Workplace ecology

Langston, Craig; Alkhawaja, Abdallah

doi:10.1201/9781315622750-18

Cited by 1 publication

(2 citation statements)

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“…Below, six distinct archetypes (Langston and Alkhawaja, 2018) are described. Each is emulated by generating random numbers based on numerous characteristics.…”

Section: Discussionmentioning

confidence: 99%

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

Arqoub

Ghanbaripour

Langston

et al. 2023

BEPAM

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PurposeThis 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/approachA 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.FindingsEUS 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/valueAlthough 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).

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“…Below, six distinct archetypes (Langston and Alkhawaja, 2018) are described. Each is emulated by generating random numbers based on numerous characteristics.…”

Section: Discussionmentioning

confidence: 99%

“…This enables each end-user combined satisfaction measure to be plotted on a four-quadrant diagram. This four-quadrant (Q) diagram is adopted from the Langston and Al-Khawaja's (2018) research to indicate the scores for needs and wants. If the opinion rating is zero (i.e.…”

Section: Methodsmentioning

confidence: 99%