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An investigation into consulting engineering service quality perceptions and expectations
This thesis focuses on the 'Quality of Service' provided by Consulting Civil/Structural engineers. The study assesses whether or not there are shortfalls in the quality of engineering services provided by consulting engineers. It identifies service dimensions that are problematic and also identifies...
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| Format: | Thesis |
| Language: | English |
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Department of Mechanical Engineering
2016
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| _version_ | 1867613214179590144 |
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| access_status_str | Open Access |
| author | De Villiers, Gregory Ian |
| author2 | Lister, Gordon |
| author_browse | De Villiers, Gregory Ian Lister, Gordon |
| author_facet | Lister, Gordon De Villiers, Gregory Ian |
| author_sort | De Villiers, Gregory Ian |
| collection | Thesis |
| description | This thesis focuses on the 'Quality of Service' provided by Consulting Civil/Structural engineers. The study assesses whether or not there are shortfalls in the quality of engineering services provided by consulting engineers. It identifies service dimensions that are problematic and also identifies 'real' variables which consulting engineers should manage in order to improve their services. A survey research method was used (pilot and main study) to collect information from management in the consulting industry; and from clients of the consulting engineering profession. The pilot study aimed to determine whether engineers were meeting client expectations; and to what extent formal quality control usage and management support of this, contributed to the delivery of quality services. Furthermore the study aimed to determine whether engineers ever assessed client satisfaction to gather information about providing more accurate services to clients; to determine any costs associated with poor services; and to determine any general service improvements suggested by engineers and clients. The main study aimed to measure the relative size of the gap that existed between the expected and perceived services from clients; as well as the gap across the boundary between clients' expected service and engineers' perceptions of clients' expectations. It was found that on the whole clients were dissatisfied with services received from engineers. This provision of 'poor services' was found to have bigger financial implications to engineers than it did to clients! Three areas of service, were identified which engineers should manage to improve their services i.e. the provision of the optimum solution to the client's exact need, doing this in the allotted time, and tailoring this service to within the client's budget. This was regarded as being superior service provision, and would give engineers the required competitive edge to remain profitable in the market. Includes Bibliography: p. 85. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/19570 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:32:34.479Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2016 |
| publishDateRange | 2016 |
| publishDateSort | 2016 |
| publisher | Department of Mechanical Engineering |
| publisherStr | Department of Mechanical Engineering |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/19570 An investigation into consulting engineering service quality perceptions and expectations De Villiers, Gregory Ian Lister, Gordon Mechanical Engineering Engineering Management This thesis focuses on the 'Quality of Service' provided by Consulting Civil/Structural engineers. The study assesses whether or not there are shortfalls in the quality of engineering services provided by consulting engineers. It identifies service dimensions that are problematic and also identifies 'real' variables which consulting engineers should manage in order to improve their services. A survey research method was used (pilot and main study) to collect information from management in the consulting industry; and from clients of the consulting engineering profession. The pilot study aimed to determine whether engineers were meeting client expectations; and to what extent formal quality control usage and management support of this, contributed to the delivery of quality services. Furthermore the study aimed to determine whether engineers ever assessed client satisfaction to gather information about providing more accurate services to clients; to determine any costs associated with poor services; and to determine any general service improvements suggested by engineers and clients. The main study aimed to measure the relative size of the gap that existed between the expected and perceived services from clients; as well as the gap across the boundary between clients' expected service and engineers' perceptions of clients' expectations. It was found that on the whole clients were dissatisfied with services received from engineers. This provision of 'poor services' was found to have bigger financial implications to engineers than it did to clients! Three areas of service, were identified which engineers should manage to improve their services i.e. the provision of the optimum solution to the client's exact need, doing this in the allotted time, and tailoring this service to within the client's budget. This was regarded as being superior service provision, and would give engineers the required competitive edge to remain profitable in the market. Includes Bibliography: p. 85. 2016-05-11T08:04:51Z 2016-05-11T08:04:51Z 1998 Master Thesis Masters MSc (Eng) http://hdl.handle.net/11427/19570 eng application/pdf Department of Mechanical Engineering Faculty of Engineering and the Built Environment University of Cape Town |
| spellingShingle | Mechanical Engineering Engineering Management De Villiers, Gregory Ian An investigation into consulting engineering service quality perceptions and expectations |
| thesis_degree_str | Master's |
| title | An investigation into consulting engineering service quality perceptions and expectations |
| title_full | An investigation into consulting engineering service quality perceptions and expectations |
| title_fullStr | An investigation into consulting engineering service quality perceptions and expectations |
| title_full_unstemmed | An investigation into consulting engineering service quality perceptions and expectations |
| title_short | An investigation into consulting engineering service quality perceptions and expectations |
| title_sort | investigation into consulting engineering service quality perceptions and expectations |
| topic | Mechanical Engineering Engineering Management |
| url | http://hdl.handle.net/11427/19570 |
| work_keys_str_mv | AT devilliersgregoryian aninvestigationintoconsultingengineeringservicequalityperceptionsandexpectations AT devilliersgregoryian investigationintoconsultingengineeringservicequalityperceptionsandexpectations |