Conceptual model helps the researcher to explore variables of study and their clear interactions. Therefore this study aims at proposing a model of a relationship between the professional firm service quality and client satisfaction in building development projects. This is because client satisfaction remains an important factor in the development of engineering and building consulting services. In today’s competitive service market, attaining client satisfaction is very crucial for the continued survival and economic stability of consulting firms. The model is built on the concept of service quality and its effect on client satisfaction. The fundamentals of Servqual theory in addition to competency profile and communication within the consulting arm of building projects constitute the independent variables of the model. The Attribution theory constructs constitute the moderating variables of the study. The proposed model focuses on the relationship between soft service qualities, hard service qualities and the client satisfaction variables of architectural quality, technical quality, functional quality, timeliness of service delivery, cost of services and supervision at implementation stage. The findings will be useful to assist consulting firms in enhancing competitiveness and improve project deliveries in the present global challenges.
Full Text (PDF)