A Study of Service Quality of Nepalese Consultants in Building Projects
Sandip Puri, Santosh Kumar Shrestha, Anjay Kumar Mishra
2019
Saudi Journal of Engineering and Technology
Quality in construction sectors is highly dependent upon the services delivered by the respective parties. Since the consulting firms are the one of key resourceful players of any construction projects, the services rendered by the consulting firms performs a vital role before and during the execution of construction for maintaining the quality. This study analyzed the priority order among the success factors determining the quality through AHP (Analytic Hierarchy Process) analysis method after
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... redefining the quality elements of consulting service. The determinants of quality service of consulting service mentioned were configured with SERVQUAL set as the default model. For this study, survey was conducted on 11 public entities who were involved in procuring the consultants for building projects. Public entities were the main sources of primary data collection and published literature, reports and journals were referred as secondary source of infirmities. This research was intended to find out the important determinants of the consulting services, by hierarchizing the service factors for performing the building projects after deriving the relative priority based on the studies on consulting service quality factors. The survey result was produced based on the clients" perspective (58 respondents) with inconsistency value equal to 0.1. The results of compared analysis between 5 determinants of service quality (Reliability, Responsiveness, Assurance, Tangibles, and Empathy) of Hierarchy 2, the upper layer in the hierarchy of services performance factors and 25 measuring factors of Hierarchy 3 under Hierarchy 2 was presented with inconsistency less than 0.01. The research results," Providing Clear and Quality Drawing/ Documents" and "Design: Cost Effective, Innovative and Sustainable" were analyzed as important service quality factors. It can be confirmed that consultants performing their service in public entities should have priority to the improvement in drawing quality and effective design rather than the consultant"s appearance and relationship with client as an important factor in the quality of service.
doi:10.36348/sjeat.2019.v04i09.001
fatcat:geul4mrllzcnpns7i7nuks55ki