Developing The Dimensions To Measure The Service Quality Of Construction Project Management
HÀ NAM KHÁNH GIAO & NGUYỄN ĐOAN TRANG
In construction industry today, the consultancy companies need to improve their service quality - an important part of consultancy service in order to enhance the customer's loyalty, boosting the business for future projects and word of mouth reputation. The question is whether the dimensions used for measuring the quality of the generic services can be applied to the professional services such as the construction project management service? If yes, how to do so? This research is based on the literature review, especially Parasuraman et al. (1985, 1988), Hoxley (2004), Murugavarothayan et al. (2000) and Ong (2007); and the qualitative method to suggest possible set of dimensions to measure the service quality of the construction project management.