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Service quality factors in the construction sector: A literature review

Abstract:

This paper consists of an exploratory literature review whose main research objectives were the identification of the service quality factors that are considered more important in the construction sector, the service quality models that are used to measure quality, and how are they related to success factors. The research methodology is documental and based on a review of articles obtained from six major scientific databases. The description of the main results follows. In all cases, the traditional models of service quality were used as guidelines to explain and adapt to specific contexts. The typical parameters used in these models are reliability, responsiveness, communication, credibility, assurance, empathy with the client and construction quality. In some cases, additional dimensions were added. Success factors seem to be intrinsically related to project management, communication skills, professional skills, quality of the final product, design, aesthetic and innovation, where the three latter ones represent parameters that have gained recently preponderance. A holistic, flexible and adaptable attitude seems to be relevant to face dynamic and turbulent conditions and changing customer's requirements and expectations. Overall, the results indicate a generalised conservative approach which characterises this sector.