Cognitive Structures of Software Evaluation: A Means-End Chain Analysis of Quality

  • Authors:
  • Bernard Wong;D. Ross Jeffery

  • Affiliations:
  • -;-

  • Venue:
  • PROFES '01 Proceedings of the Third International Conference on Product Focused Software Process Improvement
  • Year:
  • 2001

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Abstract

This paper reports on a study of eight interviews conducted in an Australian Internet/Telecommunications organization. We sought to study the stakeholders' understanding of software quality, and the level of importance perceived in regard to different characteristics of software quality. The research finds that different stakeholders have different views of software quality. The research also finds that desired values and consequences sought by the stakeholder influence their view of quality and their choice of product characteristics used in their quality evaluation.