Beyond design and delivery: developing a model to measure end-user satisfaction (delight) in projects

Muath Abu Arqoub, Amir Naser Ghanbaripour*, Craig Langston, Greg Skulmoski

*Corresponding author for this work

Research output: Contribution to journalArticleResearchpeer-review


Purpose: This research aims to develop and test a model for measuring end-user satisfaction (EUS) in a practical manner and then statistically verify its reliability and validity. 

Design/methodology/approach: A comprehensive list of attributes using extensive literature review, focus group and brainstorming meetings were used to create a set of attributes for the model. These attributes were then used in a survey among the end-users (N = 687) of seven case studies with different characteristics (type, size and location) to assess the reliability and validity of the model. The statistical methods included reliability tests (Cronbach's alpha), confirmatory factor analysis (CFA) and correlation analysis), canonical discriminant analysis (CDA), item response theory (IRT) and model specification tests. 

Findings: EUS must be quantified before determining a project's overall performance. The analysis of repeatability and consistency (reliability and validity) performed on case studies (data collected from the end-users) strongly suggests that the EUS model is robust for a range of project types. 

Originality/value: Although many studies have proposed customer satisfaction models in the project success context, research on quantitative measurement tools is scarce. The paper departs from past research and develops and validates a new EUS model independent of project characteristics (while the study's limitations are acknowledged).

Original languageEnglish
JournalBuilt Environment Project and Asset Management
Publication statusPublished - 7 Feb 2023


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