Customer centric success measures in project management Online publication date: Thu, 12-Sep-2019
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.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Excellence (IJBEX):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com