Causes of client dissatisfaction in the South African building industry and ways of improvement : the contractor's perspectives

摘要

ABSTRACTudThis research report sets out the results of investigations into the causes of clientuddissatisfaction in the South African building industry and ways of improvement, fromudthe contractors’ perspectives. The study is limited to the views of contractors who areudregistered with the Gauteng Master Builders Association (GMBA). The descriptiveudsurvey method was adopted in the study, which involved two stages of data gathering.udAt the first stage, semi-structured pilot interviews were conducted with a convenienceudsample of 18 directors and senior executives of construction companies within theudtarget group. The data obtained from the exploratory surveys were subjected to crosstabulationudmatrix analysis. Results showed that the most recurring factors underlyingudclient dissatisfaction were late completion (medium sized contractor category),udunrealistic construction programs imposed by clients (large sized contractor category)udand poor quality of workmanship (combined/pooled category) at the end of theuddevelopment phase; slow reaction time on part of contractor to attend to defectsud(medium sized, large sized and combined/pooled contractor categories) at theudoperation phase. Making use of a competent and reputable contractor was the mostudrecurring strategy for improving client satisfaction. Correlation analysis was carriedudout to determine the extent of divergence or consensus in views of the two groups /udcategories of contractors targeted in the questionnaire survey. The results indicateudsignificant correlation in the views of the contractor groups on the underlying causesudof client dissatisfaction at the end of the development phase and at the operationudphase. Significant correlation was also established in the views of the contractorudgroups on strategies for improving client satisfaction. Recommendations were madeudon ways of improving client satisfaction levels in the South African building industryudbased on the results obtained in the study. Areas requiring furtherudresearch/investigation/exploration were also identified.