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Drivers of Customer Satisfaction in a Project-Oriented, Business-to-Business Market Environment: An Empirical Study

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Global Perspective for Competitive Enterprise, Economy and Ecology

Part of the book series: Advanced Concurrent Engineering ((ACENG))

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Abstract

Quantitative analysis with respect drivers of customer satisfaction in a projectoriented, business-to-business environment is very scarce. The aim of this paper is to make headway into this terrain by statistical analysis of quantitative empirical research. Five drivers of satisfaction are posited. Analysis of 41 observations shows that the overall model is highly reliable, valid and generalizable. The overall model fit is excellent. Bi-variate correlation shows the promise of the individual drivers of satisfaction. However, multiple regression analysis suffers from a large degree of multicollinearity. Based on this regression, ‘Solution’ is the only driver of satisfaction that can unequivocally be accepted, being both significant and meeting effect size requirements. A larger dataset (N > 80) is recommended for further research to combat multicollinearity and test smaller effect sizes.

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Author information

Authors and Affiliations

  1. Faculty of Aerospace Engineering, Chair of Aerospace Management and Operations, Delft University of Technology, Kluyverweg 1, 2629 HS, Delft, Netherlands

    Wim J.C. Verhagen

  2. Aerospace Management and Operations, Delft University of Technology, Delft, Netherlands

    Wouter W.A. Beelaerts van Blokland & Richard Curran

Authors
  1. Wim J.C. Verhagen
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  2. Wouter W.A. Beelaerts van Blokland
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  3. Richard Curran
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Corresponding author

Correspondence to Wim J.C. Verhagen .

Editor information

Editors and Affiliations

  1. Department of Industrial Management, National Taiwan University of Science and Technology (NTUST), 43 Keelung Road, Section 4, 106, Taipei, Taiwan, Province of China

    Shuo-Yan Chou

  2. Department of Industrial Engineering and Management, National Taipei University of Technology, No.1, Section 3, Chung-Hsiao E. Road, 106, Taipei, Taiwan, Province of China

    Amy Trappey

  3. Inst. Machine Design Fundamentals, Warsaw University of Technology, Narbutta 84, 02-524, Warszawa, Poland

    Jerzy Pokojski

  4. Department of Mechanical Engineering, National Taiwan University, 1 Roosevelt Road, Section 4, 106, Taipei, Taiwan, Province of China

    Shana Smith

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© 2009 Springer London

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Verhagen, W., Beelaerts van Blokland, W., Curran, R. (2009). Drivers of Customer Satisfaction in a Project-Oriented, Business-to-Business Market Environment: An Empirical Study. In: Chou, SY., Trappey, A., Pokojski, J., Smith, S. (eds) Global Perspective for Competitive Enterprise, Economy and Ecology. Advanced Concurrent Engineering. Springer, London. https://doi.org/10.1007/978-1-84882-762-2_79

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  • DOI: https://doi.org/10.1007/978-1-84882-762-2_79

  • Publisher Name: Springer, London

  • Print ISBN: 978-1-84882-761-5

  • Online ISBN: 978-1-84882-762-2

  • eBook Packages: EngineeringEngineering (R0)

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