EJISDC (2010) 42, 7, 1-9

A STUDY OF THE IMPACT OF INFORMATION AND COMMUNICATIONS TECHNOLOGY (ICT) ON THE QUALITY OF QUANTITY SURVEYING SERVICES IN NIGERIA
N.A. Musa Department of Quantity Surveying, Federal Polytechnic, Ilaro, Nigeria nabmusa@yahoo.com T.O. Oyebisi Technology Planning and Development Unit, O.A.U, Ile Ife. Nigeria tooyebisi@yahoo.com M.O. Babalola Department of Quantity Surveying, O.A.U, Ile Ife Nigeria bolalola@yahoo.co.uk

ABSTRACT The study drew on Service Quality Model (SERVQUAL) to evaluate the effect of ICT on the quality of services of Quantity Surveying Practicing firms in the Nigerian Construction Industry. The major objective was to determine the suitability of the Technological Innovation as a tool for improving the quality of the services of the firms in the country. Towards this end, relevant data were obtained through questionnaire survey conducted on a sample of forty-eight (48) architects, thirty-five (35) engineers (all clients representatives) and thirty-two (32) contractors selected randomly from the lists of one-hundred and fifty-one (151) construction professionals and fifty-eight (58)contractors the firms had worked with during both pre and post adoption of ICT periods. Oral interview was also conducted on the respondents to complement the information obtained from the questionnaire survey. The SERVQUAL scores of the services of the firms prior to the adoption of the technological innovation was compared with the post adoption scores using Mann-Whitney U-Test at ninety-five percent (95%) confidence level. The results of the test revealed that the SERVQUAL scores of the services of the firm after the adoption of the technology were significantly greater than the SERVQUAL scores of their services prior to its adoption. Thus, the adoption of the technological innovation has enhanced the quality of the services of the firms in the Nigerian Construction Industry. The study concluded that ICT is a suitable tool for improving the quality of quantity surveying services in the country. Key words: Quantity Surveying Services, Information Communications Technology (ICT), Service Quality Model (SERVQUAL), Perception and Expectation 1. INTRODUCTION The contribution of construction projects to sustainable economic growth and development of a nation is very significant. Apart from the fact that they are major contributors to the Gross Domestic Product (GDP) and employment (Olalokun, 1987), they constitute the basic infrastructure needed to accommodate the inputs of all other sectors of the economy (Ogunsemi, 2004). The execution of these developmental projects and infrastructure requires the services of construction professionals, majorly the quantity surveyors, the architects and the engineers/builders. According to Oladapo (2006), these are the professionals traditionally responsible for production and management of project information and documents. However, because adequate cost information is very necessary to achieve on-time delivery of projects, quantity surveyors occupied a strategic core position among the construction consultants and other stakeholders in construction operations. Right from conception, through the design and construction stages and indeed throughout the life of the project, the consultants and other stakeholders rely strongly on the

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EJISDC (2010) 42, 7, 1-9

cost information from quantity surveyors to discharge their contractual and technical obligations in particular and achieve the desired project objectives. Nevertheless, the increasing demand for value-added services and prompt completion of construction projects at reduced cost by client (Akintoye, 2001), complexity of modern construction infrastructure (Page et al, 2004) and globalization according to Smith (2004) and Peansupap (2004) are factors necessitating paradigm shift in the operations and service delivery of quantity surveying practicing firms. Thus, the firms are seeking for strategies and tools to improve the quality of their services (Akintoye, 2001). Peansupap (2004) has identified adoption and use of ICT as a viable technological strategy employed in the Technologically Advanced Nations (TANS) to achieve this goal. Consequently, quantity surveying firms in Nigeria had been adopting and using ICT for their services, since late 1980s (Ayeni, 1989). Close to two decades of continuous adoption and use of the technological innovation in work practices of the firms, its effects on service delivery have not been empirically established. It becomes pertinent therefore, to explore the suitability of the technology as a tool for improving the quality of the services of the practicing firms in the Nigerian Construction Industry. This is the focus of this study. It established empirical effect of ICT on the quality of quantity surveying services in Nigeria. 2. QUANTITY SURVEYING SERVICES Quantity Surveyors are important members of the design and construction teams in both private and public sectors of a nation. Their pivotal roles in project development and delivery are well acknowledged (Mogbo, 1998). These roles according to Page et al., (2004), had placed them potentially at the centre of Information and Communications Technologies (ICT) that integrate the contributions of all participants in the design, construction and maintenance processes. Thus, they ensure that resources are utilized to the best advantage of the society by providing financial management for project and cost consultancy services to the clients, designers and contractors during the construction process. According to Nigerian Institute of Quantity Surveyors (NIQS) (1998), they are concerned with financial probity in the conceptualization, planning and execution of developmental new and refurbishment works. The institute listed the major services of consultancy practice in project development chain to include: Preliminary and final budget estimate; Contract documentation and procurement; Contract administration; Cost Modeling and Final accounts. However, apart from providing cost advice and information, quantity surveyors also value the work as it progresses. These services are referred to as traditional services (Smith 2004; Akintoye, 2001; and Odusami, 1999 and Seeley, 1997). Anayadike (2001) breaks down the quantity surveyors services according to stages involved in construction operations as indicated in Table1.

