Modelling the Satisfaction of Contractors: The Impact of Client Performance

An assessment of the performance of UK clients on 55 ‘case projects’ as considered by contractors is presented and used to develop models of contractors' satisfaction. Principal component analysis (PCA) reveals five dimensions to contractor satisfaction, classified in this research as (i) support provided to contractors, (ii) clients' attitude, (iii) clients' understanding of their own needs, (iv) quality of clients' brief, and (v) financial aspects of performance. Knowledge of these models should enable clients to perform better, which is conducive towards satisfactory participant performance and overall project performance. The models identify three key aspects of client performance that are found to significantly influence contractors' satisfaction levels, namely, (i) the capability of the client's representative, (ii) the client's past performance and project management experience and (iii) the financial soundness and reputation of the client. Additionally, the nature of the project and certain characteristics of contractors also influence satisfaction levels. The models demonstrated accurate predictive power and were found to be valid and robust. Clients could use the models to help improve their performance, leading to more successful project implementation. This will also promote the development of harmonious working relationships within the construction project coalition (PC). (Emerald Group Publishing Limited

E-SHOPPING VERSUS CITY CENTRE SHOPPING: THE ROLE OF PERCEIVED CITY CENTRE ATTRACTIVENESS

The growing number of Internet users and the increasing volume of online sales gives rise to speculation about how e-shopping will affect shopping centres as we know them. Since shopping centres differ in terms of their appeal to consumers, we expect the impact of e-shopping on in-store shopping to decrease with increasing attractiveness of the latter. To test this proposition, we examined how perceived attractiveness of city centres influences the relation between city centre shopping and e-shopping for 3,200 Internet users in the Netherlands. Results showed that more than 20 per cent of the online buyers made fewer trips to the city centre and also made fewer purchases at city centre stores, due to e-shopping. However, the higher the perceived attractiveness of the city centre, both in terms of range and convenience of shopping and accessibility, the less Internet users are inclined to shop online and to replace city centre shopping with e-shopping. Copyright (c) 2007 by the Royal Dutch Geographical Society KNAG.