文章基本信息

标题：Modelling Client Satisfaction Levels: The Impact of Contractor Performance
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作者：Robby Soetanto ; David Proverbs
期刊名称：Construction Economics and Building
印刷版ISSN：2204-9029
出版年度：2002
卷号：2
期号：1
页码：13-27
DOI：10.5130/AJCEB.v2i1.2883
语种：English
出版社：UTS ePRESS
摘要：The performance of contractors is known to be a key determinant of client satisfaction.Here, using factor analysis, clients’ satisfaction is defined in several dimensions. Based onclients’ assessment of contractor performance, a number of satisfaction models developedusing the multiple regression (MR) technique are presented. The models identify arange of variables encompassing contractor performance, project performance and respondent(i.e. client) attributes as useful predictors of satisfaction levels. Contractor performanceattributes were found to be of utmost importance indicating that clientsatisfaction levels are mainly dependent on the performance of the contractor. Furthermore,findings suggest that subjectivity is to some extent prevalent in clients’ performanceassessment. The models demonstrate accurate and reliable predictive power as confirmedby validation tests. Contractors could use the models to help improve their performanceleading to more satisfied clients. This would also promote the development ofharmonious working relationships within the construction project coalition.