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Software Engineering Quality to Enhance the Customer Satisfaction Level of

the Organization

Article in INTERNATIONAL JOURNAL OF ADVANCED RESEARCH IN ENGINEERING & TECHNOLOGY · June 2019

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International Journal of Advanced Research in Engineering and Technology (IJARET)
Volume 10, Issue 3, May-June 2019, pp. 297-302, Article ID: IJARET_10_03_028
Available online at http://www.iaeme.com/IJARET/issues.asp?JType=IJARET&VType=10&IType=03
ISSN Print: 0976-6480 and ISSN Online: 0976-6499
© IAEME Publication

SOFTWARE ENGINEERING QUALITY TO

ENHANCE THE CUSTOMER SATISFACTION
LEVEL OF THE ORGANIZATION
Dr. Giriraj Kiradoo
Associate Professor in MBA
Government Engineering College Bikaner, Bikaner Area, India

ABSTRACT
Quality is partly about the number defects delivered in a piece of software and partly
about how the stakeholders and customers experience the software. Experience is
typically measured as customer satisfaction. Customer satisfaction is a measure of how
products and services supplied by a company meet or surpass customer expectations.
Customer satisfaction is impacted by all three aspects of software quality: functional,
structural and process.
Keywords: Customer Satisfaction Level of the Organization
Cite this Article: Dr. Giriraj Kiradoo, Software Engineering Quality to Enhance the
Customer Satisfaction Level of the Organization, International Journal of Advanced
Research in Engineering and Technology, 10(3), 2019, pp. 297-302.
http://www.iaeme.com/IJARET/issues.asp?JType=IJARET&VType=10&IType=3

1. INTRODUCTION
The quality of software is assessed by a number of variables. These variables can be divided
into external and internal quality criteria. External quality is what a user experiences when
running the software in its operational mode. Internal quality refers to aspects that are code-
dependent, and that are not visible to the end-user. External quality is critical to the user, while
internal quality is meaningful to the developer only. Some quality criteria are objective, and
can be measured accordingly. Some quality criteria are subjective, and are therefore captured
with more arbitrary measurements

2. LITERATURE REVIEW
By the IEEE Standard Appendix of Software Engineering terminology quality is evaluated as,
“The degree to which a system, component, or process meets specified requirements”, IEEE
further explained quality as “The degree to which a system, component, or process meets
customer or user needs or expectations”. It is urged by" a product's quality is a function of how
much it changes the world for the better". Quality is conformance to predefined specifications
that meet the customers’ needs.it is urged by quality refers to the extent or degree to which a
customer’s requirement is met. It is clear from these definitions that quality of software refers
to the measurement of various characteristics or elements of software system ranging from the

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 Software Engineering Quality to Enhance the Customer Satisfaction Level of the Organization

requirement to implementation. These characteristics include availability, reliability,

functionality, efficiency, usability and users’ satisfaction etc.
Quality of a software product can be evaluated with methodologies, standards, and
techniques. For measuring, improving and assuring the software quality. Quality divided into
two parts as internal quality, external quality. Internal quality is gauged by software
professionals in the phase of Developing and testing, whereas external internal quality can be
achieved by the user’s end. It is clear from these definitions that quality of software refers to
the measurement of various characteristics or elements of software system ranging from the
requirement to implementation. According to, criteria defined, that several elements constitute
the quality of a system. These elements include availability, reliability, functionality, efficiency,
usability and users’ satisfaction etc.

3. SOFTWARE QUALITY ATTRIBUTES

Software Quality attributes include: affordability, availability, dependability, efficiency,
predictability, reliability, responsiveness, safety, security, usability, etc

3.1. Defect Management Approach

A software defect can be regarded as any failure to address end-user requirements. Common
defects include missed or misunderstood requirements and errors in design, functional logic,
data relationships, process timing, validity checking, coding, etc. The defect management
approach is based on counting and managing defects. Defects are commonly categorized by
severity, and the numbers in each category are used for planning. More mature software
development organizations use tools such as defect leakage matrices (for counting the numbers
of defects that pass through development phases prior to detection) and control charts to
measure and improve development process capability.

3.2. Quality Attributes Approach

This approach to software quality is best exemplified by fixed quality models, such as ISO/IEC9126.
This standard describes a hierarchy of eight quality characteristics, each composed of sub-
characteristics shown in Figure 1

Figure 1 of Eight quality characteristics

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 Dr. Giriraj Kiradoo

Table 1 Quality Parameters

• Functional suitability
• Reliability
• Operability
• Performance efficiency
• Security
• Compatibility
• Maintainability
• Transferability
Additionally, the standard defines a quality in use model composed of six characteristics:
Effectiveness
• Efficiency
• Satisfaction
• Safety
• Usability

4. SOFTWARE QUALITY MANAGEMENT

Software Quality Management ensures that the required level of quality is achieved by
submitting improvements to the product development process. SQA aims to develop a culture
within the team and it is seen as everyone's responsibility.
Software Quality management should be independent of project management to ensure
independence of cost and schedule adherences. It directly affects the process quality and
indirectly affects the product quality.

