Client satisfaction and quality management systems in contractor organizations

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review

26 Scopus Citations
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Author(s)

  • Ekambaram Palaneeswaran
  • Thomas Ng
  • Mohan Kumaraswamy

Detail(s)

Original languageEnglish
Pages (from-to)1557-1570
Journal / PublicationBuilding and Environment
Volume41
Issue number11
Publication statusPublished - Nov 2006
Externally publishedYes

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.

Research Area(s)

  • Client satisfaction, Construction, ISO9000, Performance, Quality

Bibliographic 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 lbscholars@cityu.edu.hk.

Citation Format(s)

Client satisfaction and quality management systems in contractor organizations. / Palaneeswaran, Ekambaram; Ng, Thomas; Kumaraswamy, Mohan.

In: Building and Environment, Vol. 41, No. 11, 11.2006, p. 1557-1570.

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review