Influence of Communication on Client Satisfaction in Information System Projects

A Quantitative Field Study

Article Quality Management, Communications Management 1 February 2017

Project Management Journal

Diegmann, Phil | Basten, Dirk | Pankratz, Oleg

How to cite this article:

Diegmann, P., Basten, D., & Pankratz, O. (2017). Influence of Communication on Client Satisfaction in Information System Projects: A Quantitative Field Study. Project Management Journal, 48(1), 81–99.
This study illuminates the role of client-vendor communication in relation to project performance and client satisfaction in information system projects. Results from a field study with managers on the client side suggest that both process and product performance positively influence the confirmation of expectations; however, process expectations do not, which might be due to the normality of budget and schedule overruns. Furthermore, client-vendor communication wields an important influence on client satisfaction. Future research should address the contributions of different communication mediums and contrast agile and non-agile projects.
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