Quality in construction management: an exploratory study

• Published in: The International journal of quality & reliability management 2016-08, Vol.33 (7), p.920-941
• Main Authors: Jraisat, Luai, Jreisat, Lana, Hattar, Christine
• Format: Article
• Language: English
• Subjects: Architects; Architecture; Construction contracts; Construction industry; Construction management; Contractors; Customer satisfaction; Design; Developing countries; Expenditures; Human resource management; LDCs; Management science & operations; Marketing; Performance management; Product quality; Project management; Quality control & reliability; Quality factor; Quality management; Quality management/systems; Regulatory agencies; Strategic management; Studies; Success
• ISSN: 0265-671X; 1758-6682
• DOI: 10.1108/IJQRM-07-2014-0099

Purpose – The purpose of this paper is to identify the relative importance of factors affecting quality. This is important where great expenditures of time, money, and resources are wasted each year due to inefficient or non-existent quality levels. Design/methodology/approach – An exploratory approach is employed. After a literature review, six interviews are initially conducted with construction experts and then a simple survey of 328 questionnaires was administrated through structured personal interviews among contractors and architects in the Jordanian housing sector. Findings – The findings suggest that contractors and architects combined agreed that the highest important factors affecting quality are: human resource management, customer satisfaction, and construction specific factors. The findings also suggest that strategic planning, continuous improvement, resources are the lowest important factors. A conceptual framework encompassing the key quality factors is also developed. Research limitations/implications – This research has important implications for different level managers at construction companies. By understanding the quality factors, managers can focus on the highest factors and catch up with their lowest important factors in order to maintain a balanced and integrated quality approach. Originality/value – This is one of few studies that investigate the importance of quality factors. To the authors’ knowledge, this is the first paper providing empirical evidence of the quality factors in construction management in a developing country.