Document Type : Original Article
Department of Civil Engineering, Imam Khomeini International University, Qazvin, Iran
Department of Industrial Engineering, Payame Noor University, Tehran, Iran
Many factors play a role in the life cycle of construction industry projects, focusing on human resources and relationships as the main axis of business development. Thus, the conflict of interests between the stakeholders in the construction industry projects is a clear and challenging problem. The increased number of stakeholders in the project complicates human relationships and, consequently, increases the possible conflicts. The conflicts may result in claims if not resolved. The success of construction projects and their cost and time management can be affected by the poor management of claims. Therefore, this research aims to take a significant step to improve the efficiency of projects by identifying and ranking the causes of claims and analyzing their effects on key efficiency indicators. Firstly, causes of claim are collected according to experts’ opinions and literature and classified based on key efficiency indicators using the integrated analytic hierarchy process-technique for order preference by similarity to ideal solution (AHP-TOPSIS) technique. According to findings, delays with a proximity coefficient of 0.728 are the most significant factors in making claims with a great effect on the key efficiency indicators of the construction project. The changes in most construction projects are ranked in second place, followed by acceleration command, extra work, changing workshop conditions, and contractual ambiguities. The present study results may reduce the challenges in managing the construction industry claims and ensure the successful completion of projects.