Determinants of client satisfaction in web development projects from freelance marketplaces

Naveed Ul Haq · Ammar Aftab Raja · Safia Nosheen · Muhammad Sajjad

26 citations0/0 files storedInternational Journal of Managing Projects in Business

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Outsourcing and Supply Chain Management

Abstract

Purpose The purpose of this paper is to identify the major factors of client satisfaction (CS) that are critical for web development projects in freelance marketplaces. This quantitative study is done from the point of view of the web development services clients. Five major dimensions were proposed as determinants of CS from the literature review: ease of use, user interface, information, security and privacy. Design/methodology/approach A web-based survey methodology is used as the main data collection instrument. Statistical techniques such as confirmatory factor analysis and multiple linear regressions are used to analyze 162 responses of questionnaires. Findings The findings suggest that all factors do influence CS. In terms of strength, security had the highest level of impact on CS, so it is the strongest determinant among all factors. After security, ease of use and information are considered as strong determinants. So, this study concludes that the five major determinates do affect CS in web development projects from freelance marketplaces. Research limitations/implications This research is limited only to the top freelance marketplaces, such as Upwork, Freelancer, Fiverr, Guru, Envato Studio, etc. The sample size is relatively small and this study is focused on web development projects only. Moreover, this research is focused only on the characteristics or attributes of the projects final outcome, i.e. website. Practical implications This study attempts to identify the important factors that have a relation with CS, thus giving freelancers an indication of what to look for when working on any web development project posted by any client in a freelance marketplace. Understanding the determinants of CS will also help Pakistani information technology freelancers involved in web development projects and services to increase their project performance, improve their CS rate and increment client following. Originality/value This presents the first study on the determinants of CS in web development projects from freelance marketplaces.

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