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EJISDC (2010) 42, 7, 1-9 Table1 Schemes of Works and Quantity Surveying Services S/NO Stage Activity 1. Conceptualisation/Inception Consultation (feasibility/viability studies) 2. Determination of general requirement (scope, users requirements, special features) Revision and amendments to schemes and final designs Delivery of production drawing Tender evaluation/Appraisal of client Review of work method/sequence Verification of detects Commissioning Development of Brief

QS Services Clients outline requirements (initial cost indication) Budgetary Planning

3. 4. 5. 6. 7. 8.

Development of design, finalization of details Tender invitation and tendering Tender processing and award of contract Construction Implementation (process) Finished production Handing-over

Cost Plan Contract documentation Tender reporting and representation of client Cost check and control, cost/value control Final costs from finalized accounts Conclusion of Accounts

Source: Anyadike (2001) Table1 revealed that quantity surveyors perform different contractual and technical duties at various project developmental stages. For example at the inception, when the project developmental activity is to determine the feasibility and viability of the scheme, the quantity surveyors will prepare preliminary cost estimates to aid the stakeholders to perform their duties etc. Other services of the firms termed non-traditional by Smith, 2004 and Akintoye 2001 are feasibility studies, life cost analysis, programming, taxation advice, arbitration /mediation, expert witness/appraisal insurance valuations, risk management, quality management, value management, project/construction and facility management. According to Smith (2004), the profession has made significant inroads at providing cost management services to other industries such as petro-chemical, manufacturing, mining, aeronautical and transport sectors. These service products of the quantity surveying consultancy practice are aimed at improving the cost information available to construction project participants during design and construction operations. Provision of these services requires the firms to source for data both internally (from their database) and externally (from other professionals and construction stakeholders), process the data to decision friendly and relevant information and disseminate it at appropriate time to the users (other construction professionals and stakeholders) at various stages of construction process. Thus, the firms collect, interpret and process data to generate and disseminate information. According to Durodola (2004), the consultants produce basically reports and documents for management and cost control of construction projects. Seeley (1997) argued that this service enables design and construction to be controlled within pre-determined limits of expenditure.

