Cost, Quality and Customer Satisfaction of Software Products: A Field Study

1997 ◽  
pp. 99-116
Author(s):  
Mayuram S. Krishnan ◽  
Sunder Kekre ◽  
Charles H. Kriebel ◽  
Tridas Mukhopadhyay ◽  
Marc Kellner ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Field Study ◽  
Software Products

Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support

1995 ◽  
Vol 41 (9) ◽  
pp. 1456-1470 ◽  
Author(s):  
Sunder Kekre ◽  
Mayuram S. Krishnan ◽  
Kannan Srinivasan
Keyword(s):  
Customer Satisfaction ◽  
Service Support ◽  
Software Products

scholarly journals Applying CMMI Best Practices to Improve Processes

2019 ◽  
Vol 292 ◽  
pp. 01065
Author(s):  
Sussy Bayona-Oré ◽  
Josselyn Chamilco ◽  
Dayvis Perez
Keyword(s):  
Customer Satisfaction ◽  
Best Practices ◽  
Educational Institution ◽  
Verification And Validation ◽  
Competitive Market ◽  
Software Products ◽  
Management Processes ◽  
Requirements Verification

Today more and more organizations are demanding quality software products. To cover this demand, companies that provide computer solutions focus on the quality of their processes to generate value in a competitive market. This article presents the case study of an educational institution that decides to use the best practices of CMMI to improve the areas of management processes of requirements, verification and validation. The results of the improvement process show that the practices were improved, the defects decreased and the customer satisfaction was improved.

scholarly journals Pengukuran Kepuasan Pelanggan Terhadap Layanan Bidang Akademik Politeknik Negeri Semarang

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Budhi Adhiani C.
Keyword(s):  
Customer Satisfaction ◽  
Field Study ◽  
Field Work ◽  
Validity And Reliability ◽  
Study Program ◽  
Academic Field ◽  
Level Of Satisfaction ◽  
Academic Services ◽  
Exam Result

<p>The purpose of this study was to measure customer satisfaction levels <br />of academic services Semarang State Polytechnic (POLINES) in 2016, for any <br />study program as well as overall POLINES, then compared it with the level of <br />satisfaction in 2012, 2013, 2014 and 2015. Types of academic services measured <br />including services : re-registration ; licensing ; access of exam result; guidance <br />from academic guardian; compensation; scheduling lectures; implementation of <br />semester exam; implementation of field study course and field work service <br />implementation. Academic service determination of the satisfaction attributes <br />level was conducted by testing validity and reliability with Spearmen <br />correlation coefficient and Cronbach's Alpha . Measuring the level of <br />satisfaction of academic services had done by calculating the average level of <br />satisfaction measured directly. Respondents were 440 students from 22<br />programs of study at the Polytechnic of Semarang using purposive sampling. <br />The results of this study are : 1) The level of academic services satisfaction at <br />Semarang State Polytechnic as overall was satisfactory . There were 5 types of <br />academic services available at the satisfactory level, the guidance from <br />academic guardian services, the scheduling lecture services, the <br />implementation of semester exam services, the implementation of field study <br />course, and field work service implementation ; 2) Study Program of Civil <br />Construction Technique at the highest level of satisfaction academic services ( <br />3,80 ), while the Accounting Managerial Study Program at the lowest level of <br />satisfaction (2,98) ; 3) The implementation of field study course services type at <br />the highest level of satisfaction ( 3.71 ) , while the type of exam result access <br />services at the lowest level of satisfaction ( 3.10 ); 4) There were 11 study <br />program which the level of customer satisfaction on academics field services <br />were increasing compared to 2015, namely study program of Informatics and <br />Computer, Telecommunications D4, Civil Engineering, Energy Conservation, <br />Syariah Banking, International Business Management, Bridges and Roads <br />Planning, Building Maintenance and Repairment, Production and Maintenance <br />Engineering, Business Administration D4. At the same time, the academics <br />field services compared to 2015 were Civil Contruction Technique Study <br />Program. 5) The level of customer satisfaction on academic field services in <br />2016 in every type of services were increasing compared to 2015. There were 4 <br />types of services, licensing services, access of exam result services, ; guidance <br />from academic guardian services, implementation of semester exams, The <br />implementation of field study course services; 6) The level of customer <br />satisfaction on academic field services in 2016 in every type of services, there <br />were 2 types services which were the same compared to 2015, re – registration <br />services and scheduling lectures services.<br />Suggestions for improving the quality of academic services Semarang State <br />Polytechnic is as follows : Improving the quality of service priority in access of <br />exam result service</p>

scholarly journals Improving the Quality Sla of Customer Services in Enterprise System using Dmaic Method at Pt. Telin

