Benchmarking quantity surveyors’ service quality in conventional and sustainable building projects in Lagos state, Nigeria

Adeniyi, Adesiyanbola Ife (2016)

xii,107p

Thesis

This study assessed Quantity Surveyors’ services in the delivery of conventional and sustainable building projects in Lagos State; evaluated the service quality performance of Quantity Surveyors in the delivery of conventional and sustainable building projects in the study area and benchmarked the service quality performance of Quantity Surveyors in the delivery of conventional building projects with that of sustainable building projects in the study area. This was with a view to enhancing the service quality of Quantity Surveyors in Lagos State, Nigeria. Primary data were collected using two sets of questionnaire. The first, administered to practising Quantity Surveyors in Lagos State was used to collect data on Quantity Surveying services provided in both conventional and sustainable building projects. The second set of questionnaire administered to clients’ organisations was used to obtain data on service quality performance of Quantity Surveyors in the delivery of conventional and sustainable building projects. Data analysis was carried out using mean ranking analysis, student t-test and gap analysis. The results showed that the top ranking services provided by Quantity Surveyors in the delivery of conventional and sustainable building projects are ’valuation of work in progress’, ‘final account preparation’, and ‘preliminary estimating and cost advice’. It also showed that there was no significant difference in the mean scores of the top ranking services provided by Quantity Surveyors in the delivery of conventional and sustainable building projects. The study however indicated that there was statistical significant difference (p<0.05) in the mean score of some of the Quantity Surveyors’ services specific to sustainable building projects when compared with the mean score of service specific to conventional building projects. Such services are ‘whole-life cost assessment’, ‘cost advice on building to required sustainability standard’, ‘sustainability performance assessment’ and ‘design advice on inclusion of sustainability features’. The study further showed that while clients’ perception exceeded their expectation in the delivery of sustainable building projects, they were less satisfied with Quantity Surveyors’ service performance in the delivery of conventional building projects. The study concluded that the service quality expectation of construction clients in the delivery of conventional building projects (mean score = 21.42) is about double the service quality expectation in the delivery of sustainable building projects (mean score =11.70). The implication of this is that Quantity Surveyors who have all along been rendering services on conventional building projects may need to be re-trained so that construction clients may be more confident in their service provision in the delivery of sustainable building projects.

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