Experimentation in software engineering: an introduction
Experimentation in software engineering: an introduction
Quality in use: Meeting user needs for quality
Journal of Systems and Software
Producing reliable software: an experiment
Journal of Systems and Software
CMMI Distilled: A Practical Introduction to Integrated Process Improvement
CMMI Distilled: A Practical Introduction to Integrated Process Improvement
Quality Evaluation of Web Services
CEC-EAST '04 Proceedings of the E-Commerce Technology for Dynamic E-Business, IEEE International Conference
The impact of IS sourcing type on service quality and maintenance efforts
Information and Management
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Recently, several companies have decided to adopt maturity models such as the CMM/CMMI to ensure quality software processes. The state year report of the Software Engineering Institute (SEI) showed that more than three thousand CMMI appraisals have been conducted since 2002. Many of these were performed at software providers, i.e. companies that develop software for other companies. Although the costs of the implementation and appraisal of CMM/CMMI are high for the software providers, there is no formal study investigating whether this investment pays off or, in other words, whether their customers are measurably satisfied with the quality of the service provided. This article presents the results of a formal evaluation of customer perception of the service quality offered by the software providers appraised in CMM/CMMI. We developed an instrument based on a widely used service quality evaluation model (SERVQUAL) and applied this instrument to several customers of software providers appraised in CMM/CMMI. The results show a considerable discrepancy between customers' expectations and their perceptions of the services provided.