Title Analyzing Characteristics of Construction Complaints with Construction Project Type
Authors Lee, Ju-Hui ; Lee, Changjun ; Yun, Sungmin
DOI https://dx.doi.org/10.6106/KJCEM.2023.24.3.052
Page pp.52-61
ISSN 2005-6095
Keywords Public Conflict; Complaint; Complaint Management; Conflict Management; Public Construction Project
Abstract Conflicts in a construction project not only make negative impacts on project performance such as schedule delay or cost overrun but also require social cost to resolve the conflicts. Although the conflict needs a preemptive management because a conflict usually begins with a complaint, existing studies have focused on conflict resolution after it occurs. This study identifies and categorizes complaints which mainly appear in the construction projects. Those complaints were evaluated and quantified in terms of occurrence frequency and potential to conflict through a questionnaire survey with industry experts. Using the survey results, this study examines the characteristic of complaints in linear project and clustered project, and analyzes what kind of complaints occur by project type. As the results, this study derives the complaints with high potential to the conflicts that should be managed first during managing a construction project in each project type.