An investigation into consulting engineering service quality perceptions and expectations

 

Show simple item record

dc.contributor.advisor Lister, Gordon en_ZA
dc.contributor.author De Villiers, Gregory Ian en_ZA
dc.date.accessioned 2016-05-11T08:04:51Z
dc.date.available 2016-05-11T08:04:51Z
dc.date.issued 1998 en_ZA
dc.identifier.citation De Villiers, G. 1998. An investigation into consulting engineering service quality perceptions and expectations. University of Cape Town. en_ZA
dc.identifier.uri http://hdl.handle.net/11427/19570
dc.description.abstract This thesis focuses on the 'Quality of Service' provided by Consulting Civil/Structural engineers. The study assesses whether or not there are shortfalls in the quality of engineering services provided by consulting engineers. It identifies service dimensions that are problematic and also identifies 'real' variables which consulting engineers should manage in order to improve their services. A survey research method was used (pilot and main study) to collect information from management in the consulting industry; and from clients of the consulting engineering profession. The pilot study aimed to determine whether engineers were meeting client expectations; and to what extent formal quality control usage and management support of this, contributed to the delivery of quality services. Furthermore the study aimed to determine whether engineers ever assessed client satisfaction to gather information about providing more accurate services to clients; to determine any costs associated with poor services; and to determine any general service improvements suggested by engineers and clients. The main study aimed to measure the relative size of the gap that existed between the expected and perceived services from clients; as well as the gap across the boundary between clients' expected service and engineers' perceptions of clients' expectations. It was found that on the whole clients were dissatisfied with services received from engineers. This provision of 'poor services' was found to have bigger financial implications to engineers than it did to clients! Three areas of service, were identified which engineers should manage to improve their services i.e. the provision of the optimum solution to the client's exact need, doing this in the allotted time, and tailoring this service to within the client's budget. This was regarded as being superior service provision, and would give engineers the required competitive edge to remain profitable in the market. Includes Bibliography: p. 85. en_ZA
dc.language.iso eng en_ZA
dc.subject.other Mechanical Engineering en_ZA
dc.subject.other Engineering Management en_ZA
dc.title An investigation into consulting engineering service quality perceptions and expectations en_ZA
dc.type Thesis / Dissertation en_ZA
uct.type.publication Research en_ZA
uct.type.resource Thesis en_ZA
dc.publisher.institution University of Cape Town
dc.publisher.faculty Faculty of Engineering & the Built Environment en_ZA
dc.publisher.department Department of Mechanical Engineering en_ZA
dc.type.qualificationlevel Masters en_ZA
dc.type.qualificationname MSc (Eng) en_ZA
uct.type.filetype Text
uct.type.filetype Image


Files in this item

This item appears in the following Collection(s)

Show simple item record