Client satisfaction model for lean implemented construction SMEs: a review

Abstract

Client satisfaction is a critical determinant of success in the construction industry, particularly for small and medium-sized enterprises (SMEs) that have implemented lean principles. Despite the recognised benefits of lean construction, many SMEs continue to struggle with achieving high levels of client satisfaction. While existing studies primarily explore the advantages and challenges of Lean implementation, there is a lack of research that specifically investigates the underlying causes of less client satisfaction in Lean implemented construction SMEs. Therefore, this study aims to bridge this gap by developing a conceptual framework for a client satisfaction model tailored to lean implemented construction SMEs. A literature review was conducted to examine the key factors affecting client satisfaction in lean implemented construction SMEs. The review analysed existing studies on lean construction, client satisfaction, and SME-specific challenges to identify critical themes. The data was synthesised to develop a framework that integrates lean principles, benefits, barriers, factors influencing client satisfaction, and reasons for failing to meet client expectations. The findings highlight that perceived quality, customer satisfaction, and customer loyalty are interrelated, with higher satisfaction leading to increased client retention and improved financial performance. Additionally, the study identifies key barriers that hinder client satisfaction in lean implemented SMEs, including ineffective communication, resistance to change, and inadequate understanding of lean principles. This study contributes to both theory and practice by offering a structured framework to enhance client satisfaction in lean implemented SMEs. It provides SMEs with strategic insights to improve lean adoption while recommending future research directions to empirically validate the proposed framework through case studies and stakeholder engagement.