Assessment of Quantity Surveyor' Service Quality

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Akinsiku, O. E.
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Covenant University
Quality service delivery is an important and effective factor in the success and failure of any organisation. As a fundamental factor, it should be considered very important for the organisation to remain afloat. As a matter of fact, all service organisations must provide high quality service in order to gain the confidence of their clients. This paper assesses the quality of service being rendered by quantity surveyors with respect to construction clients' perception of it. The questionnaire was designed to collect data based on a 22 item variable which assesses service quality on the premise of tangibility, reliability, responsiveness, assurance and empathy. The data collection involves the assessment of quantity surveyors service by clients. The collected data were analyzed using pair t-test analysis using the SPSS software. Research results show that highest perceived gap was in the reliability dimension and the lowest gap was in the empathy dimension.
Staff publications
Expectations , Gap , Perceptions , Quality , Service , Research Subject Categories::FORESTRY, AGRICULTURAL SCIENCES and LANDSCAPE PLANNING
Akinsiku, O. E. (2014). Assessment of quantity surveyor’ service quality. Covenant Journal of Research in the Built Environment. 2(1), 17 – 30.