Abstract
Customer satisfaction is driving today’s businesses as companies large and small are raising its importance on their platforms. The relationship between project management and customer satisfaction can show to what extent project management has penetrated in the industries. The valuable data obtained and published by Nikkei BP on customer satisfaction and project management along with other factors are analyzed in this paper in the context of the Kano Model of customer satisfaction. The intent is to determine whether or not project management belongs to attractor type. The same analysis on the quality, cost, and delivery data provides a comparison between project management and these factors and shows where project management stands today. Then discussions on the penetration of project management and its role in boosting customer satisfaction are made.
