Satisfaction and service quality in the quantity surveying profession

Procter, Carol Jane

Satisfaction and service quality in the quantity surveying profession

Master Thesis

1997

Abstract

This thesis investigates client satisfaction and service quality in the quantity surveyingprofession. Whilst many reasons abound for dissatisfaction with the construction industry,this thesis focuses on client satisfaction with the provision of quantity surveyors' services. To this end, a greater understanding of the psychological processes involved in making a satisfaction decision is required and is achieved by the presentation of the theory of consumer satisfaction. It was found that consumer satisfaction is the result of meeting or exceeding expectation with performance. Furthermore, performance is not measured in technical terms, but as a result of client perceptions. Perceptions are at the heart of this thesis. This study investigates the relationship between client perceptions and quantity surveyors' perceptions of the same.

Keywords

Quantity surveying

Evaluation

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