Abstract
In a survey of CEOs of multinational corporations worldwide, becoming more customer focused, increasing customer satisfaction, and improving customer loyalty were among the primary challenges their companies were facing. Research has shown that increasing customer satisfaction typically leads to improved financial performance of various types. However, little is known about the factors that drive customer satisfaction in project management. This research investigates 3129 system delivery projects in the facilities management industry to understand how customers' perceptions of project management performance at the different lifecycle phases of projects are associated with customer satisfaction and relationship quality. In addition the decision-making role of the respondent as moderator is also investigated. The findings show a significant and positive relationship between customer perceived project management performance at the different phases of the project and customer satisfaction and relationship quality. The study contributes to an increased understanding of the drivers of customer satisfaction and relationship quality in complex system delivery projects. Future research opportunities are also discussed.
Published Version
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