دانلود رایگان مقاله تاثیر برتری محصول بر رضایت مشتری در مدیریت پروژه

Abstract

This paper investigates direct and moderating role of product superiority between project management and customer satisfaction. The data comes from customer satisfaction surveys conducted for a Fortune 500 company in building control systems industry. Data was aggregated over 18 consecutive months with 3129 surveys completed. Results showed that product superiority in project management has a significant direct impact on perceived customer satisfaction throughout the project. Furthermore product superiority somewhat strengthens the relationship between the project management stages and customer satisfaction. Due to this dual impact of the product superiority on the project management and customer satisfaction relationship, product superiority is a quasi-moderating variable in statistical terms. The results also suggest that product superiority, being a precursor for customer satisfaction, has lower impact on customer satisfaction than the actual project management aspect. This may be an indication of the higher service rather than product oriented nature of the system delivery projects.

6. Discussion

Hypotheses 1 through 4 were accepted in our study as in each model's case a highly significant p-value (p b 0.001) was exhibited in Tables 5 through 8. However, as indicated in Table 5, the most significant p-value and the highest R2 (0.451) was seen in the Hypothesis 1 scenario of product superiority acting as a direct impact on customer satisfaction together with the three project management stages. Hypothesis 1 was one of the main questions in the study aiming to determine if product superiority played a direct role in customer satisfaction and the project management relationship. This higher significance indicates that product superiority plays a greater, and more direct role for the customer perceptions in the project management relationship, rather than a moderating one as indicated with Hypotheses 2–4.