A QUALITATIVE SURVEY ON SUCCESS FOR MAINTENANCE PROJECTS

Key Performance Indicators (KPIs) are the criteria of measuring project performance in order to attain construction excellence. Previous researchers have examined the abstract concept of success for general new construction and identified its relationship with the factors of success. In fact, most buildings exist to satisfy the needs of people. With the passing of time and change in technology, buildings have to be maintained and renovated in order to continue functioning properly for the benefits of users. Therefore, criteria and factors of success have increasingly attracted the attention of both researchers and practitioners, especially in cities where buildings become ageing. However, the topic of project success for maintenance projects is less discussed in previous research, and project participants, including maintenance surveyors should be able to identify the success measurement and its associated factors for performance improvement. This study fills the research gap by investigating the criteria and factors of success for maintenance projects. It first provides a summary of the literature review on the criteria and factors of success for construction projects. An empirical study has also been carried out with ten practitioners in Hong Kong to further identify the criteria and factors critical for the success of maintenance projects in practice. While most criteria and factors of success for new construction projects are also applicable to maintenance projects, participants in maintenance projects believe that effective communication is in particular important to provide quality service to the end-users.