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Cheng, J, Proverbs, D G, Oduoza, C and Fleming, C (2005) A conceptual model towards the measurement of construction client satisfaction. In: Khosrowshahi, F (Ed.), Proceedings 21st Annual ARCOM Conference, 7-9 September 2005, London, UK. Association of Researchers in Construction Management, Vol. 2, 1053–62.

  • Type: Conference Proceedings
  • Keywords: impact; improvement; literature review; performance; strategic decisions
  • ISBN/ISSN: 0 902896 93 8
  • URL: http://www.arcom.ac.uk/-docs/proceedings/ar2005-1053-1062_Cheng_et_al.pdf
  • Abstract:
    Previous research findings indicate that it is five times more expensive to develop a new construction client than maintaining an existing one. Client satisfaction is therefore a fundamental issue for construction participants who must constantly seek to improve their performance if they are to survive in the global marketplace. However, client satisfaction has remained an elusive issue for a majority of construction professionals. This research reviews the general concept of the satisfaction phenomenon and investigates models used in its assessment. It examines how construction client satisfaction is measured in practice and investigates the literature to reveal the implications of strategic decisions on client satisfaction. It is revealed that identification of, and responses to client needs are the most important criteria adopted in the measurement of client satisfaction. The conclusions drawn represent the initial findings of an on-going research project that aims to develop a rigorous and empirical model identifying the impact of strategic decisions on client satisfaction.