An investigation into consulting engineering service quality perceptions and expectations

dc.contributor.advisorLister, Gordonen_ZA
dc.contributor.authorDe Villiers, Gregory Ianen_ZA
dc.date.accessioned2016-05-11T08:04:51Z
dc.date.available2016-05-11T08:04:51Z
dc.date.issued1998en_ZA
dc.description.abstractThis 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.identifier.apacitationDe Villiers, G. I. (1998). <i>An investigation into consulting engineering service quality perceptions and expectations</i>. (Thesis). University of Cape Town ,Faculty of Engineering & the Built Environment ,Department of Mechanical Engineering. Retrieved from http://hdl.handle.net/11427/19570en_ZA
dc.identifier.chicagocitationDe Villiers, Gregory Ian. <i>"An investigation into consulting engineering service quality perceptions and expectations."</i> Thesis., University of Cape Town ,Faculty of Engineering & the Built Environment ,Department of Mechanical Engineering, 1998. http://hdl.handle.net/11427/19570en_ZA
dc.identifier.citationDe Villiers, G. 1998. An investigation into consulting engineering service quality perceptions and expectations. University of Cape Town.en_ZA
dc.identifier.ris TY - Thesis / Dissertation AU - De Villiers, Gregory Ian AB - 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. DA - 1998 DB - OpenUCT DP - University of Cape Town LK - https://open.uct.ac.za PB - University of Cape Town PY - 1998 T1 - An investigation into consulting engineering service quality perceptions and expectations TI - An investigation into consulting engineering service quality perceptions and expectations UR - http://hdl.handle.net/11427/19570 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/19570
dc.identifier.vancouvercitationDe Villiers GI. An investigation into consulting engineering service quality perceptions and expectations. [Thesis]. University of Cape Town ,Faculty of Engineering & the Built Environment ,Department of Mechanical Engineering, 1998 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/19570en_ZA
dc.language.isoengen_ZA
dc.publisher.departmentDepartment of Mechanical Engineeringen_ZA
dc.publisher.facultyFaculty of Engineering and the Built Environment
dc.publisher.institutionUniversity of Cape Town
dc.subject.otherMechanical Engineeringen_ZA
dc.subject.otherEngineering Managementen_ZA
dc.titleAn investigation into consulting engineering service quality perceptions and expectationsen_ZA
dc.typeMaster Thesis
dc.type.qualificationlevelMasters
dc.type.qualificationnameMSc (Eng)en_ZA
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceThesisen_ZA
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