Client satisfaction and quality management systems in contractor organizations

Ekambaram Palaneeswaran; S. Thomas Ng; Mohan Kumaraswamy

doi:10.1016/j.buildenv.2005.06.004

Client satisfaction and quality management systems in contractor organizations

Ekambaram Palaneeswaran^*, S. Thomas Ng, Mohan Kumaraswamy

^*Corresponding author for this work

Research output: Journal Publications and Reviews › RGC 21 - Publication in refereed journal › peer-review

29 Citations (Scopus)

Abstract

The construction industry is predominantly project based and quality is one of the client's prime concerns in their construction projects. Many clients, especially those in the Hong Kong public sector, require their contractors to have a Quality Management System (QMS) certified under ISO9000. Also, several contractors as well as clients themselves voluntarily implemented an ISO9000-based QMS in their respective organizations in order to target the various benefits perceived from such initiative. It was considered timely and worthwhile to explore the effectiveness of ISO9000-based QMSs in the Hong Kong. This paper portrays the key findings from a focused study that relate to the client satisfaction aspects from implementation of the ISO9000-based QMSs in the contractor organizations. © 2005 Elsevier Ltd. All rights reserved.

Original language	English
Pages (from-to)	1557-1570
Journal	Building and Environment
Volume	41
Issue number	11
DOIs	https://doi.org/10.1016/j.buildenv.2005.06.004
Publication status	Published - Nov 2006
Externally published	Yes

Bibliographical note

Publication details (e.g. title, author(s), publication statuses and dates) are captured on an “AS IS” and “AS AVAILABLE” basis at the time of record harvesting from the data source. Suggestions for further amendments or supplementary information can be sent to [email protected].

Research Keywords

Client satisfaction
Construction
ISO9000
Performance
Quality

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abstract = "The construction industry is predominantly project based and quality is one of the client's prime concerns in their construction projects. Many clients, especially those in the Hong Kong public sector, require their contractors to have a Quality Management System (QMS) certified under ISO9000. Also, several contractors as well as clients themselves voluntarily implemented an ISO9000-based QMS in their respective organizations in order to target the various benefits perceived from such initiative. It was considered timely and worthwhile to explore the effectiveness of ISO9000-based QMSs in the Hong Kong. This paper portrays the key findings from a focused study that relate to the client satisfaction aspects from implementation of the ISO9000-based QMSs in the contractor organizations. {\textcopyright} 2005 Elsevier Ltd. All rights reserved.",

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AU - Ng, S. Thomas

AU - Kumaraswamy, Mohan

N1 - Publication details (e.g. title, author(s), publication statuses and dates) are captured on an “AS IS” and “AS AVAILABLE” basis at the time of record harvesting from the data source. Suggestions for further amendments or supplementary information can be sent to [email protected].

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AB - The construction industry is predominantly project based and quality is one of the client's prime concerns in their construction projects. Many clients, especially those in the Hong Kong public sector, require their contractors to have a Quality Management System (QMS) certified under ISO9000. Also, several contractors as well as clients themselves voluntarily implemented an ISO9000-based QMS in their respective organizations in order to target the various benefits perceived from such initiative. It was considered timely and worthwhile to explore the effectiveness of ISO9000-based QMSs in the Hong Kong. This paper portrays the key findings from a focused study that relate to the client satisfaction aspects from implementation of the ISO9000-based QMSs in the contractor organizations. © 2005 Elsevier Ltd. All rights reserved.

KW - Client satisfaction

KW - Construction

KW - ISO9000

KW - Performance

KW - Quality

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SP - 1557

EP - 1570

JO - Building and Environment

JF - Building and Environment

IS - 11

ER -

Client satisfaction and quality management systems in contractor organizations

Abstract

Bibliographical note

Research Keywords

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