Key dimensions of main contractors’ service quality in the Chinese construction industry: Voices from subcontractors

Abstract

Abstract While the topics of service quality and subcontracting are not new in construction project management, it seems that little is known how subcontractors perceive and evaluate the service quality of their main contractors. Particularly, evidence has shown that unfair subcontracting practices could lead to poor service quality; hence undesirable project outcomes. In addressing this gap, an online questionnaire survey of 90 subcontractors was undertaken to identifying the key dimensions of main contractors’ service quality in the Chinese construction industry. Overall, the exploratory factor analysis shows that subcontractors’ perception of main contractors’ service quality could be classified into: operation management; health and safety management; and communication management. Of these, operation management is more prevalent than health and safety management and communication management. In conclusion, the research findings help inform company management of categories of key considerations, and thus enable them to configure better targeted strategies to improving their service quality.