Please use this identifier to cite or link to this item:
Title: The impact of service quality in construction projects on customer satisfaction and loyalty
Authors: Zahr, Adham
Advisors: Charif, Husni 
Keywords: Structural Equation Modeling, Servqual, Service Quality, Data Analysis, Construction Processes, Contractor, Customer Satisfaction, Customer Loyalty
Subjects: Construction projects--Management
SERVQUAL (Service quality framework)
Customer service--Quality control
Customer service--Management
Dissertations, Academic
University of Balamand--Dissertations
Issue Date: 2022
The purpose of this research is to create a model that shows the relationship between customer satisfaction and eight dimensions of service quality in construction projects comprising: tangibility, reliability, responsiveness, assurance, empathy, and behavioral intentions/loyalty. These parameters are measured using the SERVQUAL as a tool to measure the performance of the contractor. It consists of 38 elements each measuring a specific dimension.
Afterward, the SERVQUAL was designed as a questionnaire answered by a sample of 281 people consisting of on-site engineers, project owners, project owner representatives, and construction specialists. After a thorough analysis of our data by fitting a structural equation model representing the hypothesized relationships using SMART PLS software package, we found that the contracting company or contractor should pay closer attention to reliability, tangibility, and empathy to enhance customer satisfaction within the construction industry. Empirical results also demonstrate the impact of customer satisfaction on their loyalty.
Includes bibliographical references (p. 34-36)
Rights: This object is protected by copyright, and is made available here for research and educational purposes. Permission to reuse, publish, or reproduce the object beyond the personal and educational use exceptions must be obtained from the copyright holder
Ezproxy URL: Link to full text
Type: Thesis
Appears in Collections:UOB Theses and Projects

Show full item record

Record view(s)

checked on Jun 9, 2023

Google ScholarTM


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.