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EJISDC (2010) 42, 7, 1-9

Nevertheless, irrespective of the construction development stage and the information requirement, the firms follow the same procedures for the production of the cost information. 3. ADOPTION AND USE OF ICT IN QUANTITY SURVEYING OPERATIONS AND SERVICES Quantity Surveying Practice the world-over and in Nigeria in particular is experiencing dramatic but significant changes in scope and service delivery. Smith (2004) attributed these changes to the changing industrys and clients demands, advances in Information and Communications Technology, increased level of competition both locally and internationally and globalization. Major among these changes is the paradigm shift from paper-based to computer based (digital) cost information production and exchange (Oladapo, 2006) through the adoption and use of the Information and Communications Technology (ICT) The adoption and use of this technological innovation in the operations and services of the firms had resulted in new work order that optimizes resources. According to Goyal (1991) this new work order involves collection, storage, processing and transmission of cost information, electronically, using computer and modern telecommunication networks. The increasing adoption and use of the technology in work practices however, necessitated the development of different specialist software packages for performing the array of tasks involved in the practices (Adeoye, 1996). These packages include Digitizers, Autocard, Autosketch, Super Project, Master Bill, WinQs, QSlotus, Computer Aided Taking Off (CATO), Estimator Pro.MB 3, QS Cad, RIPAC, EVEREST, Kwikest, etc for processing of operations. These packages introduced new ways of performing quantity surveying tasks. One pertinent question that would readily come to mind is what are the effects of this new work order on the quality of Quantity Surveying Services (Products) in Nigeria? Answer is proffered to this pertinent question in this study. 4. SERVICE QUALITY (SERVQUAL) MODEL One of the cardinal principles of management is evaluation of corporate decisions and actions for goal achievement. This assessment exercise according to Tijani- Alawe (2004), is a means of ascertaining and improving corporate performance. Hence, evaluation of the effect of ICT adoption and usage on quantity surveying services to ascertain its level of performance and suitability as a tool for improving the quality of the services is inevitable. A veritable technique for measuring the level of performance of the technological innovation is SERVQUAL model or instrument (Procter and Rwelamila, 1999). Service Quality (SERVQUAL), according to Lewis and Booms (1983), is a measure of how well the service level of an organization matches clients/customers expectations. Parasuraman et al., (1985) pioneered the development of the model. The model was based on the theory relating service quality to the clients satisfaction and it is expressed thus: SERVQUAL score (value) = perception score expectation score ........eqn1 It essentially focuses on perception of quality as opposed to objective quality and evaluates clients expectation and perception of performance through established determinants of service quality. Procter and Rwelamila (1999) argued that the instrument can be adapted and applied to any service delivery system/organization. Subsequently, this study adopted an adapted SERVQUAL instrument to evaluate the quality of the quantity surveying services (cost information) prior to and after the adoption and use of ICT. This instrument is designed to indicate the level of the quality of the services using the following determinants/parameters: relevancy, accuracy, timeliness, precision, appropriateness, completeness, understandability and security.

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EJISDC (2010) 42, 7, 1-9

5. RESEARCH METHODOLOGY A pilot study was conducted on purposely selected forty-five (45) subjects (Quantity Surveying Practicing firms) located in the six (6) Geo-political regions of the country to generate list of other construction professionals (consultants) and contractors they had worked with both prior to and after their adoption of the technological innovation in their work practices. The opinions of these major users of the firms products/services are pertinent (Crafford and Nkado, 2003). Fifty-five percent (55%) each of the consultants and contractors were drawn from the list generated using stratified sampling technique. Thus, forty-eight (48) architects, thirty-five (35) engineers/builders and thirty-two (32) contractors constitute the sampled respondents. A total of one hundred and fifteen (115) copies of the questionnaire were administered on these sampled respondents to obtain data/information relevant to the study. Ninety-two (92) copies of the questionnaire were retrieved and properly completed, representing 80% response rate. The respondents were asked to rate their expected as well as the actual quality (as perceived) of cost information produced by the quantity surveying firms prior to and after the adoption of ICT based on the determinants of good information contained in the adapted SERVQUAL model. The rating was based on five-point Likerts scale. These scales are: very low (VL), Low (L), Average (A), High (H) and very High (VH) and were assigned a value of 1,2,3,4 and 5 respectively. The data obtained were analysed using Relative Quality Index (RQI); The five-point Likert Scale was transformed to Relative Quality Index for each determinant using numerical score. These were then ranked based on the calculated Relative Quality Indices. The Relative Quality Indices were calculated using the expression Relative Quality Index (RQI) = 5n5 + 4n4 + 3n3 + 2n2 + 1n1 .eqn2 N Where n5 is frequency of very high quality, n4 is frequency of high quality, n3 is frequency of average quality, n2 is frequency of Low quality, n1 is frequency of very low and N is total frequency. In addition, the significance of the difference in the quality of the services of the firms before and after the adoption of the technological innovation was tested using Mann-Whitney U-test at 95% confidence level. The U- value of Mann-Whitney U-test is calculated from: U I = n1 n2 + (n1 (n1 + 1) )/2 R1 ------------ eqn 3 U2 = n1 n2 + (n1 (n1 + 1) )/2 R2 ------------ eqn 4 Where U1 and U2 are the U values of the SERVQUAL scores for each of the determinants prior to and after the adoption of the technology respectively. n1 = number in the first sample (pre-adoption) n2 = number in the second sample (post-adoption) R1, R2 = Sum of ranks in the first and second samples respectively. Thereafter, the Z value of Us is computed from Z= U n1n2/2 [ {(n1n2) (n1 + n2 + 1 }/12 ]

