Pursuing alignment of clients' and contractors' perceptions of client satisfaction in Saudi Arabian projects

Alshihre, Fawaz and Chinyio, Ezekiel and Nzekwe-Excel, Chinny and Daniel, Emmanuel I. (2022) Pursuing alignment of clients' and contractors' perceptions of client satisfaction in Saudi Arabian projects. Built Environment Project and Asset Management, 13 (3). pp. 341-358. ISSN 2044-124X

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The study explored the disparity between construction clients and contractors on what constitutes “client satisfaction”. Such disparity is important because it can lead to different conclusions and thus disagreement on the assessment of project success.

The philosophical stance was interpretivism, thus the qualitative methodology was adopted. Employing purposive sampling, 30 interviews with clients and another 30 interviews with contractors were conducted in Saudi Arabia. The data obtained were evaluated by thematic analysis.

The results indicate differences in the consensus ad idem (meeting of the minds) between clients and contractors in terms of both their perceptions and prioritisation of the attributes that underpin client satisfaction. For example, some contractors thought that using advanced technologies was very important for client satisfaction, whereas some clients preferred the contractors to be honest with them.

Research limitations/implications
The data collection was limited to Saudi Arabia and only the views of clients and contractors were studied, thereby limiting the generalisability of the findings.

Practical implications
The identification of the differing priorities of clients and contractors on client satisfaction provides an informed basis to make more concerted efforts to satisfy clients and minimise disputes on projects in Saudi Arabia.

The study contrasted the views of clients and contractors simultaneously on the subject matter of client satisfaction in relation to project success, and analysed this through the lens of consensus ad idem. The key influences on clients' satisfaction in Saudi Arabia are also presented.

Item Type: Article
Identification Number: https://doi.org/10.1108/BEPAM-05-2022-0065
1 December 2022Accepted
16 December 2022Published Online
Uncontrolled Keywords: client satisfaction, consensus ad-idem, contracting perceptions, project success
Subjects: CAH17 - business and management > CAH17-01 - business and management > CAH17-01-01 - business and management (non-specific)
Divisions: Faculty of Business, Law and Social Sciences > College of Accountancy, Finance and Economics
Faculty of Business, Law and Social Sciences > College of Business, Digital Transformation & Entrepreneurship
Depositing User: Gemma Tonks
Date Deposited: 21 Nov 2023 12:38
Last Modified: 20 Jun 2024 12:05
URI: https://www.open-access.bcu.ac.uk/id/eprint/14994

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