The Impact of Claims Management Practices on The Quality of Contractor-Client Relationships and Project Performance
| dc.contributor.advisor | Bethelhem Fikru (PhD) | |
| dc.contributor.author | Mulualem Birmeta | |
| dc.date.accessioned | 2026-11-06T04:55:45Z | |
| dc.date.available | 2026-11-06T04:55:45Z | |
| dc.date.issued | 2026-10 | |
| dc.description.abstract | Claims are not only legal issues, but a fact of life, and embedded in the contract formulation, Design preparation, contract interpretation, contract management and project cost estimation, which are all part and parcel of the complexities inherent in the industry. This research is concerned with exploring and controlling these claims and the impact on two important outcomes of a project: project performance and the relationships between the contractors and the clients. A significant contribution of the study is that it moves beyond the technical processes of construction to explore more relational impacts. The data were collected from a survey of 91 valid response out of 115 professionals who were sampled from contractors, consultants, and clients and were subsequently analysed by using SPSS (v.27) regression and mediation modelling. Cronbach’s Alpha of 0.967 were confirmed while checking the data reliability. Where the results are signifying claims management boosts contractor–client trust (r=0.747p<0.001) and its impact on project performance, though significant, is more moderate (r= 0.611 p<0.001). In addition, Regression modelling depicts claims management is a strong predictor of success, accounting for 37.3% of the variance in project performance. In particular, the practice of systematically documenting, along with faster resolution timelines and collaborative negotiation tactics that are shown to enhance professional trust and maximize cost, time and quality parameters. Mediating analysis results showed something surprising: relationship quality is not really a mediator between performance and claims management, but both of these factors are independent variables that can lead to success. Also, the results provide only partial evidence of the moderating effect of CCRS. This implies even when a relationship is strained, if they have to get things documented in detail and resolved timely, a project’s completion date and timeline can still be saved. Lastly, the study calls for a shift from the traditional to digitalised processes and towards proactive negotiation as important instruments for managing the construction project landscape. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/9349 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Abeba Universty | |
| dc.subject | Claims Management | |
| dc.subject | Project Performance | |
| dc.subject | Contractor–Client Relationship | |
| dc.subject | Construction Industry | |
| dc.subject | Dispute Resolution | |
| dc.title | The Impact of Claims Management Practices on The Quality of Contractor-Client Relationships and Project Performance | |
| dc.type | Thesis |