Deriving a Software Quality View from Customer Satisfaction and Service Data

@inproceedings{Chulani2001DerivingAS,
  title={Deriving a Software Quality View from Customer Satisfaction and Service Data},
  author={Sunita Chulani and Padmanabhan Santhanam and Darrell J. Moore and Bob Leszkowicz and Gary Davidson},
  year={2001}
}
Most quality and cost models use defect density to represent sofmare 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… CONTINUE READING

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