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Developing dimensions to Measure the Quality of Construction Project Management Service

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  • Giao, Ha Nam Khanh
  • Trang, Nguyen Doan

Abstract

In construction industry today, the consultancy companies need to improve service quality- an important part of consultancy service in order to enhance the customer’s loyalty, boosting the business for future projects and word of mouth reputation. The question is whether the dimensions applied to measure the quality of the generic services can be applied to the professional services such as the construction project management service? If yes, how to do so? This research is based on the literature review, especially Parasuraman et al (1985, 1988), Hoxley (2004), Murugavarothayan et al (2000) and Ong (2007); and the qualitative method to suggest possible set of dimensions to measure the service quality of the construction project management.

Suggested Citation

  • Giao, Ha Nam Khanh & Trang, Nguyen Doan, 2010. "Developing dimensions to Measure the Quality of Construction Project Management Service," OSF Preprints 3c2vz, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:3c2vz
    DOI: 10.31219/osf.io/3c2vz
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    References listed on IDEAS

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    1. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
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    Cited by:

    1. Giao, Ha Nam Khanh, 2018. "Measuring service quality in construction project management service at AIC Management Co., Ltd.- A dimension-by-dimension analysis," OSF Preprints bf5ke, Center for Open Science.
    2. Agota Giedrė Raišienė & Simonas Juozapas Raišys, 2022. "Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective," Sustainability, MDPI, vol. 14(12), pages 1-16, June.

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