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|Title||Analysis of Clients' Needs and Satisfaction in the Construction Industry in Gaza Strip|
The construction industry is backwarded compared to other fields of industry all over the world regarding the customer satisfaction issues. This research discussed the clients' and consultants' needs or expectations, based on the levels of implied importance and performance provided by local contractors. A structured questionnaire was adopted in this study. The obtained data were statistically analyzed to find out the relationship between the obtained results for clients and consultants regarding the importance and the satisfaction with the provided performance by local contractors regarding the identified satisfaction factors based on the relative importance indices of the different factors. The results revealed that both clients and consultants agreed with each other on the importance of the identified satisfaction factors. They also agreed that they are not satisfied with the provided levels of performance by local contractors, and the contractors need to improve their practices and procedures. These factors were ranked according to the implied importance by both clients and consultants. The most important factors to achieve clients' and consultants' satisfaction were also identified. The most important factors within the adopted groups were: understanding the contract documents and specifications, managing the site through top management levels, finishing the project within time, budget and quality, providing personal protection equipment, availability of maximum resources, availability of highly qualified personnel, completion of defects and handing over, and finally honesty and integrity in dealing with clients and consultants. Finally, a conceptual framework was developed showing a methodology for meeting the needs and expectations of clients and consultants in the local construction industry. It was found that the different parties must carry out better communication with each other. Common understanding and cooperation must prevail to achieve better working environment, leading to improved levels of satisfaction for both clients and consultants.
|Publisher||the islamic university|
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