Design-and-build contractors' service quality in public projects in Singapore

Florence Yean Yng Ling; Canny Lee Kian Chong

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Design-and-build contractors' service quality in public projects in Singapore

机译：设计和建造承包商在新加坡公共项目中的服务质量

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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.

机译：在建筑行业中，总体质量包括公司服务质量，项目服务质量和已建设施的质量。本研究调查在新加坡为公共部门客户进行项目时设计与建造（D＆B）承包商的项目服务质量。服务质量可分为五个决定因素：可靠性，响应能力，保证，同理心和有形。从中，确定了可能影响D＆B项目中项目服务质量的34个属性。问卷用于确定客户对这34个属性的服务质量期望。还向客户询问了D＆B承包商在多大程度上达到了项目服务质量。发现D＆B承包商在服务质量的所有五个方面均未达到客户的期望。这意味着D＆B承包商没有给客户他们所希望的满意。这项研究为D＆B承包商提供了有关客户对他们的服务交付期望以及需要改进的服务领域的反馈，以提供能够满足公共部门客户需求的优质服务。

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来源
《Building and Environment》 |2005年第6期|p.815-823|共9页
作者
Florence Yean Yng Ling; Canny Lee Kian Chong;
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作者单位

Department of Building, National University of Singapore, 4 Architecture Drive, Singapore 117566, Singapore;

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原文格式 PDF
正文语种 eng
中图分类建筑科学;
关键词
design and build; service quality; expectation; perception; reliability;

机译：设计与建造;服务质量;期望;感知;可靠性;

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Design-and-build contractors' service quality in public projects in Singapore

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