The role of agile in customer satisfaction: case study Ooredoo Algeria

Abstract

There is an increased need for modern development methods that emphasize flexibility in customer's requirement changes. Agile project management has emerged as a solution to those constantly changing requirements by adopting customer satisfaction as a key principle. This research aims to determine which factors contribute to customer satisfaction within an agile project, a quantitative method was used, through distributing a questionnaire survey to 42 experienced employees of Ooredoo Algeria. The results of the study indicated that customer collaboration and improving quality contribute significantly to customer satisfaction; however, prioritizing value creation isn't correlated with customer satisfaction. As a conclusion, collaboration and improving quality are the key factors that enhance customer satisfaction in the context of agile project management.