Exploring Key Contractor Factors Influencing Client Satisfaction Level in Dealing with Construction Project: an Empirical Study in Jordan

Client satisfaction in construction industry can be defined as the ability of a contractor to meet the client expectations. A contractor must have a thorough understanding of client expectations and be able to satisfy these expectations. The outcomes of the construction projects can be evaluated in numerous ways. One of the methods is to measure the satisfaction of participants as represented by the differences between their expectations and perceptions. This measurement is used widely in construction as it promises benefits, such as the improvement of product delivery, and enhances services quality by identifying some necessary changes. Satisfaction measurement is gauged by evaluating the level of client satisfaction of construction performance. The measurement of client satisfaction is also based on the quality of the end product. This evaluation is used to encourage contractors to improve their performance to a required level and to ensure that the projects are delivered as expected in terms of time, budget and quality. This paper discusses client satisfaction attribute on contractor performance. The aim of this paper is to reach the most important factors influencing client satisfaction level of performance provided by contractor in Jordanian construction industry. The results shows that there are seven extremely important factor that have a significant affect in client satisfaction level and immediately need to improve namely (1)service quality (2)Communication skills (3)adherence to budget, (4)safety performance, (5)adherence to schedule, (6)sit personnel skills, and (7)management capabilities.