A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Design-and-build contractors' service quality in public projects in Singapore
AbstractIn the construction industry, total quality comprises corporate service quality, project service quality and quality of the constructed facility. This study investigates the project service quality of design-and-build (D&B) contractors when undertaking projects for public sector clients in Singapore. Service quality is operationalized into five determinants: reliability, responsiveness, assurance, empathy and tangible. From these, 34 attributes that may affect project service quality in D&B projects are identified. A questionnaire is used to ascertain clients' service quality expectations of these 34 attributes. The clients were also asked the extent to which D&B contractors achieve project service quality. It is found that D&B contractors did not meet clients' expectations in all the five dimensions of service quality. This means that D&B contractors are not giving clients the satisfaction that they hope for. This study offers D&B contractors feedback relating to clients' expectations of their service delivery and the areas of service that need to be improved in order to provide quality service that will satisfy public sector clients.
Design-and-build contractors' service quality in public projects in Singapore
AbstractIn the construction industry, total quality comprises corporate service quality, project service quality and quality of the constructed facility. This study investigates the project service quality of design-and-build (D&B) contractors when undertaking projects for public sector clients in Singapore. Service quality is operationalized into five determinants: reliability, responsiveness, assurance, empathy and tangible. From these, 34 attributes that may affect project service quality in D&B projects are identified. A questionnaire is used to ascertain clients' service quality expectations of these 34 attributes. The clients were also asked the extent to which D&B contractors achieve project service quality. It is found that D&B contractors did not meet clients' expectations in all the five dimensions of service quality. This means that D&B contractors are not giving clients the satisfaction that they hope for. This study offers D&B contractors feedback relating to clients' expectations of their service delivery and the areas of service that need to be improved in order to provide quality service that will satisfy public sector clients.
Design-and-build contractors' service quality in public projects in Singapore
Ling, Florence Yean Yng (author) / Chong, Canny Lee Kian (author)
Building and Environment ; 40 ; 815-823
2004-07-30
9 pages
Article (Journal)
Electronic Resource
English
Design-and-build contractors' service quality in public projects in Singapore
| British Library Online Contents | 2005
Design-and-build contractors' service quality in public projects in Singapore
Online Contents | 2005
Service quality performance of design/build contractors using quality function deployment
| British Library Online Contents | 2004