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Developing dimensions to measure the quality of construction project management service

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  • 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 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, 2010. "Developing dimensions to measure the quality of construction project management service," OSF Preprints qp4zx, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:qp4zx
    DOI: 10.31219/osf.io/qp4zx
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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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