Modelling client satisfaction levels: a comparison of multiple regression and artificial neural network techniques

The performance of contractors is known to be a key determinant of client satisfaction. Here, clients' satisfaction is defined in several dimensions identified using factor analysis techniques. Based on clients’ assessment of contractor performance, a number of satisfaction models are presented, developed using multiple regression (MR) and artificial neural network (ANN) techniques. The MR models identified that various attributes of the contractor, project and client were found to significantly influence satisfaction levels. Results of the ANN modelling were similar, however the importance of independent variables was found to be different. The models demonstrate accurate and reliable predictive power as confirmed by validation tests. While the MR models tend to be more accurate for specific dimensions of client satisfaction, the ANN models were found to be superior for models of average satisfaction and overall satisfaction. The MR models suggest that contractors have more effect on client satisfaction than the ANN models. Contractors could use the models to help improve their performance leading to more satisfied clients. This will also promote the development of harmonious working relationships within the construction project coalition

Modelling client satisfaction levels: the impact of contractor performance

The performance of contractors is known to be a key determinant of client satisfaction. Here, using factor analysis, clients’ satisfaction is defined in several dimensions. Based on clients’ assessment of contractor performance, a number of satisfaction models are presented, developed using the multiple regression (MR) technique. The models identified a range of variables encompassing contractor performance, project performance and respondent (i.e. client) attributes as useful predictors of satisfaction levels. Contractor performance attributes were found to be of utmost importance indicating that client satisfaction levels are mainly dependent on the performance of the contractor. Furthermore, findings suggest that subjectivity is to some extent prevalent in clients’ performance assessment. The models demonstrate accurate and reliable predictive power as confirmed by validation tests. Contractors could use the models to help improve their performance leading to more satisfied clients. This will also promote the development of harmonious working relationships within the construction project coalition

Intelligent models for predicting levels of client satisfaction

Presents the development of artificial neural network models for predicting client satisfaction levels arising from the performance of contractors, based on data from a UK wide questionnaire survey of clients. Important independent variables identified by the models indicate that long-term relationships may encourage higher satisfaction levels. Moreover, the performance of contractors was found to only partly contribute to determining levels of client satisfaction. Attributes of the assessor (i.e. client) were also found to be of importance, confirming that subjectivity is to some extent prevalent in performance assessment. The models demonstrate accurate and consistent predictive performance for ‘unseen’ independent data. It is recommended that the models be used as a platform to develop an expert system aimed at advising project coalition (PC) participants on how to improve performance and enhance satisfaction levels. The use of this tool will ultimately help to create a performance-enhancing environment, leading to harmonious working relationships between PC participants

Impact of flood characteristics on damage caused to UK domestic properties: the perceptions of building surveyors

Flood damage to domestic properties can be considered as a function of two key factors, that is the flood characteristics (e.g. velocity of flow, time duration, and nature of any suspended contaminants) and characteristics of the property (e.g. physical location, materials of construction, and ability to withstand floodwater forces). A thorough literature review identified that little or no consideration is given to the characteristics of the flood when assessing flood-damaged domestic properties. This indicates that the damage caused by floods is considered by many to be a simple problem to resolve, whereas in reality, it is a complex phenomenon, highlighting the need of research in this area. This paper presents the perceptions of 289 building surveyors regarding flood characteristics as part of a two-year research project to benchmark the assessment of flood-damaged domestic properties in the UK. Surveyors perceived the sewage, fasciae and contaminant content, and depth of the floodwater to be the most important factors to be considered in flood damage assessment. This was followed by the time duration and source of the floodwater. The velocity of the floodwater was considered the least important factor. Findings also revealed that methods to determine these factors were primarily a function of individual subjective perceptions and often based on visual inspection of the floodwater alone. Definitive guidance is therefore needed in order to minimise variations in subsequent repair and reinstatement works

Methods of drying flooded domestic properties: the perceptions of UK building surveyors

