Improving clients’ satisfaction in construction projects: the case of Saudi Arabia

• Published in: Built environment project and asset management Vol. 10; no. 5; pp. 709 - 723
• Main Authors: Alshihre, Fawaz, Chinyio, Ezekiel, Nzekwe-Excel, Chinny, Daniel, Emmanuel I
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Group Publishing Limited 20.10.2020
• Subjects: Clients; Communication; Construction contracts; Construction industry; Contractors; Customer satisfaction; Data collection; Financial management; Leadership; Managers; Perceptions; Project engineering; Qualitative research; Research methods; Success; Saudi Arabia
• ISSN: 2044-124X; 2044-1258
• DOI: 10.1108/BEPAM-12-2019-0140

PurposeClients’ satisfaction is often associated with performance in the construction industry. Organisations that achieve very high ratings of clients’ satisfaction improve their positions in the marketplace. Many clients are often dissatisfied with their project outcomes. Hence, a research study was carried out to examine the ways project managers and/or contractors perceive the subject of clients’ satisfaction.Design/methodology/approachThe study applied qualitative research methods and followed the interpretivist paradigm and inductive research approach. A total of 30 interviews were conducted with construction project managers and evaluated by a thematic analysis.FindingsThe study identified five prominent factors which the project managers perceived to impact on clients’ satisfaction, which are as follows: effective financial management; use of skilled workers; use of advanced technology; customer relation and time management. Other contributors to clients’ satisfaction include effective team leadership, project monitoring, communication and adequate knowledge and skills.Research limitations/implicationsData collection was limited to Saudi Arabia, but the general methodology used and some of the findings may be applicable beyond this country.Practical implicationsThe findings provide a more informed basis of attaining greater clients’ satisfaction by contractors, especially within and possibly beyond Saudi Arabia. Also, contractors can directly enquire from clients about their satisfaction following project completion.Originality/valueA project manager's perspective and Saudi Arabian orientation of clients’ satisfaction are presented. Also, insight into the multifaceted nature of the factors influencing clients’ satisfaction is provided.