Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.buildenv.2004.07.017
Title: Design-and-build contractors' service quality in public projects in Singapore
Authors: Ling, F.Y.Y. 
Chong, C.L.K.
Keywords: Design and build
Expectation
Perception
Reliability
Service quality
Issue Date: 2005
Source: Ling, F.Y.Y., Chong, C.L.K. (2005). Design-and-build contractors' service quality in public projects in Singapore. Building and Environment 40 (6) : 815-823. ScholarBank@NUS Repository. https://doi.org/10.1016/j.buildenv.2004.07.017
Abstract: In the construction industry, total quality comprises corporate service quality, project service quality and quality of the constructed facility. This study investigates the project service quality of design-and-build (D&B) contractors when undertaking projects for public sector clients in Singapore. Service quality is operationalized into five determinants: reliability, responsiveness, assurance, empathy and tangible. From these, 34 attributes that may affect project service quality in D&B projects are identified. A questionnaire is used to ascertain clients' service quality expectations of these 34 attributes. The clients were also asked the extent to which D&B contractors achieve project service quality. It is found that D&B contractors did not meet clients' expectations in all the five dimensions of service quality. This means that D&B contractors are not giving clients the satisfaction that they hope for. This study offers D&B contractors feedback relating to clients' expectations of their service delivery and the areas of service that need to be improved in order to provide quality service that will satisfy public sector clients. © 2004 Elsevier Ltd. All rights reserved.
Source Title: Building and Environment
URI: http://scholarbank.nus.edu.sg/handle/10635/45625
ISSN: 03601323
DOI: 10.1016/j.buildenv.2004.07.017
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