Satisfaction and service quality in the quantity surveying profession

This thesis investigates client satisfaction and service quality in the quantity surveyingprofession. Whilst many reasons abound for dissatisfaction with the construction industry,this thesis focuses on client satisfaction with the provision of quantity surveyors' services. To this end, a greater understanding of the psychological processes involved in making a satisfaction decision is required and is achieved by the presentation of the theory of consumer satisfaction. It was found that consumer satisfaction is the result of meeting or exceeding expectation with performance. Furthermore, performance is not measured in technical terms, but as a result of client perceptions. Perceptions are at the heart of this thesis. This study investigates the relationship between client perceptions and quantity surveyors' perceptions of the same.

Grantor

Department of Construction Economics and Management

Year dc:date.issued

1997

Author dc:creator

• Procter, Carol Jane

Advisor dc:contributor.advisor

• Rwelamila, P.D.

• Quantity surveying
• Evaluation

Handle dc:identifier.uri

https://hdl.handle.net/11427/31994

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/31994