Impact of client vendor communication on client satisfaction in information system based projects
International Journal of Managing Projects in Business
ISSN: 1753-8378
Article publication date: 27 August 2021
Issue publication date: 9 May 2023
Abstract
Purpose
The research focuses on the impact of client vendor communication on client satisfaction in information system projects and after client satisfaction that will bridge them toward the information system continuance intention of clients. Importance of this study is to understand the effect of client-vendor communication on client satisfaction.
Design/methodology/approach
The sample size of the study was 200 respondents and data was collected from electrical manufacturing industries. It is a quantitative field study, and the time horizon of this study is cross-sectional. The data collected was then analyzed by doing the structural equation modeling in PLS-SEM in order to examine the relationships.
Findings
Findings of this study likewise demonstrate the mediating impact of client satisfaction between the relationship of client-vendor communication and information system continuance intention as well as between the relationship of expectation confirmation and information system continuance intention. Future studies may include the multi-motive information system continuance model (MISC) to explain the constructs in more depth because it includes different dimensions of expectation confirmation which will help more to understand information system continuance intention.
Originality/value
This study determines the role of information system continuance intention in terms of client-vendor communication and expectation confirmation through the impact of mediator client satisfaction. Previous studies have explained that client-vendor communication affects client satisfaction positively and confirmation also positively affects the client satisfaction. For this research study, the authors have identified the following research gaps. The authors also have found out that the following study is significant in a related study taken in the developed countries. On the contrary, the authors will follow the study and further observe the impact of improved risks in different cities of Pakistan that how client-vendor communication are affecting the success of information
Keywords
Acknowledgements
This Study is funded by “The New Style Think Thank of Shaanxi Universities: Research Centre for Auxiliary Chemistry and New Material Development, Shaanxi University of Science and Technology and Project Number ACNM-202202”.
Corrigendum: It has come to the attention of the publisher that the article by Rasool, Z., Xue, J., Awesi, J., Syed, A.A. and Zahid, F. (2021), “Impact of client vendor communication on client satisfaction in information system based projects”, published in International Journal of Managing Projects in Business, Vol. ahead-of-print No. ahead-of-print, previously listed the author names of Syed Arslan Abbas and Zahid Farooq incorrectly as Arslan Abbas Syed and Farooq Zahid. The authors names have been corrected online. The authors sincerely apologise for this.
Citation
Rasool, Z., Xue, J., Awesi, J., Abbas, S.A. and Farooq, Z. (2023), "Impact of client vendor communication on client satisfaction in information system based projects", International Journal of Managing Projects in Business, Vol. 16 No. 3, pp. 592-609. https://doi.org/10.1108/IJMPB-10-2020-0305
Publisher
:Emerald Publishing Limited
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