Figure 2 SQA Process

Quality Assurance - QA aims at developing Organizational procedures and standards for
quality at Organizational level.

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 Software Engineering Quality to Enhance the Customer Satisfaction Level of the Organization

Quality Planning - Select applicable procedures and standards for a particular project and
modify as required to develop a quality plan.
Quality Control - Ensure that best practices and standards are followed by the software
development team to produce quality products.

5. PRINCIPLES OF QUALITY RISK MANAGEMENT

• Evaluationoftherisktoqualityshouldbebasedonscientificknowledgeandultimately
link to the protection of the patient
• The levelofeffort,formalityanddocumentationofthequalityriskmanagementprocess
should be commensurate with the level of risk.
• Benefits of Quality Management
• A fully documented QMS will ensure that two important requirements are met:
• Customers’ requirements Needs Confidence in the ability of the organisation to
deliver the desired product and service consistently meeting their needs and
expectations.
• Organisation’s requirements Both internally and externally, and at an optimum cost
with efficient useof the available resources materials, human, technology and
information

Figure 3 Overview of a typical quality risk management process.

6. CUSTOMER SATISFACTION AND PRODUCT QUALITY

These terms are typically erroneously equated. In fact, once a consumer doesn’t feel smart about
the results of cooperation, it doesn’t essentially mean a delivered product is of inferiority. There
are such a big amount of factors that are ready to influence customers’ opinion on partnering
with a software development company.
For instance, IT engineers managed to make an excellent application however did not
deliver it in time, and communication with a consumer wasn’t sleek enough. These problems
may result in an unfavorable impression in spite of a superb software solution. Thus, a high-
quality product isn’t the sole issue to make sure customers’ positive testimonials and references.

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 Dr. Giriraj Kiradoo

7. INCREASING CUSTOMER SATISFACTION

7.1. Conduct regular surveys and ensure close cooperation
Make this a habitual daily part of your project plan. Ask more questions during meetings and
video-conferences to gather sufficient information about the client’s expectations. This simple
method allows detecting a problem before its actual occurrence. You can also challenge your
company’s quality manager to draw up a list of questions to quickly understand whether a client
is happy with a service or not.

7.2. Quality assurance

Bring your quality management system in line with ISO 9001:2000 standard. It allows
monitoring of the products quality, services, and other processes in an IT company. Credible
information about the real quality of the company’s services and products helps flexibly manage
production processes, monitor and resolve problem cases, and avoid the same mistakes in
future. Day-to-day quality monitoring helps objectively evaluate the level of services.
Impeccable quality assurance in a software development company results in the following
advantages:
A customer willingly accepts the outcome of developers’ work
A software services provider deals with no сomplaints on quality of a product and services
There is no need to spend additional resources to correct mistakes which appear after an
app/system launch.

7.3. Monitoring user feedback

It’s important to constantly monitor the fate of a solution, even if a client is a product owner
and takes care of further project development and promotion. It’s the task for a marketing
department to gather end-user reviews and analyze them. Collecting this information allows
understanding users attitude towards a software application and a company which created this
solution.

7.4. Customer survey after completing a project

To get the full picture of customers’ attitude to service quality, it’s better to use not only one
questionnaire but a complex of them.
Customer Satisfaction Score (CSAT) is one of the most popular methods of measuring
customer satisfaction. Ask clients to rate the quality of the services they received from your
company, e.g. by giving points from 1 to 10.
Customer Effort Score (CES) is a survey allowing you to find out client’s overall impression
about working with you. Ask “how easy was it to solve your problem with our assistance?” and
provide possible answers.
Net Promoter Score (NPS) helps to understand how loyal a customer is. Create a survey
with a question similar to “how likely is that you will recommend our company to somebody?”.
This is how you will define the clients who will probably come back to you with new projects.

8. CONCLUSION
Software quality is a nuanced concept that reflects many factors, some of which are functional,
structural or process related. Satisfaction is a reflection of quality from a different perspective
than measuring defects or code structure. The essence of customer satisfaction is the very
simple question: Are you happy with what we delivered? Knowing if the team, stakeholders,

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 Software Engineering Quality to Enhance the Customer Satisfaction Level of the Organization

and customers are happy with what was delivered or the path that was taken to get to that
delivery is often just as important as knowing the number of defects that were delivered.
To ensure the high level of customers satisfaction, you should always keep an eye on quality
assurance, ask questions, and support close cooperation with a client. In this case, you can be
sure that you are on the same page with your customers and know exactly what they need.

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