Development of a customer satisfaction evaluation model for construction project management
نویسندگان
چکیده
Construction project management (CPM) is a technical-oriented service for construction project clients. Evaluating the performance of service providers is beneficial both to purchasers, enabling them to appraise the services received, and to providers, helping them to improve their services. However, no appraisal system for such services exists. This study developed a novel customer satisfaction evaluation model for CPM services that was developed using a questionnaire-based survey and statistical analysis. Test results show that the developed model is a feasible system. Research using this model reveals that CPM services in Taiwan are satisfactory with acceptable performance for clients. The developed model is a good reference for evaluating and assessing CPM performance. r 2007 Elsevier Ltd. All rights reserved.
منابع مشابه
Developing a conceptual model based upon the Latin Hypercube Sampling for integrating OHS into project risk evaluation
Abstract Project management in construction industry, in many cases, is imperfect with respect to the integration of Occupational Health and Safety (OHS) risks. This imperfection exhibits itself as complications affecting the riskiness of industrial procedures and is illustrated usually by poor awareness of OHS within project teams. Difficulties on OHS regularly came about in the construction i...
متن کاملInfluence of Knowledge Management on the Customer Relationship Management with Meditative Role of Satisfaction and Customer Loyalty
In present study, effects of knowledge management on the customer relationship management is studied. Study technique is descriptive and survey. To test the study hypotheses firstly a questionnaire with 30 items was designed and applied to 80 managers survivor and directors of various parts of Hormozgan oil company. Then achieved information's were categorized in excel and their statistical pro...
متن کاملAn integrated simulation-DEA approach to multi-criteria ranking of scenarios for execution of operations in a construction project
The purpose of this study is to examine different scenarios for implementing operations in the pre-construction phase of a project, based on several competing criteria with different importance levels in order to achieve a more efficient execution plan. This paper presents a new framework that integrates discrete event simulation (DES) and data envelopment analysis (DEA) to rank different scena...
متن کاملUsing Linear Physical Programming in Optimizing Fuzzy Quality Function Deployment
Quality function deployment (QFD) is a customer-driven quality management and product development system for achieving higher customer satisfaction. It is necessary to determine relationships between customer requirements (CRs) and technical requirements (TRs), as well as correlation among the TRs themselves. Such data are usually ambiguous and fuzzy and people have different judgments about th...
متن کاملCustomer Relationship Management based on Increasing Customer Satisfaction
Customer satisfaction describes the interaction between corporate behavior and customer behavior, its theoretical research began in the 1990s, after 10 years of research, and the theory has been greatly developed. At the same time, because of the development of CRM theory, research about customer satisfaction has also obtained more and more attention. In this paper, we firstly emphasis the main...
متن کامل