Maximizing customer satisfaction in maintenance of software product family

@article{Xu2005MaximizingCS,
  title={Maximizing customer satisfaction in maintenance of software product family},
  author={Bin Xu and Mingkui Yang and Hongbing Liang and Haibin Zhu},
  journal={Canadian Conference on Electrical and Computer Engineering, 2005.},
  year={2005},
  pages={1320-1323}
}
Customer satisfaction and cost are very important factors in software maintenance. However, the tradeoff between them is formidable in maintenance of software_product family. This paper suggests a decision tree method to improve multi-customer satisfaction adaptively with the available human resource. An experiment was conducted in the maintenance department of a Chinese software vendor who has provided more than 1000 hotels with its proprietary hotel information management system. The machine… CONTINUE READING