The selection of Building Services Consulting Engineers in Northern Ireland J. G Gunning1 and Y. McNally2 1Senior Lecturer, University of Ulster, Faculty of Engineering, School of the Built Environment, Jordanstown, BT37 0QB, Northern Ireland 2Postgraduate Student, University of Ulster, Faculty of Engineering, School of the Built Environment, Jordanstown, BT37 0QB, Northern Ireland Email:
[email protected] Abstract: The two main objectives of this research were to quantify opinions on the expected and perceived levels of the service/performance required by the client, and to quantify the level of importance assigned to various criteria used in the selection process. The views of six major consulting engineering practices and eight developers/project managers in both public and private sectors were obtained using semi structured interviews. A Servqual-type model was developed to analyse the gaps between the clients’ expectations of the engineers’ perception of their own performance, as well as the gap between the perceptions and expectations of the engineers’ performance from both clients and engineers themselves. The results indicated that the engineers clearly misunderstood what the client expected from them in terms of controlling time, cost and quality and of resources and communication. Clients were dissatisfied with all aspects of the service received other than the amount of the professional fee paid – presumably arising from the current competitive climate surrounding fees. In other words, prices were reduced in order to obtain work but the low fees earned do not permit the full service expected by developers. Clients indicated that the lowness of the fee paid was much less important to them than the level of service received, but engineers thought otherwise.