Enhancing customer satisfaction through agile approach: case study in a telecom company in Algeria

Abstract

There is a growing demand for modern development methodologies that prioritize flexibility in accommodating changes in customer requirements. Agile project management has emerged as a solution to address these evolving demands by placing customer satisfaction at the core of its principles. This study aims to identify the factors that influence customer satisfaction within agile projects. A quantitative approach was employed, utilizing a questionnaire survey distributed to 42 experienced employees at Ooredoo, a telecommunications operator in Algeria. The findings revealed that collaboration and quality improvement are the primary factors enhancing customer satisfaction in agile project management. However, the results indicated no statistically significant relationship between prioritizing value creation and customer satisfaction. This study highlights how the agile approach enhances customer satisfaction, beyond just measuring its effects. Practically, agility helps organizations thrive in dynamic, competitive settings, boosting customer satisfaction and securing a sustainable edge. However, success depends on cultivating an adaptive mindset to effectively integrate and maximize agile methodologies.