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Predictors of customer perceived software quality

Published: 15 May 2005 Publication History

Abstract

Predicting software quality as perceived by a customer may allow an organization to adjust deployment to meet the quality expectations of its customers, to allocate the appropriate amount of maintenance resources, and to direct quality improvement efforts to maximize the return on investment. However, customer perceived quality may be affected not simply by the software content and the development process, but also by a number of other factors including deployment issues, amount of usage, software platform, and hardware configurations. We predict customer perceived quality as measured by various service interactions, including software defect reports, requests for assistance, and field technician dispatches using the afore mentioned and other factors for a large telecommunications software system. We employ the non-intrusive data gathering technique of using existing data captured in automated project monitoring and tracking systems as well as customer support and tracking systems. We find that the effects of deployment schedule, hardware configurations, and software platform can increase the probability of observing a software failure by more than 20 times. Furthermore, we find that the factors affect all quality measures in a similar fashion. Our approach can be applied at other organizations, and we suggest methods to independently validate and replicate our results.

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cover image ACM Conferences
ICSE '05: Proceedings of the 27th international conference on Software engineering
May 2005
754 pages
ISBN:1581139632
DOI:10.1145/1062455
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Publication History

Published: 15 May 2005

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Author Tags

  1. metrics
  2. modeling
  3. quality

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