scholarly journals The Impact of Project Performance on Customer Satisfaction

2021 ◽  
Vol 12 (3) ◽  
pp. 5658-5668
Author(s):  
Ahmad Syamil Et. al.
Keyword(s):  
Risk Management ◽  
Customer Satisfaction ◽  
Project Performance ◽  
Validity And Reliability ◽  
Project Schedule ◽  
Communication Management ◽  
Management Performance ◽  
Project Deliverables ◽  
Performance Project ◽  
The Impact

Project management performance, which means the overall capability of the performing project team to deliver the project to satisfy the customer’s requirements, has always been considered as one major key in achieving customer satisfaction, especially in a business-to-business organizational relationship. In this research, the researchers tried to find out how project performance actually impacts upon customer satisfaction. The project performance consisted of variables project scope management performance, project schedule management performance, project cost management performance, project human resource management performance, project risk management performance, project quality management performance, project communication management performance and project stakeholders management performance. Method. This research used quantitative approach. Data is collected through questionnaire distribution to companies in Jakarta and Bandung. Samples are respondent’s representative of companies, hold managerial position or decision maker. From around 400 distrubuted questionnaire, this researched managed to collect 112 valid response from 112 companies. Data is analyzed its validity and reliability and hypotheses testing employ regression analysis with SPSS software. Findings The research found that, In Indonesia, especially for the private sectors (93% of the respondents came from the private sectors, and only 7% come from public sectors), only four variables, which were project schedule, cost, human resources and risk management performance that significantly affected customer satisfaction. When the researcher interviewed 20 of the respondents most of them were the upper management in their organization, and most of them agreed on these findings. One of the most acknowledged reason for this is because most of the projects in the respondents’ projects were triggered by senior management decisions rather than fulfilling the organizations’ needs or the project deliverables’ users. These users were the ones who actually would use the project deliverables either in the form of products, applications, SOPs or even services. It was a very interesting finding, that many organizations actually conducted projects without actually needing the project’s outcomes. An organization should create a project to support its program, portfolio, vision and mission.

Evaluation of the impact of risk management on project performance in small construction firms in South Africa

2019 ◽  
Vol 18 (3) ◽  
pp. 611-634 ◽  
Author(s):  
Christopher Amoah ◽  
Leon Pretorius
Keyword(s):  
Risk Management ◽  
Project Performance ◽  
Content Type ◽  
Construction Firms ◽  
Construction Companies ◽  
Management Processes ◽  
Project Failures ◽  
Project Deliverables ◽  
The Impact

Purpose Risk management has become an integral part in businesses around the world. In the construction industry, risk management has also been introduced and has been mainly entrusted in the hands of the project team to go through a laid down risk management processes to identify possible risk events, which may occur during the project execution and the impact they may have on the project deliverables should they occur. It is, however, believed that small construction firms do not take risk management as a serious exercise even though most of the project risks are transferred to them as subcontractors. The purpose of this study was, therefore, to investigate risk management processes in the small construction companies and the impact of risk management on their project deliverables. Design/methodology/approach A case study of a single construction company was used for this study. Data were collected through structured questionnaire to 16 respondents who are involved in the project execution in the case study company. Two managing directors of the case study company were also interviewed. In total, 11 project site meetings were also attended to observe meeting proceedings and to record issues discussed. In total, 15 monthly project reports and project close-out reports were also studied. In total, One hundred and five completed projects of which 58 per cent were renovation projects, 27 per cent were new projects and 15 per cent were civil/structural works were also examined. The data were then analysed using excel analytical tool and the content analysis method. Findings The findings indicate that small construction companies with respect to the case study company do not have a specific laid down risk management processes that project team are made to go through before and during the execution of their projects. There is, however, no conclusive evidence regarding the impact of risk management on project performance as a significant number of projects done were able to meet a successful project performance indicators even though risk management exercises were not done. Some of the identified risk events that caused project failures are payment delays, labour related issues, subcontractor/main contractor related issues, insufficient contingency reserves/plan, etc. Research limitations/implications Only one construction company was used as a case study for this research and all sources of data were related to a single company. The results may, therefore, be not generalisable. Practical implications The research has discovered that projects outcome could have improved tremendously if proper risk management exercises were implemented before project execution as most of the causes of project failures could have been identified through the risk management processes. This study, hence, gives an insight as to why small construction firms like the case study company should take risk management seriously in their projects execution to improve on the performance of their projects. Originality/value The research has discovered that projects outcome could have improved tremendously if proper risk management exercises were implemented before project execution as most of the causes of project failures could have been identified through the risk management processes. This study, hence, gives an insight as to why small construction firms like the case study company should take risk management seriously in their projects execution to improve on the performance of their projects.

