A maturity model and an evaluation system of software customer satisfaction: the case of software companies in Korea

The importance of software has been growing rapidly owing to the development of various Internet and e-business applications. One of the active research areas in software involves its evaluation methods or models. The traditional approaches to software evaluation are based on the development process...

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Bibliographic Details
Published in:Industrial management + data systems 2004-05, Vol.104 (4), p.347-354
Main Authors: Seong Leem, Choon, Yoon, YongKi
Format: Article
Language:English
Subjects:
Case studies
Computer software
Customer feedback
Customer satisfaction
Customer services
Electronic commerce
Information systems
Software development
Software industry
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Summary:The importance of software has been growing rapidly owing to the development of various Internet and e-business applications. One of the active research areas in software involves its evaluation methods or models. The traditional approaches to software evaluation are based on the development process point of view, and their major concerns are not strongly related to user or customer-oriented evaluation of software. In this paper, a maturity model and a corresponding evaluation system are suggested that focuses on software customer satisfaction. As a case study, they are applied to 18 software companies and their 180 customers in Korea to prove their practical values.
ISSN:0263-5577
1758-5783
0263-5577
DOI:10.1108/02635570410530757