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

> Communication practice is a lever for client satisfaction that project managers control directly.

- Venue: Project Management Journal 48(1), 81–99 (2017)
- Transfer: Communication practice is a lever for client satisfaction that project managers control directly.
- Contribution: My role: first and corresponding author. Led all stages of the study.
- Authors: Diegmann, P., Basten, D., Pankratz, O.
- DOI: https://doi.org/10.1177/875697281704800106

## Study

A survey-based field study using PLS path modelling. Product and process performance both positively influence the confirmation of client expectations. Client–vendor communication has a strong influence on client satisfaction. Expectations about the process were not themselves related to satisfaction, plausibly because budget and schedule overruns are treated as normal.

## Why it matters in practice

Client satisfaction depends on communication routines that project managers can set deliberately.