Einfluss agiler Softwareentwicklung auf die Kundenzufriedenheit im Business-to-Business-Kontext: Theoretische Konzeption und empirische Evaluierung des Modells

This dissertation examines the impact of agile software development on customer satisfaction from the perspective of external customers in the German business-to-business (B2B) context. The primary research question is whether and how agile software development influences customer satisfaction in this setting. By integrating theories of service quality and customer satisfaction with principles of agile software development, a novel theoretical model is developed and empirically tested.

Data were collected through an online survey, resulting in 444 completed questionnaires from Germany. The data were analysed using structural equation modelling (SEM), specifically co-variance-based structural equation modelling (CB-SEM). The study places a clear focus on the role of the customer and examines the perspectives of software recipients in various B2B sectors.

The results show that agile software development has both direct and indirect effects on customer satisfaction. Process-related satisfaction is most affected, while satisfaction with the final result and overall satisfaction show more moderate effects. In addition, significant relationships were identified between different dimensions of customer satisfaction. Moderating effects of gender and age were also observed, influencing how different demographic groups experience the impact of agile methods.

Practical recommendations include continuous implementation and optimisation of agile methods, regular use of customer satisfaction measurement tools, and staff training. Theoretically, future research should replicate the study with larger or more representative samples, explore additional moderating variables, and validate the model in different countries and industries.

This dissertation provides valuable insights for both academic research and practical applications, and enhances the understanding of how agile software development affects customer satisfaction in the B2B context.