Customer satisfaction, value for money and repurchase intent in the context of system delivery projects: a longitudinal study

Abstract

PurposeDrawing upon the relational exchange theory, the longitudinal relationship between various stages of project management customer satisfaction, value for money and repurchase intent are examined.Design/methodology/approachUsing a survey questionnaire, data were gathered over four consecutive quarters (N = 2,537). The statistical methods included exploratory factor analysis, confirmatory composite analysis (CCA) and partial least squares structural equation modeling (PLS-SEM).FindingsProject management was perceived as a three-dimensional construct (proposal, installation, commissioning/start-up). There was a significant longitudinal relationship between project stages and satisfaction in the complete data set. The results varied on the quarterly basis. The relationship customer satisfaction/repurchase intent was significant in the whole data set and during all quarters. This was the case for the relationships between value for money and customer satisfaction and between value for money and repurchase intent. The effect sizes were small between project management stages and customer satisfaction, small to medium for the value for money construct and large for the customer satisfaction construct.Originality/valueAn important implication is the significant relationship between the stages of project management and satisfaction. However, the effect sizes were small, however. The importance of the effect size in comparison to the significance of the relationships is highlighted especially when the sample size is large. The paper also confirms the linear relationship between satisfaction and repurchase intent. The nature of the relationship between customer satisfaction and loyalty is based on a moderate exchange relationship in the relational exchange continuum. The study contributes to the relational exchange theory in the context of project management.

Beyond design and delivery: developing a model to measure end-user satisfaction (delight) in projects

“…Literature indicates that EUS plays an essential role in project success, which may have a profound effect on any business (Haverila and Fehr, 2016). While various project success models have been proposed over the past decades, research on quantitative measurement of satisfaction has been scarce (Haverila and Twyford, 2021). This paper offered the theoretical underpinning and the introduction of a novel model to measure EUS in projects.…”

“…Customer satisfaction is a critical success indicator (Haverila and Twyford, 2021; Ika and Pinto, 2022); however, most research has assessed post-delivery success qualitatively. This study uses both quantitative and qualitative techniques to assess this.…”

“…Notably, customer satisfaction is evolving as a critical success factor (Serrador and Turner, 2015; Haverila and Twyford, 2021) and research indicates that project success must be assessed from the viewpoint of the most important stakeholder, namely the customer (Gemünden, 2015; Turner and Zolin, 2012). However, the level of satisfaction is a crucial success factor that presents itself in many ways (Haverila and Fehr, 2016).…”

“…While the importance of customer satisfaction has been recognized as an essential measure of success (Haverila and Twyford, 2021), there seems to be a lack of research not just in evaluating consumers' needs and wants but also in determining who is accountable for data collection, how data must be processed, what criteria may apply and when data gathering should take place. As a result, there is an urgent need to design a methodology for measuring EUS after the completion of a project.…”

“…2. Literature review 2.1 End-users satisfaction and project success Traditionally, success in project management (PMt) has been judged by time, cos, and an acceptable degree of quality, which might be insufficient or deceptive (Cerpa et al, 2016;Haverila and Twyford, 2021). Benefits, satisfaction and effectiveness are increasingly used as success indicators due to the growing importance of the end-users point of view (Serrador and Turner, 2015).…”