The prediction of more frequent flooding events in the UK necessitates the development of reinstatement standards for flood-damaged domestic properties. This is because current reinstatement methods exhibit significant variance which ultimately influence cost and time needed for repair works as well as their overall performance. Prior to the commencement of repair works, it is important that appropriate drying methods be used so that subsequent repair works are not damaged by latent defects such as fungal attack. This paper presents the perceptions of 289 building surveyors regarding methods used to dry flooded domestic properties. Findings suggest that surveyors consider various methods to assist drying rather than focusing on a single dominant method. Furthermore, the drying method is not a scientific process but rather one based on experience and subjectivity. These facts highlight the lack of definitive guidance on drying out flooded buildings. Further research is recommended towards developing standardised drying out procedures and techniques

A conceptual model of performance and satisfaction for main participants of construction project coalition

The UK construction industry has long been criticized for engendering adversarial relationships among project participants. The nature of interrelationships ultimately determines overall project performance, in terms of finished product, and levels of performance and satisfaction for the participants. To investigate these interrelationships, the performance and satisfaction of each individual participant must be considered. Better understanding of the interrelationships should help reduce adversarialism and improve the performance and satisfaction of each participant. The possible interrelationships that may exist are discussed based on ‘soft knowledge’ approaches, i.e. psychology, organizational behaviour and sociology. The paper presents a conceptual model of performance and satisfaction for main participants of the project coalition. The ultimate aim of the research is described, that is development of a predictive model for optimizing the interrelationships. The model will determine participant performance levels that would acquire high levels of satisfaction for each participant. This prediction is based on participant performance attributes (i.e. characteristics of that organization, such as past experience, turnover, references, etc.) and interrelationships. This should provide a basis for participant self-evaluation and problem anticipation, ultimately leading to enhancement of overall project performance

HyCon - a virtual reality design support tool for hybrid concrete structural frames

Hybrid concrete can provide high quality, cost effective structural frames in a variety of situations when compared to other, more conventional, solutions such as in-situ concrete and steel frames. The key players in the design and construction supply chain process for hybrid concrete are lead frame contractors and design engineers. The use of hybrid concrete, however, is sometimes not considered by contractors and designers during the initial stages of design. This is often because of a lack of reliable and accessible hybrid concrete cost and production time information. Without this information, contractors and designers may disregard hybrid concrete as a design alternative, potentially omitting the most appropriate solution before it has even been considered. This paper reports on a collaborative research project in the United Kingdom which has developed HyCon - a prototype design support tool which allows contractors and designers at the conceptual design stage to carry out "what if?" analysis in a virtual reality environment to consider various hybrid concrete alternatives against a range of 'hard' and 'soft' performance criteria. The 'hard' criteria allow contractors and designers to assess initial and whole life cycle cost and production duration implications. The 'soft' criteria encourage the whole project team to assess and prioritise the importance and performance of design alternatives against criteria such as physical form and space

A tool for assessing contractor performance

Based on data collected from in-depth interviews with twelve experienced clients and nineteen experienced architects, a generic tool for the formal assessment of contractor performance is presented. Because of the unique characteristics and interdependence of the construction project coalition (i.e. architect, client and contractor), it was found that this approach to performance assessment should lead to improved relationships among the coalition. Findings revealed that cost, time and quality remain the most important performance criteria. However, other ‘softer’ measures of contractor performance were also found to be of important. These ‘softer’ measures were found to influence the nature and quality of relationships. It is recommended that the tool be used to promote more effective contractor performance and enhance relationships enabling continuous improvement. The ultimate aim is to develop similar tools for the assessment of all coalition participants based on a culture of openness and trust

Achieving quality construction projects based on harmonious working relationships: clients' and architects' perceptions of contractor performance

The results of an investigative study aimed at assessing the performance of construction contractors, as perceived by clients and architects in the UK, are presented. The assessment uses predetermined generic performance criteria and involves two measurements, namely perceived importance (I) and perceived performance (P). Importance-performance analyses are then carried out using three measures, namely average satisfaction (D), percentage response (R) and priority rank (PR). Results indicate a need for contractors to improve in most aspects of performance. Generally, architects are found to be less satisfied than clients in regard to overall contractor performance. Furthermore, the perceptions of clients and architects regarding D and PR are broadly similar. It is implied that a well-planned and designed performance improvement strategy on behalf of contractors will address the needs of both clients and architects. Findings will be of interest to contractors embarking on projects with clients and architects. © MCB UP Ltd