OpenSPACES@UNK: Scholarship, Preservation, and Creative Service quality of building services consultants in building project delivery; clients’ perspectives
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The role of consultant services engineers in the construction process is pivotal as they
make significant contributions towards successful delivery of construction projects. They
are responsible for ensuring that the technical specifications and design standards of
mechanical, electrical and plumbing aspects of construction projects are adhered to with
due consideration to budget and schedule. The quality of services offered by these
consultants have however become a source of worry to clients recently in Nigeria as
reflected in variance in the quality of services they render. This study examined clients’
assessment of service quality of consultant services engineers in building project
delivery. The study adopted survey research design with a total 121 responses obtained
from target respondents using structured questionnaire administered to clients’
organizations. The study adapted the 22 SERVQUAL service quality variables from
literature. The study discovered that client’s expectation of service quality of building
services consultant exceeded the actual perceived service in building project delivery.
Clients are unimpressed with the ability of the consultants to show sincere interest,
provision of services at the time promised, the ability to give client specialized services
relating to MEP and willingness to help client. Out of date software is being used and
clients are rarely satisfied with consultants’ responsiveness and assurance. It is
imperative for service consultants to understand client’s expectations and ensure such
needs are met in the construction delivery process in order to ensure the service quality
gap is eliminated. Finally, there is the need for consultants to be conscientious by
timeously responding to all instructions and requests of clients as well as improve
reputation which will ultimately pay off in project outcome.
Keywords
TA Engineering (General). Civil engineering (General), TH Building construction