2020 ◽  
Vol 8 (6) ◽  
pp. 2355-2361
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Service Management ◽  
Business Processes ◽  
Negative Impact ◽  
Software Products ◽  
Sigma Level ◽  
Customer Services ◽  
Dmaic Method

The development of information technology is currently growing rapidly so that many companies need software products to improve the efficiency and effectiveness of company operations. This makes more and more new information technology (IT) companies cause business competition to become more competitive. PT Telin as an old IT company since 1995 must have a reliable strategy to be able to retain old customers and reach new customers by improving the quality of software products. Quality products will increase customer satisfaction and company value. At present, PT Telin, as one of the largest telecommunications companies providing various types of services to its customers, is aware that there is a lack of service management. The service here is meant to be more focused to internet data service services. This can reduce customer satisfaction and have a negative impact on the company both short and long term. This problem can be influenced by various factors that exist in the company. This can be like business processes, company databases, databases and users that cause shortages that result in poor service to customers so that the SLA exceeds the limits specified in the contract. One of the quality improvements that are widely studied and applied by companies is the DMAIC Method, which is Define, Measure, Analyze, Improve, and Control. This method is a method that focuses on improving product quality and increasing the effectiveness and efficiency of all operational processes to meet customer needs and satisfaction. The purpose of using this method is to change the Business Process that is currently running to be better than before and the results of this project are expected to help the company in improving the quality of the company's Management Services to customers and can be better in business development. After all the recommendations in this research are implemented, the estimated sigma level of the quality service management increases by 0.39σ (3.80σ to 4.19σ)

A Field Study Investigating the Effect of Waiting Time on Customer Satisfaction

1997 ◽  
Vol 131 (6) ◽  
pp. 655-660 ◽  
Author(s):  
Gail Tom ◽  
Scott Lucey
Keyword(s):  
Customer Satisfaction ◽  
Field Study ◽  
Waiting Time

scholarly journals The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia

2021 ◽  
Vol 36 (1) ◽  
pp. 61
Author(s):  
Vanesa Hana Budiarani ◽  
Rahmat Maulidan ◽  
Diki Putra Setianto ◽  
Ipuk Widayanti
Keyword(s):  
Customer Satisfaction ◽  
Kano Model ◽  
In Ovo ◽  
New Normal ◽  
Customer Needs ◽  
Customer Expectations ◽  
Software Products ◽  
The Government ◽  
Digital Wallet ◽  
Digital Wallets

Introduction/Main Objectives: This study aims to evaluate the effectiveness of digital wallets service qualities using Kano Model. Understanding customer needs and satisfaction is crucial in developing products. Background Problems: In the “new normal” era, payment method is predicted to shift to digital wallets. For quality improvement, digital wallet companies should understand customer needs and satisfaction. This study used the Kano model to analyze customer needs and satisfaction in OVO and ShopeePay, two digital wallets widely used for online shopping transactions during COVID19. Novelty: Although studies into the Kano model implementation towards e-commerce exist, there are no specific studies on the model implementation concerning digital wallet payments amid COVID-19. The Kano model is significant in understanding which software products generate high customer satisfaction, which will give a greater influence, as well as necessary attributes for the customers. Research Methods: This study employed the Kano model as one of the most relevant method to measure customer satisfaction by measured of each attribute’s quality. Finding/Results: Most features of OVO and ShopeePay are categorized into the “must be” and “one dimensional” category. The satisfaction map results indicate that most items placed in the “indifferent” quadrant denote the unfulfilled customer expectations. Conclusion: OVO and ShopeePay should improve the items placed in the “indifferent” quadrant first. This study contributes empirically and theoretically by emphasizing the Kano model’s utility for digital wallet services and providing new insights for digital wallet companies and the government on Indonesians’ usage of digital wallets in the “new normal”. 

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