Assessing clients’ satisfaction with the service quality of construction consultants in Lagos, Nigeria

Abstract

The service quality of consultants plays an important role in enhancing the success of construction projects. The study aims to determine the gaps between the clients’ observed and expected service quality of construction consultants. The 20-service quality (SERVQUAL) criteria of consultants used in this study were compiled from studies on service quality in the construction industry. Quantitative (survey) research design was used for the study and the population consisted of public and private clients in the construction industry. The random sampling technique was used for the study. The data collected were analysed with descriptive statistics. The results indicate that the clients’ order of satisfaction with consultants’ services is: willingness to provide service; courtesy; knowledge and confidence in clients; etc. However, the services provided are in the order of: keeping clients informed of the progress of the projects; provision of skilled personnel to handle projects; etc. The study established that gaps exist between the expected and observed service quality of consultants in 8 out of the 20 areas that were investigated. T-test statistics revealed that there are significant differences in the observed and expected service quality of consultants by private and public clients. Hence, consultants’ services are yet to reach clients’ expectations.

Keywords:

• building projects
• client’s satisfaction
• consultant
• Lagos
• service quality

ORCID

Oluwaseun Sunday Dosumu http://orcid.org/0000-0002-9730-3598

Clinton Aigbavboa http://orcid.org/0000-0003-2866-3706