A project manager's level of satisfaction in construction logistics

Hyounseung Jang, Jeffrey S. Russell, June Seong Yi

Research output: Contribution to journalArticlepeer-review

39 Scopus citations


Customer satisfaction and continuous improvement are the fundamental goals of construction logistics. While much research has been focusing on exploring the relationship between the contractors and the ultimate customers, known as the owner, to improve the understanding of the significance of customer satisfaction, the need to examine the relationship between material suppliers and contractors is highly in demand. The purpose of this study is to extend the framework for construction material logistics in customer satisfaction from owner to project manager level. This paper examines how construction logistics affect a project manager's level of satisfaction. A survey established the general importance that a project manager must place on the construction logistics. Accordingly, the most significantly correlated factors in customer satisfaction were obtained from a project manager's point of view. Two hundred twenty-three experienced project managers provided valuable data to the study. Five important factors related to satisfaction were found through interviews with project managers and a literature review. These included personnel, material flow, schedule adherence, contractor's organization, and information flow. The study results suggest that material flow and information flow are worthy of the most attention. Satisfying the above factors will greatly improve the construction logistics that will, as a result, immensely increase the project manager's level of satisfaction.

Original languageEnglish
Pages (from-to)1133-1142
Number of pages10
JournalCanadian Journal of Civil Engineering
Issue number6
StatePublished - Dec 2003


  • Construction logistics
  • Customer satisfaction
  • Project manager
  • Survey


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