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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 u...
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| Format: | Thesis |
| Language: | English |
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Department of Construction Economics and Management
2020
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| _version_ | 1867613281535918080 |
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| access_status_str | Open Access |
| author | Procter, Carol Jane |
| author2 | Rwelamila, P.D. |
| author_browse | Procter, Carol Jane Rwelamila, P.D. |
| author_facet | Rwelamila, P.D. Procter, Carol Jane |
| author_sort | Procter, Carol Jane |
| collection | Thesis |
| description | 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. |
| format | Thesis |
| id | oai:open.uct.ac.za:11427/31994 |
| institution | University of Cape Town (South Africa) |
| language | eng |
| last_indexed | 2026-06-10T12:33:37.862Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UCTD — University of Cape Town Open Access Repository |
| publishDate | 2020 |
| publishDateRange | 2020 |
| publishDateSort | 2020 |
| publisher | Department of Construction Economics and Management |
| publisherStr | Department of Construction Economics and Management |
| record_format | dspace |
| source_str | UCTD — University of Cape Town Open Access Repository |
| spelling | oai:open.uct.ac.za:11427/31994 Satisfaction and service quality in the quantity surveying profession Procter, Carol Jane Rwelamila, P.D. Quantity surveying Evaluation 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. 2020-05-26T12:54:29Z 2020-05-26T12:54:29Z 1997 2020-04-14T07:36:23Z Master Thesis Masters https://hdl.handle.net/11427/31994 eng application/pdf Department of Construction Economics and Management Faculty of Engineering and the Built Environment |
| spellingShingle | Quantity surveying Evaluation Procter, Carol Jane Satisfaction and service quality in the quantity surveying profession |
| thesis_degree_str | Master's |
| title | Satisfaction and service quality in the quantity surveying profession |
| title_full | Satisfaction and service quality in the quantity surveying profession |
| title_fullStr | Satisfaction and service quality in the quantity surveying profession |
| title_full_unstemmed | Satisfaction and service quality in the quantity surveying profession |
| title_short | Satisfaction and service quality in the quantity surveying profession |
| title_sort | satisfaction and service quality in the quantity surveying profession |
| topic | Quantity surveying Evaluation |
| url | https://hdl.handle.net/11427/31994 |
| work_keys_str_mv | AT proctercaroljane satisfactionandservicequalityinthequantitysurveyingprofession |