Impact of Early-Phase Project Variables on Project Customer Satisfaction
While identifying the determinants of project performance is vital to project success, few studies investigate the influence of early-phase project variables on project customer satisfaction. This study examines the effects of early-phase project-management variables on project customer satisfaction. The research results from a study of 121 capital projects drawn from 121 organizations using a longitudinal design show that the performance variables of team, quality, change and scope in the initiation and planning phase of capital projects significantly influence project customer satisfaction at completion. Subsequent hierarchical regression analysis using a maximum adjusted R-squared improvement procedure reveals that the optimal estimating model composed of team, quality, and change management performance variables explains 83% of variation in the project customer satisfaction data. The results also reveal that team provides the highest explanation of the variation in the project customer satisfaction data.
Keywords - Project Management, Customer Satisfaction, Performance, Longitudinal Research, Regression Analysis.