Factor Analysis of Service Quality of Provincial Contractors to Owner Satisfaction in Construction Projects in Thailand

Abstract

Service quality in construction projects involves the project owner’s perception of the process in terms of interactions, activities, and the attainment of acceptable levels of performance from construction activities. The purpose of this study is to present a factor analysis of service quality of provincial construction contractors in north-east Thailand that influences the satisfaction of project owners, by using Exploratory Factor Analysis (EFA). A total of 132 questionnaires, completed and returned by project owners, were analyzed to confirm the factors. The research found the service quality of the provincial contractors comprised of three factors, namely: (1) empathy, (2) responsiveness, and (3) tangibles, respectively. Guidelines for strategy for improving the service quality of provincial contractors are discussed and presented in the results of this research paper.