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.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uct/oai:localhost:11427/31994 |
| Date | 14 April 2020 |
| Creators | Procter, Carol Jane |
| Contributors | Rwelamila, P.D. |
| Publisher | Faculty of Engineering and the Built Environment, Department of Construction Economics and Management |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Master Thesis, Masters |
| Format | application/pdf |
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