scholarly journals RERANGKAINTEGRASI NILAIPELANGGAN DAN KINERJA MANAJEMEN HUBUNGAN PELANGGAN BERDASARKAN PERSEPSI PELANGGAN KORPORAT

2010 ◽  
Vol 9 (1) ◽  
Author(s):  
Ellen Dwi Cahya ◽  
Siti Rahayu ◽  
Ema Andajani
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Behavior ◽  
Customer Relationship ◽  
Management Performance ◽  
Behavior Based ◽  
The Impact

This research focuses on the influence of the dimensions of customer value to the customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance; the influence of customer satisfaction on brand loyalty and customer behavior-based Customer Relationship Management performance; the influence of brand loyalty to customer behavior-based Customer Relationship Management performance. Based on samples taken the corporate customer Hotel Roditha Banjarmasin, then this research shows that customers value that includes emotional value, functional value has a significant impact on customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance, while the other dimensions of customer value customer perceived sacrifices have no significant impact on customer satisfaction, brand loyalty, but the impact on customer behavior-based Customer Relationship Management performance and social values have a significant impact on customer satisfaction and brand loyalty; customer satisfaction has a significant impact on brand loyalty and customer behavior-based Customer Relationship Management performance ; and brand loyalty has a significant impact on customer behavior-based Customer Relationship Management performance

scholarly journals Prediction of Climate Risk Management in Infrastructure Projects

2019 ◽  
Vol 8 (11S2) ◽  
pp. 268-272
Keyword(s):  
Risk Management ◽  
Construction Projects ◽  
Climate Risk ◽  
Annual Number ◽  
Project Schedule ◽  
Risk Environment ◽  
Construction Period ◽  
History Of ◽  
Construction Schedule ◽  
The Impact

Risk Management in Construction Project is playing important role to achieve successes of the Project. Risk is in everywhere and every project particularly in construction has innumerable risks occurring before construction and during construction period. Most of the risks are repeatedly occurring but the impact & probability of risk is varying. However, the climate risk may lead to impact the Time, Cost and losing an opportunity Cost of the project. This study is to create a model for risk data collection, risk analysis, risk interpretation with the combination of project schedule and cost, India climate is varying from states to states especially the annual number of raining days different from 10 to 130 days throughout India and its impact the construction schedule 3% to 36% on average, Temperature is verifying for winter (0C to 25C) and summer (25C to 50C) is also impact the productivity of project this will reflected in the Project Cost 1% to 10% on average. The History of Climate we can identify the Climate Risk, Environment Risk, impact the time and Cost. However, this paper is measuring and handling risks to help for upcoming construction projects.

scholarly journals The Impact of Trust On E-Marketing And Customer Satisfaction In The Commercial Banks Of A Developing Country

2021 ◽  
Vol 58 (1) ◽  
pp. 2602-2614
Author(s):  
Ali Ismail Ali Algnaidi, Arun Kumar Tarofder, S. M. Ferdous Azam
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Banking Sector ◽  
Banking Industry ◽  
Primary Data ◽  
Validity And Reliability ◽  
Spss Software ◽  
The Impact ◽  
The Relationship ◽  
Self Administered Questionnaire

The purpose of this paper is to determine, based on e-marketing, the customer satisfaction of Libya's banking industry. This is an empirical research designed using primary data gained by a well-structured questionnaire. After validity and reliability checking of a self-administered questionnaire using the SPSS software, the analysis was performed. The questionnaire was circulated in Misurata, Libya, to a sample of 350 bank customers. This paper provides a valuable contribution, as there are only a few studies dealing with the evaluation of e-marketing components in Libya's banking industry. The results have shown that the relationship between consumer satisfaction and e-marketing is significant here. Regression analysis found that all these factors positively impacted customer satisfaction in the Libyan banking sector based on three distinct independent variables (mobile phones, internet and credit cards). For bank management, which looks forward to innovative market models to gain customer satisfaction by trust-building, this study has huge implications.  

