Relationships between Critical Factors Related to Team Behaviors and Client Satisfaction in Construction Project Organizations

Abstract

Factors related to team behaviors (TBs) have been recognized as critical success factors (CSFs) of a project. Numerous studies on the topic of CSFs have been conducted, but the results have rarely emphasized developing a TB framework for construction project organizations and examining its relationship with client satisfaction, a key criterion for measuring project success; these less-researched topics are the aims of this study. TB attributes were first developed using questionnaires that collected data on 195 completed construction projects in Vietnam. By performing a principal component analysis, these attributes were organized into a four-factor TB framework: (1) project planning and organizing emphasis (P&OE); (2) coordination emphasis (CE); (3) contractor assurance emphasis (CAE); and (4) empowerment assignment emphasis (EAE). The findings reveal that P&OE, CE, and CAE have significant effects on client satisfaction with project quality (SPQ), whereas CAE and EAE contribute to improved client satisfaction with project schedule (SPS) and project budget (SPB). In addition, CAE is shown to be a relatively significant influencing factor for all criteria within client satisfaction. The study findings suggest a useful tool both for supporting the project management process of construction professionals and for improving client satisfaction.