Evaluation of the Satisfaction Metrics used by Stakeholders on Large Engineering Projects

Evaluation of the Satisfaction Metrics used by Stakeholders on Large Engineering Projects

This paper examines stakeholder perspectives on the use of satisfaction metrics in large engineering projects and asks whether there is a significant difference in the perception of the stakeholders on the use of satisfaction metrics. The rationale for the examination stems from the view by scholars that difficulty experienced by project managers on projects is as a result of the different perception of project performance criteria within the stakeholder group. The study makes use of existing literature in identifying the satisfaction metrics used by stakeholders on construction projects. A mixed method research approach incorporating both objective and subjective paradigms was used in the study to collect empirical data from stakeholders working on four large construction sites being procured by a South African State Owned Company (SOC). The data was collected using a structured questionnaire and focused group interviews. The study established that there are significant differences in the views of participants on important satisfaction metrics. The level of use of this form of success criteria was found to be more important to the client followed by the consultants – engineers and architects, while the project management team perceived it as being of less importance. The paper recommends that clients of large engineering projects should put in place strategies that will bring about explicit communication between the different stakeholders and an avenue for softening the boundary relationships that may exist between them. The research conducted is restricted to one SOC in South Africa and its four sites. Non-disclosure by the SOC of the performance of the projects under construction also brought about difficulties. Therefore, future research, which would explore the validity of these research findings with another comparable SOC project, is recommended.