Paper Info
Title
Customer Satisfaction in IS Projects: Assessing the Role of Process and Product Performance
Abstract
Despite extensive research over the past several decades, assessing information system (IS) project success is still a challenging endeavor. While the traditional approach takes process performance (time and budget) and product performance (functional and non-functional requirements) into account, the contemporary perspective acknowledges the more comprehensive character of project success and emphasizes the criticality of stakeholder satisfaction. Continuing previous research, we propose and test a model with customer satisfaction as the uppermost criterion of IS project success and process performance and product performance as its determinants. Following recent calls for researchers to investigate the explicit linkage between success factors and success criteria, we also analyze the influence of process transparency on process and product performance. We conducted a survey via a questionnaire with IS experts in Germany. We contribute to a deeper understanding of IS project success by indicating that customer satisfaction is less a matter of time and budget and that a stronger emphasis should be placed on product performance. Moreover, our results illuminate the role of process transparency in IS projects showing that it contributes to both process and product performance.
Year
Venue
Keywords
2015
COMMUNICATIONS OF THE ASSOCIATION FOR INFORMATION SYSTEMS
Project Management,Information Systems,Project Success,Process Performance,Product Performance,Customer Satisfaction,Process Transparency
Field
DocType
Volume
Information system,Transparency (graphic),Customer satisfaction,Success factors,Stakeholder,Knowledge management,Engineering,New product development,Project success
Journal
37
ISSN
Citations 
PageRank 
1529-3181
2
0.38
References 
Authors
29
2
Name
Order
Citations
PageRank
Dirk Basten15716.67
Oleg Pankratz2154.09