Client satisfaction as perceived by Architects and Civil Engineers

Abstract

A construction project fulfills both the product design and the service provision functions. There are many stakeholders in these processes. Concurrence among the stakeholders surely affects the success of the project. The most important of the stakeholders is customer/client followed by architects and civil engineers. Both architects and civil engineers are involved in the design phase as well as in the execution phase. Customer/client satisfaction is usually considered one of the success criteria of the project. This criterion, however, is a subjective concept, about which tangible values cannot be easily placed, and is determined by perception at best. Whether this perception vary between civil engineers and architects depending on different criteria, is examined in this study. The results of the questionnaires were evaluated statistically. The agreed upon and the most important issues are working together and sharing information. The behavior of client/customer and qualification of employees are the factors that civil engineers and architects do not have the same views on client satisfaction.