Study on Client-Satisfaction Factors in Construction Industry

2017 European Journal of Economic Studies  
Client satisfaction represents a crucial factor in the development and management of the construction process, as well in the creation of professional company-client relationships. Moreover, it is one of the major determinants of project success and therefore is a fundamental issue for construction managers who must constantly seek to improve their performance in order to survive in the marketplace. Providing superior quality and keeping customers satisfied are rapidly becoming the ways that
more » ... panies use to differentiate themselves from competitors. The main objective of this study is to establish a comprehensive list of factors used for measuring client satisfaction and to study their influence on client satisfaction in the construction industry. The purpose of this study is to identify main client satisfaction factors and to advance both theoretical and practical understanding of their satisfaction in construction industry. A survey conducted in this study was focused on clients of different companies from construction industry in Bosnia and Herzegovina (B&H). The perceptions of clients with respect to the performance of contractors were measured using five factors including timeliness, cost, quality, client orientation and safety. Through the analysis of data generated by the survey, it is concluded that all the factors identified in the client-satisfaction model do not possess the same significance when it comes to satisfying clients. The approach of this research is useful to construction firms, not only in B&H, but also in other places, for identifying and improving their weak areas and improving the service quality for their clients.
doi:10.13187/es.2017.6.104 fatcat:zh7tajwwiffinaerad6gpwum2y