Customer centric success measures in project management
by Matti J. Haverila; Kai C. Haverila
International Journal of Business Excellence (IJBEX), Vol. 19, No. 2, 2019

Abstract: This research investigates 3,129 system delivery projects in the facilities management industry with an aim to understand customers' perceptions of customer relationship quality, satisfaction, repurchase intent and the role of the value for money construct in the customer satisfaction and repurchase intent context. To test the hypotheses, the partial least squares (PLS) structural equation modelling was used to test the theoretical model. The findings show a significant and positive relationship between the relationship quality and customer satisfaction as well as between customer satisfactions and repurchase intent. Furthermore, it was discovered that the value for money construct is not directly related to customer satisfaction; instead it was found to partially mediate the customer satisfaction and repurchase intent relationship. The study contributes to an increased understanding of the customer perceptions regarding relationship quality, customer satisfaction and repurchase intent and the role of value for money in complex system delivery projects. Future research opportunities will be discussed as well.

Online publication date: Thu, 12-Sep-2019

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