IJIMT 2019 Vol.10(1): 38-42 ISSN: 2010-0248
doi: 10.18178/ijimt.2019.10.1.833

Expectations and Perceptions in Engineering Consulting Project Management Quality Services: A Gap Analysis Using AHP Method and SERVQUAL Model

Joseph Berlin P. Juanzon
Abstract— Measuring client satisfaction is one of the greatest challenge in implementing quality services. Quality affects the performance of the services as well as clients’ satisfaction, therefore measuring the gap between clients’ expectations and service provider’s perception of quality services will help in identifying the real definition of quality services in the service industry. The purpose of this study is to analyze the gap of quality of services in the Engineering Consulting (EC) services using modified SERVQUAL model and AHP method. For engineering consulting service, the interpretation of the clients’ needs is very critical. Therefore, having a better understanding of the clients’ needs will produce an effective and efficient implementation of the engineering project. In this study project managers of a leading consulting firm in the Philippines were surveyed using pairwise questions on the five generic factors of SERVQUAL model and was compared with the representatives of the leading government agency implementing large infrastructure projects. Using AHP method and geometric mean, gap analysis was performed to identify the priority quality factors between clients’ expectations and EC’s perceptions of quality services. Results shows that “Reliability” or the ability to performed service dependably and accurately is the top priority in quality services for both EC’s and clients. It was only in “Responsiveness” and “Assurance” that the EC’s quality perception is higher that the clients’ expectations using AHP method and geometric mean gap analysis.

Index Terms— Quality services, AHP, gap analysis, engineering consultant, SERVQUAL.

Joseph Berlin P. Juanzon is with the Pamantasan ng Lungsod ng Maynila, University of the City of Manila, Philippines (e-mail: jbjuanzon@yahoo.com).

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Cite: Joseph Berlin P. Juanzon, " Expectations and Perceptions in Engineering Consulting Project Management Quality Services: A Gap Analysis Using AHP Method and SERVQUAL Model," International Journal of Innovation, Management and Technology vol. 10, no. 1, pp. 38-42, 2019.

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