Influence of Communication on Client Satisfaction in Information System Projects: A Quantitative Field Study

Abstract

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.