significance of this impact has not been clearly identified and hence client satisfaction remains as an elusive issue in the construction sector. This research reports on the initial findings of an on-going research project that aims to develop a rigorous empirical model identifying the impact of strategic decisions on client satisfaction. A detailed literature review of strategic decisions and their implications for client satisfaction is presented. Findings indicate the selection of an appropriate procurement system as one of the most significant strategic decisions at the earlier stage of construction projects. The use of an effective cost management approach during the implementation stage was also revealed as being significant towards client satisfaction. Furthermore, it is revealed that the nature of strategic decisions varies across the whole life cycle of construction projects and that the impact on client satisfaction depends as much on timing as on the subject of the decision. Further research efforts focusing on an investigation of strategic preferences and their impact on client satisfaction levels throughout the project life cycle are recommended.