Achieving Postdisaster Reconstruction Success Based on Satisfactory Delivery of Client Values within Contractors’ Services

Abstract

The success of any construction project depends on the fulfillment of client values within contracting services. This study’s purpose was to investigate the satisfaction levels of clients within contractors’ services in reconstruction programs. Client satisfaction can determine the ability of a contractor to meet the client values. Opportunities can be found for improving reconstruction programs by providing awareness of how construction service providers perform in postdisaster situations. However, little time and attention have been invested in understanding the client values and satisfaction within contracting services in the rebuild environment after a disaster. The study included a literature review to identify the significance of understanding client values and satisfaction within contracting services for postdisaster reconstruction projects. Using a questionnaire survey with public and private clients, the research determined the levels of importance and performance of the client values. Satisfaction analysis, priority ranking, and importance-performance analysis were applied to identify and prioritize the critical values. The findings reveal the critical values as areas of concern for preplanning and rethinking to improve the services provided in the disaster rebuild environment.