stakeholder expectation and satisfaction in road maintenance

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Procedia - Social and Behavioral Sciences 48 (2012) 266 – 275 1877-0428 © 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012 doi:10.1016/j.sbspro.2012.06.1007 7UDQVSRUW 5HVHDUFK $UHQD±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¶ RYHUDOO VDWLVIDFWLRQ ZLWK ORFDO JRYHUQPHQW VHUYLFHV OLWWOH UHVHDUFK KDV EHHQ XQGHUWDNHQ XVLQJ WKH PRGHO WR H[DPLQH VDWLVIDFWLRQ ZLWK SXEOLF VHFWRU SURMHFWV 7KLV SDSHU DGGUHVVHV WKH UHODWLRQVKLS EHWZHHQ VWDNHKROGHU H[SHFWDWLRQ DQG VDWLVIDFWLRQ LQ URDG PDLQWHQDQFH 7KH H[SHFWDQF\ GLVFRQILUPDWLRQ PRGHO ZDV XVHG WR LQYHVWLJDWH WKH H[SHFWDWLRQV VWDNHKROGHUV KDG DERXW WKH LQIOXHQFH RI URDG PDLQWHQDQFH RQ WKH SHUIRUPDQFH RI WKH URDG GXULQJ DQG DIWHU PDLQWHQDQFH 'DWD ZHUH JDWKHUHG RQ VWDNHKROGHUV H[SHFWDWLRQV RI D PDLQWHQDQFH SURMHFW EHIRUH WKH SURMHFW VWDUWHG DQG RQ VWDNHKROGHUV SHUFHSWLRQ RI DQG WKH RYHUDOO VDWLVIDFWLRQ ZLWK WKH SURMHFW DIWHU WKH SURMHFW ZDV ILQLVKHG 7KH SDSHU SD\V SDUWLFXODU DWWHQWLRQ WR WKH LQIOXHQFH RI WKH GLVFRQILUPDWLRQ RI H[SHFWDWLRQV RQ WKH VDWLVIDFWLRQ ZLWK WKH PDLQWHQDQFH SURMHFW %DVHG RQ WKDW FRQFOXVLRQV DUH GUDZQ IRU PDQDJLQJ VWDNHKROGHUV¶ H[SHFWDWLRQV LQ URDG PDLQWHQDQFH .H\ZRUG 6WDNHKROGHU H[SHFWDWLRQV VDWLVIDFWLRQ H[SHFWDQF\ GLVFRQILUPDWLRQ PDLQWHQDQFH ,QWURGXFWLRQ $WWHQWLRQ WR VWDNHKROGHUV LV LPSRUWDQW WKURXJKRXW WKH SODQQLQJ SURFHVV RI LQIUDVWUXFWXUH PDLQWHQDQFH SURMHFWV EHFDXVH µSURMHFW VXFFHVV¶ LV GHILQHG E\ VWDNHKROGHUV GHSHQGLQJ RQ WKHLU YDOXDWLRQ RI WKH LQIUDVWUXFWXUH %U\VRQ +RZHYHU SXEOLF DJHQFLHV UHVSRQVLEOH IRU PDQDJLQJ LQIUDVWUXFWXUH DVVHWV URXWLQHO\ IDLO WR FRQVLGHU WKH UHODWLRQVKLSV EHWZHHQ WKH LQIUDVWUXFWXUH DVVHWV DQG WKRVH SHRSOH DQG RUJDQL]DWLRQV EHLQJ LQIOXHQFHG E\ WKH SHUIRUPDQFH RI WKHVH DVVHWV 7KH DJHQFLHV¶ XQGHUVWDQGLQJ RI LQIUDVWUXFWXUH VWDNHKROGHUV LV OLPLWHG EHFDXVH WKH\ GR QRW URXWLQHO\ H[DPLQH WKH VWDNHKROGHUV YDOXDWLRQ RI WKH LQIUDVWUXFWXUH +HQFH PDLQWHQDQFH SODQQLQJ GHFLVLRQV VHOGRP DQWLFLSDWH VWDNHKROGHU EHQHILWV GXH &RUUHVSRQGLQJ DXWKRU 7HO ID[ (PDLO DGGUHVV PKLHWEULQN#XWZHQWHQO Available online at www.sciencedirect.com © 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012

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Page 1: Stakeholder Expectation and Satisfaction in Road Maintenance

Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

1877-0428 © 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012 doi: 10.1016/j.sbspro.2012.06.1007

Available online at www.sciencedirect.com

© 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012

Page 2: Stakeholder Expectation and Satisfaction in Road Maintenance

267 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 3: Stakeholder Expectation and Satisfaction in Road Maintenance

268 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 4: Stakeholder Expectation and Satisfaction in Road Maintenance

269 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 5: Stakeholder Expectation and Satisfaction in Road Maintenance

270 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 6: Stakeholder Expectation and Satisfaction in Road Maintenance

271 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 7: Stakeholder Expectation and Satisfaction in Road Maintenance

272 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 8: Stakeholder Expectation and Satisfaction in Road Maintenance

273 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 9: Stakeholder Expectation and Satisfaction in Road Maintenance

274 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275

Page 10: Stakeholder Expectation and Satisfaction in Road Maintenance

275 M. Hietbrink / Procedia - Social and Behavioral Sciences 48 ( 2012 ) 266 – 275