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EJISDC (2010) 42, 7, 1-9 Table 3: Respondents Ratings of the Quality of the Quantity Surveying Firms Cost Information BEFORE ADOPTION / USE OF ICT Determinants Completeness Appropriateness Timeliness Security Relevancy Precision Understandability Accuracy Sources: Field survey 2009 PERCEIVED A RQI RANK 1st 4.30 4.25 3.51 3.41 3.35 3.30 3.20 3.05 2nd 3rd 4th 5th 6th 7th 8th EXPECTED B RQI RANK 5th 4.75 4.67 4.86 4.71 4.76 4.84 4.63 4.89 7th 2nd 6th 4th 3rd 8th 1st SERVQUAL A-B RQI RANK 2nd - 0.45 - 0.42 - 1.35 - 1.30 - 1.41 - 1.51 - 1.43 - 1.84 1st 4th 3rd 5th 7th 6th 8th AFTER ADOPTION / USE OF ICT PERCEIVED A RQI RANK 8th 4.15 4.20 4.38 4.26 4.29 4.39 4.40 4.63 7th 4th 6th 5th 3rd 2nd 1st EXPECTED B RQI RANK 7th 4.53 4.57 4.66 4.50 4.69 4.63 4.60 4.72 6th 3rd 8th 2nd 4th 5th 1st SERVQUAL A-B RQI RANK 7th - 0.38 - 0.37 - 0.28 - 0.24 - 0.40 - 0.24 - 0.20 - 0.09 6th 5th 3rd 8th 3rd 2nd 1st

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EJISDC (2010) 42, 7, 1-9

The Z value calculated is compared with the Z Critical value of normal probability table which states that if the calculated value obtained is greater than the critical value, the alternative hypothesis is substantiated (the null hypothesis is rejected). H0 : P1 = P2 Hi : P2 > P1 Where P1 = SERVQUAL score prior to the adoption of ICT. P2 = SERVQUAL score after the adoption of ICT 6. RESULTS AND FINDINGS The results obtained from the analysis of data are presented in Tables 3 to 5. Table 4: SERVQUAL scores of Respondents Ratings of the Quality of the Quantity Surveying Firms Cost Information Before the Adoption of ICT After the Adoption of ICT SERVQUAL FREQUENCY RANK SERVQUAL FREQUENCY RANK SCORE SCORE -0.32 5 112th -0.10 18 167th -0.42 12 76th -0.14 10 157th th -0.45 8 68 -0.16 6 151st -0.85 10 58th -0.20 20 131st th -1.23 18 40 -0.23 3 128th -1.36 13 27th -0.31 11 117th th -1.43 12 15 -0.33 10 102nd -1.54 6 9th -0.35 14 88th - 1.84 8 1st fi = 92 R1 = 406 fi = 92 R2=1041 Source: Field survey 2009 Table 5: Result of the Mann-Whitney U-test on the Ratings of the Respondents Periods Ri Ni Ui Zcal Ztable 95% 20.69 3.00 406 92 12,336 Before the adoption and use of ICT 1041 92 11706 After the adoption and use of ICT ZCal > Z table: H0 is rejected. 6.1 Evaluation of Findings The results obtained from the analysis revealed that the clients expectation of the quality of the services of quantity surveyors at both pre and post adoption period is very high (see Table 3). Accuracy of cost information, the most important quality expected by the client was least met prior to the adoption of ICT but improved significantly after its adoption (Table 3). The result further revealed that the adoption and use of technological innovation in the practices of the firms had brought about a significant improvement in the accuracy, timeliness, precision and relevancy of their services (cost information). In addition, the services rendered (cost information) become more secured, appropriate, understandable and complete (See Table 3). Even though the expectation of the clients were not met both before and after the adoption of the technology, the adoption and use of the technology has significantly enhanced the overall quality of the services (cost information) rendered by the
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EJISDC (2010) 42, 7, 1-9

