Critical Criteria on Client and Customer Satisfaction for the Issue of Performance Measurement

Abstract

Successful performance measurement criteria cannot be limited to meeting just the three traditional criteria. Satisfaction is a subjective and critical measurement for the stakeholder performance, but it has rarely been used as a criterion for the performance measurement of project stakeholders. The purpose of this paper is to establish the client and customer satisfaction criteria as the two key stakeholders in construction project for the issue of performance measurement based on the reviewed data. The methodology of this study is based on comprehensive literature review of performance measurements for client and customer whereby the data were analyzed, using the metrics which are the aggregate number of each customer and client-satisfaction criteria occurring in previous study. From the metric analysis, the common factors for customer and client satisfaction were ranked. From the analysis, it can be concluded that expectation and perception are the two common critical satisfaction criteria for client and customer that must be considered where the satisfaction is required. DOI: 10.1061/(ASCE)ME.1943-5479.0000183. © 2014 American Society of Civil Engineers.