Client’s Perception of Contractors’ Performance: A Case Study on Residential Building Construction Work at Pokhara Metropolitan City

Abstract

The construction industry is one of the major aspects that support and has a significant impact on the global economy, but it is not growing as other global industries when it comes to client satisfaction issues. Nepal is, therefore, not an exception to this situation. This study examined how clients perceived local contractors’ performance in the construction of residential buildings in Pokhara, Nepal. The main aim of this study was to analyse the degree to which clients were satisfied with the building projects that local contractors completed in Pokhara. In this study, a questionnaire was created after consulting with experts, consultants, literature review, questionnaires were provided to clients. Based on the relative importance index the collected data were statistically analysed to determine how satisfied clients were with local contractors’ performance. The results indicated that clients considered local contractors’ performance in the construction of residential buildings fell short of their expectations. The following aspects of the adopted groups caused the most dissatisfaction: the ability to contribute to project brief development, site supervisor, planning and scheduling jobs, minimizing waste, efforts made by the contractor to meet specifications, personal protective equipment, labour motivation and employee devotion to contractors’ aims, deep interest in the issues and considering them as essential requests, acceptance of the client’s claims and the ability to handle variances. Finally, it was determined that the various parties needed to communicate with one another more effectively to create a better working atmosphere that increases levels of satisfaction for clients. Furthermore, common understanding and cooperation must prevail and the contractors must enhance their practices and procedures.