This study examines the determinants of customer satisfaction in BIM-based digital construction services within a Business-to-Business (B2B) context. While prior research has primarily focused on technology adoption and implementation barriers, limited attention has been given to post-adoption satisfaction and value realization among AEC professionals.
Methodology
Grounded in the Technology Acceptance Model and perceived value theory, the study investigates the influence of perceived usefulness, perceived ease of use, training and technical support, cost perception, and perceived return on investment (ROI) on customer satisfaction. A quantitative cross-sectional survey was conducted with 150 BIM users in the National Capital Region (NCR). Multiple regression analysis was employed to test the proposed relationships, controlling for professional experience, role, and duration of BIM usage.
Findings
The results indicate that perceived ROI is the strongest predictor of customer satisfaction, followed by perceived usefulness and training and technical support. Perceived ease of use has a smaller but significant influence, while cost perception does not significantly affect satisfaction.
Originality/Value
The study extends technology acceptance research by shifting the focus from adoption intention to post-adoption satisfaction in BIM-enabled digital construction services within a B2B environment.
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