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Conceptual framework for assessment of client needs and satisfaction in the building development process

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  • Jasper Mbachu
  • Raymond Nkado

Abstract

A conceptual framework is developed for assessment of client needs, and the measurement and monitoring of client satisfaction levels in the building development process. Data were obtained from qualitative and quantitative surveys of a target population of clients of commercial buildings in South Africa. Satisfaction levels based on multi-attribute measures were compared with those based on single evaluative responses, using Wilcoxon's matched-pair test. Results showed no significant differences in pairwise comparisons. A strong positive correlation also existed between both equivalent measures of client satisfaction levels. These results validate the conceptual framework. Results of evaluation of client satisfaction levels showed that clients perceived average levels of satisfaction in the building development process. Areas for improvement in the services of contractors and consultants were identified through 'Criticality Index' analyses. Empirical models were developed for proactive measurements of client satisfaction levels at distinct stages of the development process. A dynamic approach to satisfaction measurement is recommended. This contrasts with post-purchase and static views adopted in the consumer services segment and enables consultants to monitor and improve satisfaction levels proactively, as the development process evolves.

Suggested Citation

  • Jasper Mbachu & Raymond Nkado, 2006. "Conceptual framework for assessment of client needs and satisfaction in the building development process," Construction Management and Economics, Taylor & Francis Journals, vol. 24(1), pages 31-44.
    • Handle: RePEc:taf:conmgt:v:24:y:2006:i:1:p:31-44
    DOI: 10.1080/01446190500126866
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    Cited by:

    1. Ali M. Saad & Mohammed Dulaimi & Sambo Lyson Zulu, 2023. "Examining the Influence of UK Public Clients’ Characteristics on Their Own Innovation-Decision towards the Modern Methods of Construction (MMC)," Sustainability, MDPI, vol. 15(5), pages 1-25, February.
    2. Mohammad hossein Mahmoudi Sari, 2017. "An Empirical Study on Human Resources Management in Construction Department of EPC Contractors in Petroleum Industries," Proceedings of Business and Management Conferences 5607807, International Institute of Social and Economic Sciences.
    3. Shafaghat, Arezou & Keyvanfar, Ali & Abd. Majid, Muhd Zaimi & Lamit, Hasanuddin Bin & Ahmad, Mohd Hamdan & Ferwati, Mohamed Salim & Ghoshal, Sib Krishna, 2016. "Methods for adaptive behaviors satisfaction assessment with energy efficient building design," Renewable and Sustainable Energy Reviews, Elsevier, vol. 57(C), pages 250-259.
    4. Minyoung Kwon & Hilde Remøy & Andy Van den Dobbelsteen & Ulrich Knaack, 2017. "User-focused design factors of workspace for nearly zero energy office renovation: findings from literature review," ERES eres2017_275, European Real Estate Society (ERES).
    5. Zhang, Xiaoling & Shen, Liyin & Chan, Sum Yee, 2012. "The diffusion of solar energy use in HK: What are the barriers?," Energy Policy, Elsevier, vol. 41(C), pages 241-249.
    6. Zhang, Xiaoling, 2013. "Going green: Initiatives and technologies in Shanghai World Expo," Renewable and Sustainable Energy Reviews, Elsevier, vol. 25(C), pages 78-88.

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