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Measuring service quality in construction project management service at AIC Management Co., Ltd.- A dimension-by-dimension analysis

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  • Giao, Ha Nam Khanh

Abstract

In construction industry today, the consultancy companies need to improve service quality- an important part of consultancy service - in order to enhance customers’ loyalty, boosting business for future projects and word of mouth reputation. The question is whether the dimensions applied to measure the quality of the generic services can be applied to professional services such as construction project management service? If yes, how to do so? The research aims to conduct an assessment on service quality at AIC Management Co., Ltd based on SERVQUAL, a form of dimension-by-dimension analysis. The outcome would provide management with a big picture of current service quality. Consequently, recommendations will be provided according to the findings.

Suggested Citation

  • Giao, Ha Nam Khanh, 2018. "Measuring service quality in construction project management service at AIC Management Co., Ltd.- A dimension-by-dimension analysis," OSF Preprints bf5ke, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:bf5ke
    DOI: 10.31219/osf.io/bf5ke
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    References listed on IDEAS

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    1. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
    2. Michael Hoxley, 2000. "Are competitive fee tendering and construction professional service quality mutually exclusive?," Construction Management and Economics, Taylor & Francis Journals, vol. 18(5), pages 599-605.
    3. Giao, Ha Nam Khanh & Trang, Nguyen Doan, 2010. "Developing dimensions to Measure the Quality of Construction Project Management Service," OSF Preprints 3c2vz, Center for Open Science.
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