Drivers of customer satisfaction in a project-oriented, business-to-business market environment: An empirical study

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. © Springer-Verlag London Limited 2009.