Development of a customer satisfaction evaluation model for construction project management

Jyh Bin Yang, Sheng Chi Peng

Research output: Contribution to journalArticlepeer-review

75 Scopus citations

Abstract

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.

Original languageEnglish
Pages (from-to)458-468
Number of pages11
JournalBuilding and Environment
Volume43
Issue number4
DOIs
StatePublished - Apr 2008

Keywords

  • Construction management
  • Performance evaluation
  • Professional services
  • Project management
  • Surveys

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