THE CONSTRUCTION CLIENT SATISFACTION MODEL: A PLS-SEM APPROACH

 The satisfaction of the client is of utmost importance in procuring future projects; however, anecdotally cli­ent satisfaction (CS) is not adequately considered in many developing countries. Factors associated with the influence of service quality (SQ) on construction client satisfaction and how it affects their behavioural intentions in Cambodia are investigated. A theoretical structural model was developed to investigate the influence of five SQ factors on CS and their links to the future behavioural intentions of the client. A partial least square approach of the structural equation modelling technique (PLS-SEM) was employed to analyse data collected from a questionnaire survey of 227 participants comprising the clients of small and medium size projects. The structural model adapts 22 attributes across five SQ factors, namely: reli­ability; responsiveness; assurance; empathy, and tangible factors. PLS-SEM outcomes confirmed that the future behavioural intentions of the client are influenced by their satisfaction over the service excellence provided by construction companies. Moreover, treating every client individually and demonstrating an approachable attitude towards their needs will increase their satisfaction with the experience they had with a contractor. Findings and recommendations of the study may be use­ful to construction companies who are seeking ways to improve CS in developing countries.

 

Research Team

Serdar DURDYEV1*, Ali IHTIYAR2, Audrius BANAITIS3, Derek THURNELL1

1Department of Engineering and Architectural Studies, Ara Institute of Canterbury, Christchurch, New Zealand

2Department of Business Administration, Zaman University, Phnom Penh, Cambodia

3Department of Construction Management and Real Estate, Vilnius Gediminas Technical University, 10223 Vilnius, Lithuania

Link: http://journals.vgtu.lt/index.php/JCEM/article/view/297