The Effect of Customer Focus Competence on Construction Project Performance

Abstract

The relationship between customer focus (CF) competence and project performance were investigated on the basis of 1206 construction project teams. The hypotheses used were that a higher team CF actual assessment as well as a higher average team CF compliance (actual vs. desired CF level) increases the likelihood of achieving internal and overall budget goal, quality, as well as deadline goal. On the basis of simple and multiple regression models the conclusion is that only positive effects of the team average CF compliance on examined project goals are confirmed. On the other hand, the assumed positive effects of the team average CF actual assessment are rejected for the investigated project goals. Nonetheless, a suggestion for further research is that the inverse U-shaped relationship of the average team actual CF on the project performance should be examined. Along with the effects of CF (actual assessment and compliance) competence the multiple regression models reveal the effects of additional independent variables for the company (the revenue), the project (the duration, size, type, region, completion years) and the team (the average company and additional tenure, share of women, share of the employed at the end of the project, share of the assessed for CF, share of the final date contract and share of the technical versus business background) on achieving the project goals examined.