IDEAS home Printed from https://ideas.repec.org/p/osf/osfxxx/bf5ke.html
   My bibliography  Save this paper

Measuring service quality in construction project management service at AIC Management Co., Ltd.- A dimension-by-dimension analysis

Author

Listed:
  • Giao, Ha Nam Khanh

Abstract

In construction industry today, the consultancy companies need to improve service quality- an important part of consultancy service - in order to enhance customers’ loyalty, boosting 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 professional services such as construction project management service? If yes, how to do so? The research aims to conduct an assessment on service quality at AIC Management Co., Ltd based on SERVQUAL, a form of dimension-by-dimension analysis. The outcome would provide management with a big picture of current service quality. Consequently, recommendations will be provided according to the findings.

Suggested Citation

  • 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.
    • Handle: RePEc:osf:osfxxx:bf5ke
    DOI: 10.31219/osf.io/bf5ke
    as

    Download full text from publisher

    File URL: https://osf.io/download/5e3be63af1369e00e48ab896/
    Download Restriction: no
    File URL: https://libkey.io/10.31219/osf.io/bf5ke?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
    2. Michael Hoxley, 2000. "Are competitive fee tendering and construction professional service quality mutually exclusive?," Construction Management and Economics, Taylor & Francis Journals, vol. 18(5), pages 599-605.
    3. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Giao, Ha Nam Khanh, 2010. "Developing dimensions to measure the quality of construction project management service," OSF Preprints qp4zx, Center for Open Science.
    2. Jetlaksana Seneewong Na Ayutthaya & Sudarat Tuntivivat & Ujsara Prasertsin & Victoriia Alekhina, 2016. "The effect of positive psychological capital and Organizational climate on service quality: The mediation role of work engagement of hotel service employees in Ratchaburi province," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 2(4), pages 167-176.
    3. Boon-itt, Sakun & Wong, Chee Yew & Wong, Christina W.Y., 2017. "Service supply chain management process capabilities: Measurement development," International Journal of Production Economics, Elsevier, vol. 193(C), pages 1-11.
    4. Abdissa Gemechu Gobena, 2019. "The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia," Annals of Social Sciences & Management studies, Juniper Publishers Inc., vol. 4(1), pages 14-25, August.
    5. Qaisar Ali, 2018. "Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(2), pages 138-138, January.
    6. M. Kailash, 2011. "An Evaluation of Customer Perception on Service Quality in Retail Banking," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(4), pages 105-117, May.
    7. Iveta Katelo & Irena Kokina & Vitālijs Raščevskis, 2022. "Quality assessment of public services in Latvia," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(4), pages 359-379, June.
    8. Gilles Lanteigne & Chantal Bouchard, 2016. "Is the introduction of an accreditation program likely to generate organization-wide quality, change and learning?," International Journal of Health Planning and Management, Wiley Blackwell, vol. 31(3), pages 175-191, July.
    9. Aihie Osarenkhoe & Mabel Birungi Komunda & Jotham Mbiito Byarugaba, 2017. "Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 197-208.
    10. VENCATAYA Lomendra & PUDARUTH Sharmila & JUWAHEER Roubina TD & DIRPAL Ganess & SUMODHEE Nabeelah Meh Zabeen, 2019. "Assessing The Impact Of Service Quality Dimensions On Customer Satisfaction In Commercial Banks Of Mauritius," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 14(1), pages 259-270, April.
    11. 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.
    12. Schniederjans, Marc J. & Karuppan, Corinne M., 1995. "Designing a quality control system in a service organization: A goal programming case study," European Journal of Operational Research, Elsevier, vol. 81(2), pages 249-258, March.
    13. Salunke, Sandeep & Weerawardena, Jay & McColl-Kennedy, Janet R., 2013. "Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms," Journal of Business Research, Elsevier, vol. 66(8), pages 1085-1097.
    14. Mushtaq Ahmad Bhat, 2012. "Tourism Service Quality: A Dimension-specific Assessment of SERVQUAL," Global Business Review, International Management Institute, vol. 13(2), pages 327-337, June.
    15. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.
    16. Derek Drew & Po Yin Lai & Heng Li & H. P. Lo, 2002. "Correcting the fee-technical score variability imbalance in two-envelope fee tendering," Construction Management and Economics, Taylor & Francis Journals, vol. 20(2), pages 157-166.
    17. György Losonczi, 2012. "Competitive Website Evaluation in Higher Education," Proceedings of FIKUSZ '12, in: Pál Michelberger (ed.),Proceedings of FIKUSZ '12, pages 147-160, Óbuda University, Keleti Faculty of Business and Management.
    18. R. K Uppal, 2011. "Excellency in banking services - A new road map for banks in the emerging new competition," Journal of Economics and Behavioral Studies, AMH International, vol. 1(1), pages 32-40.
    19. Toivonen, Ritva Marketta, 2012. "Product quality and value from consumer perspective—An application to wooden products," Journal of Forest Economics, Elsevier, vol. 18(2), pages 157-173.
    20. Park, Jungi & Lee, Jungwoo & Lee, Hyejung & Truex, Duane, 2012. "Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services," International Journal of Information Management, Elsevier, vol. 32(5), pages 459-468.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:osf:osfxxx:bf5ke. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: OSF (email available below). General contact details of provider: https://osf.io/preprints/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.