practicing quantity surveying firms (See Tables 4 and 5). Thus, the services of the firms significantly improved (greater SERVQUAL score) after the adoption period over their services prior to the adoption period (see Table 5). Finally, the result of the oral interview conducted on the respondents revealed that the un-met expectations of the clients experienced after the adoption of the technology is due to poor ICT infrastructural facilities and inadequate power supply which according to Akintoye, (2004) and Stubb (2005) is peculiar to developing countries like Nigeria. 7. CONCLUSION From the foregoing, it can be concluded that the technological innovation has positively impacted on the quality of quantity surveying services in the country. In addition, it could have enabled (aided) the firms to meet the high expectations of the client were it not for the poor ICT infrastructural facilities and inadequate power supply in the country. In this wise, the Federal Government has a vital role to play at improving the ICT infrastructural facilities and power supply in the country to fully exploit the benefit of the technology in the Nigerian Construction Industry. In all, the positive influence of the technology on the overall quality of the services of the firms is an indication that it is a suitable and veritable tool for enhancing or improving the services of the firms in the country. 8. REFERENCES Adeoye, A.A. (1996) Computerized Information System for Surveyors, Information Management Consultants, Lagos. Akintoye, A (2001) Quantity Surveying; An art or Science? A researchers Perspective, in: Moneke, G.O. (Ed.): Quantity Surveying and Total Cost Management, The Nigerian Institute of Quantity Surveyors, Lagos, 1941. Anyadike, E.I (2001) Quantity Surveying and Epistomics Imperative for National Consciousness, in: Moneke, G.O. (Ed.) Quantity Surveying and Total Cost Management, The Nigerian Institute of Quantity Surveyors, Lagos, 86-109. Ayeni, A.A. (1989) Computers Making your choice, Lagos Q.S. Digest, 3, 2, 4-5. Crafford, J. and Nkado, R. (2003) The Design Teams Views of Quantity Surveying Competencies, Paper presented at the 1st Postgraduate Conference, Port Elizabeth, South Africa. Durodola, O.D. (2004) Communicating An Essential Quantity Surveying Tool, Paper presented at the 21st Biennial Conference of the Nigerian Institute of Quantity Surveyors, Ibadan, November, 24. Goyal, M.L. (1991) Information Technology in Everyday Life, Tata McGraw Hill Publishing Co. Ltd., New Delhi. Lewis, R.C. and Booms, B.H. (1983) The Marketing Aspects of Service Quality, in: Berry, L., Shostack, G. and Upah, G. (Eds.) American Marketing Association, Chicago 99107. Mogbo, T.C. (1998) The Development and Management of Motor Roads in Nigeria, The Quantity Surveyor, Nov. / Dec. 29-34. Nigerian Institute of Quantity Surveyors (1998) Directory of Members and Quantity Surveying Firms , (4th ed.) NIQS, Lagos. Odusami, K.T. (1999) :A Survey of Current Trends in Quantity Surveying Consultancy Practice in Nigeria, The Quantity Surveyor, January /March 5762. Ogunsemi, D.R. (2004) Meeting the Challenges of National Developing - A Case for Review of Quantity Surveying Curriculum, Paper presented at the 21st Biennial Conference of NIQS, Ibadan, November, 24th27th.

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Oladapo, A.A. (2006) The Impact of ICT on Professional Practice in the Nigerian Construction Industry, The Electronic Journal of Information System in Developing Countries, 24, 2, 119. Olalokun, F.A. (1987) The Second Tier Foreign Exchange Market (SFEM) and the Construction Industry in Nigeria Options and Challenges, Construction in Nigeria, Lagos, 4, 1, 48. Page, M., Pearson, S. and Pryke, S. (2004) Innovative and Current Practice in Large UK Quantity Surveying firms, RICS Foundation Research Paper Series, 4, 25, http://www.rics.foundation.org. Parasuraman, A., Zetham, V. and Berry, L. (1985) A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, 49, 4, 41-50. Peansupap, V. (2004) An Exploratory Approach to the Diffusion of ICT in a Project Environment, Thesis submitted to School of Property, Construction and Project Management RMIT University, http://adt.ib.mit.edu.au/adt/public/adt - VIT 20050331.101946.1019461. Procter, C.J. and Rwelamils, P.D. (1999) Service Quality in the Quantity Surveying Profession in South Africa, Paper delivered at CIBW55 W65 Joint Triennial Symposium, Cape Town. September, 5th-10th. Seeley, I.H. (1997) Quantity Surveying Practice,(2nd Edition), Macmillian, London. Smith, P. (2004) Trends in Australian Quantity Surveying Profession, at http://www.icoste.org/round. TijaniAlawe, B.A. (2004) Entrepreneurship Process and Small Business Management, Industrial Science Centre, Sango Ota.

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