Journal ArticleDOI
Determinants of client satisfaction in web development projects from freelance marketplaces
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In this paper, the authors identify the major factors of client satisfaction that are critical for web development projects in freelance marketplaces, such as Upwork, Freelancer, Fiverr, Guru, Envato Studio etc.Abstract:
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.,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.,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.,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.,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.,This presents the first study on the determinants of CS in web development projects from freelance marketplaces.read more
Citations
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TL;DR: The importance of e-service and e-satisfaction in the education sector has increased nowadays due to the COVID 19 pandemic and most of the universities have shifted to electronic platforms to communicate with their students as discussed by the authors.
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The ecosystem of drivers for electronic procurement adoption for construction project procurement: A systematic review and future research directions
Sitsofe Kwame Yevu,Ann T.W. Yu +1 more
TL;DR: In this paper, the authors present a review of research developments on the ecosystem of driving forces for electronic procurement (e-procurement) on project procurement and propose directions for future research for an effective adoption and sustained usage.
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Customer experience in the B2B area: The impact of age-related impressions
TL;DR: In this article, a qualitative study's results highlight the impact of age impressions on service expectations and perceptions in a business-to-business (B2B) context and identify several dimensions of age impression that allow for adapting service personnel to a B2B context, and also contributes to recent customer experience (CX) literature, as it emphasizes the context factors' role in the service encounter.
References
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