Deriving a Software Quality View from Customer Satisfaction and Service Data
نویسندگان
چکیده
Most quality and cost models use defect density to represent software quality. Customer’s quality expectations are not typically based on size and complexity of the product they buy and their satisfaction can be influenced substantially by other product attributes that are not typically mapped to defects (e.g. Ease of installation and use, timely support, etc.). Consequently, new ways to measure customer view of quality are needed. In this paper, we provide analyses of customer service and survey data from eight products and discuss some key insights to lay the foundation for a better understanding of customer view of software quality. We believe that this approach can help us identify actions in software development and support that will address the concerns of our customers and improve their satisfaction with our products.
منابع مشابه
Effect of Service Quality on Customer Satisfaction Evidence from Banks in Tangail
This study attempts to determine the effect of service quality on customer satisfaction both from public and private banks in Tangail city. Service quality of different banks is observed that is provided for their customers. An attempt is made to find out which service quality dimensions may enhance customer satisfaction in a better way. To measure the service quality, an extensive survey of ba...
متن کاملDo Corporate Social Responsibility, Service Quality and Customer Satisfaction influence Brand Loyalty?
The Coronavirus (Covid-19) has become a threat to the world. The government has implemented various policies to prevent its spread, such as self-isolation, social distancing, etc. The regulation turned out to pose a big threat to many companies, especially in the retail sector. To survive in a pandemic, the company needs to ensure brand loyalty as an important factor in maintaining company stab...
متن کاملThe Effect of Organizational Culture and Information-Communication Technology on Productivity, Services Quality, Customer Satisfaction, and Change Management through Knowledge Management
Introduction: Knowledge, as the most important asset of an organization, is regarded as an economic resource. The need for and attainment of the benefits of knowledge management in health centers is highly important and sensitive because we are always faced with a flood of information about patients in health centers. Therefore, the present study was conducted in collaboration with Shahid Rahne...
متن کاملThe influential factors on the quality of electronic service in sport from Esteghlal club fans point of view
The purpose of the present research is investigation of the theoretical relationship between the main variables of online exercise performance and their impact upon rendering service quality via internet. The statistical population was included of all fans of Tehran Esteghlal sport club, who electronically and via web site purchased the fans products and received information through club media....
متن کاملThe Effect of Quality of Banking Services on Customer Satisfaction using SERVQUAL Model (Case study: Maskan Bank Branches in Tehran)
Today, the survival of organizations without a customer is considered impossible and the customer is known as the philosophy of the organization. Accordingly, the necessity to pay attention to the wants and needs of this key element and to identify the factors that cause customer satisfaction is not hidden from nobody. Hence, customer orientation has become one of the biggest organizational con...
متن کامل