Analysis of Client-Satisfaction Factors in Construction Industry

Abstract

What factors do clients perceive as being most important when dealing with contractor organizations? How does the perception of clients in various industries differ from each other? To answer these questions, and develop a client-satisfaction model, a survey of 101 client companies was conducted. Data analysis by a one-way analysis of variance was carried out to locate the important independent variables of the client-satisfaction model. Finally, to check if there was any interaction between the client groups (transportation, food, chemical and paper, utility, and other miscellaneous industries) and the model factors (time, cost, quality, client orientation, communication skills, and response to complaints), a two-way analysis of variance was performed. Through the analysis of data generated by the survey, it is concluded that all the factors identified in the client-satisfaction model do not possess the same significance when it comes to satisfying clients. However, clients from different industrial sectors do not display significant differences in their perception of factors leading to satisfaction. In addition, no interaction was detected between the model factors and client groups.