scholarly journals PENGARUH PROSES DAN BUKTI FISIK TERHADAP KEPUASAN KONSUMEN DI HOTEL SANTIKA BANDUNG

2018 ◽  
Vol 8 (2) ◽  
Author(s):  
Muhammad Iffan ◽  
Raeni Dwi Santy ◽  
Rengga Radiaswara
Keyword(s):  
Regression Analysis ◽  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Random Sampling ◽  
Sampling Method ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Physical Evidence ◽  
The Impact

This research aimed at determining the impact of process and physical evidence on customer satisfaction. Methods used in this research was quantitative analysis using multiple regression analysis with validity and reliability test. Sampling method used in this research is random sampling through the distribution of a series of questionnaires to 93 customers at Santika Hotel as a case study. This research investigated process and physical evidence that affected customer satisfaction. The result showed that both variables have significant effect on customer satisfaction either partially or simultaneously.Keyword: Process, Physical Evidence, Customer Satisfaction

scholarly journals The Impact of Soft Skills of Project Managers in Construction Project Performance as the Mediation Role of a Conceptual Project Risk Management

2020 ◽  
Vol 6 (1) ◽  
pp. 16-19
Author(s):  
Nasser Salim Al Saadi ◽  
Abdul-Kahar ◽  
Prof. Madya Dr. Norhayati Binti Zakuan
Keyword(s):  
Risk Management ◽  
Soft Skills ◽  
Project Performance ◽  
Project Managers ◽  
Theoretical Research ◽  
Future Research ◽  
Project Risk Management ◽  
Conceptual Approach ◽  
Project Risk ◽  
The Impact

This paper is a conceptual data presentation and analysis on the impact of soft skills of project managers in the construction industry as the target survey which is vital since rapid economic development has increased the demand for construction of infrastructure and facilities around the globe. The methodology used in this study is a conceptual approach based on qualitative analysis of theoretical research and empirical data. The review of literatures and discussions from previous studies showed that project management soft skills can be correlated with project risk management and project performance. It recommended future research of this topic quantitatively.

scholarly journals ANTESEDEN DAN KONSEKUENSI DARI PRICE SATISFACTION

2012 ◽  
Vol 5 (1) ◽  
pp. 13
Author(s):  
Steven Dharma ◽  
Asep Hermawan
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Relative Price ◽  
Price Fairness ◽  
Validity And Reliability ◽  
Price Transparency ◽  
The Impact

<span><em>The purpose of this paper is to explore the antecedents and consequents of price satisfaction. </em><span><em>It argues that price satisfaction is composed of several dimensions (price transparency, pricequality ratio, relative price, price confidence, price reliability, and price fairness) and that </em><span><em>companies should consider these dimensions when monitoring customer price satisfaction.</em><br /><span><em>Based on a theoretical discussion of the price dimensions, a questionnaire is developed that </em><span><em>measures customer satisfaction with individual price dimensions. Using structural equation </em><span><em>model analysis, the impact of price satisfaction dimensions on overall price satisfaction is </em><span><em>measured, using a sample of 100 respondent that also customers from several car workshops.</em><br /><span><em>The research was analyzed with Structural Equation Model to analyze the path effect between </em><span><em>the variable to answer the hypothesis testing. Before doing the structural equation model, the</em><br /><span><em>data was tested with instrument testing, consist of validity and reliability test. Goodness fit </em><span><em>measure was also used to make sure that the structural equation model in good fit condition.</em><br /><span><em>The result showed that price satisfaction, price confidence, price quality ratio, price fairness, </em><span><em>and price transparency have significant effect toward price satisfaction. The relative price </em><span><em>variable didn’t have significant effect toward price satisfaction. For the price satisfaction </em><span><em>toward word of mouth, also didn’t give significant result. Based on the measurement of price </em><span><em>satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction </em><span><em>and relative importance in different market segments and, consequently they are able to take </em><span><em>the right measures to increase customer satisfaction and word of mouth.</em><br /><strong><em>Keywords : </em><em>Price satisfaction, word of mouth, car workshop.</em></strong></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span>

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