The Development of Quality

PurposeThis paper aims at studying the level of implementation of ISO 9001 in Jordanian consulting engineering firms and to what extent does the implementation effectiveness affect the success of the construction projects. Moreover, the paper seeks to identify the Critical Success Factors (CSFs) that directly influence the ISO 9001 effectiveness in Jordanian consulting engineering firms.Design/methodology/approachA questionnaire was constructed and distributed to a sample of 125 employees from six ISO 9001-consulting firms. After collecting the data, exploratory factor analysis was utilized to validate the latent constructs (CSFs, ISO 9001 Effectiveness, and Firm Performance).FindingsThe findings suggest that firms experience a high level of ISO 9001 effectiveness. Moreover, among the five identified CSFs; employee attributes, external environmental pressure and quality system attribute had a significant impact on the ISO 9001 effectiveness, while internal motivation and firm attributes were insignificant.Originality/valueThe significance of this study lies in exploring such topic in the developing countries, since most of current studies were focused on developed contexts such as the USA and UK. Therefore, this research acts as a response to calls in the current literature regarding considering different industries and contexts.

ISO-9001 implementation and critical success factors of the Jordanian consulting engineering firms

\nPurpose\nTo receive a satisfactory consultancy service, a construction client must first select suitable consultants. While numerous criteria for the selection of construction consultants have been suggested in the literature, their influence on client satisfaction has hardly been statistically established. This study aimed to reduce the criteria for the selection of construction consultants into a more manageable set of fewer factors and ascertain the influence of the factors on client satisfaction.\n\n\nDesign/methodology/approach\nData were gathered through a purposively administered cross-sectional survey of public sector clients in Nigeria. Analyzes were done using relative importance index, factor analysis and multiple regression analysis.\n\n\nFindings\nThe results proved that the criteria for the selection of consultants can, in the order of decreasing influence on client satisfaction, be grouped into service delivery approach (SDA), relationship with the client, the caliber of personnel, firm reputation and firm certification. However, SDA is more influential on client satisfaction. All the factors were found to have significant statistical effects on clients’ overall satisfaction with consultancy services.\n\n\nOriginality/value\nThe study demonstrates the extent to which construction consultant selection criteria are relevant to client satisfaction. It shows that SDA is the most important predictor of clients’ satisfaction with consultancy services. The results are helpful for grouping consultant selection criteria in future studies, and in guiding clients on the weights to assign to consultant selection criteria during tender evaluation.\n

Influence of selection criteria on clients’ satisfaction with construction consultancy services in Nigeria

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 fo...

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Service quality of building services consultants in building project delivery; clients’ perspectives

The study investigated the dynamics of online shopping focusing on mediation analysis of customer satisfaction on e-service quality and purchase intention. The study used a cross-sectional quantitative method where 324 responses were collected through a self-administered online survey questionnaire from South African consumers. The findings revealed that system availability, efficiency, responsiveness, fulfilment, privacy and compensation can be collectively used to measure electronic service dimensions in online shopping. These dimensions have a statistically significant relationship with purchase intention, while customer satisfaction has a mediation effect on the relationship. Customer satisfaction has a full mediation effect on the relationship between electronic service quality dimensions, compensation and privacy and trust with purchase intention and partial mediation between electronic service quality dimensions, responsiveness, efficiency and system availability with purchase intention. These findings inform businesses that are using online shopping platforms and assist them in prioritizing their resources. The contribution of the research is the use of the value-percept paradigm that is enhanced by importance-analysis within customer satisfaction as a mediator on e-service quality and purchase intention. This underpins the importance of customers' values and, more importantly, a 'customized' customer, where 'one size fit all' is diminishing during the time of technological advances.

Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention

The service quality of consultants plays an important role in enhancing the success of construction projects. The study aims to determine the gaps between the clients’ observed and expected service...

Clinton Aigbavboa

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