NDLI: Discovering relationships between service and customer satisfaction

Content Provider	IEEE Xplore Digital Library
Author	Buckley, M. Chillarege, R.
Copyright Year	1996
Description	Author affiliation: Center for Software Eng., IBM Thomas J. Watson Res. Center, Yorktown Heights, NY, USA (Buckley, M.; Chillarege, R.)
Abstract	Organizations spend significant resources tracking customer satisfaction and managing service delivery. Although a great deal of effort is expended in understanding what goes on within each of these areas, little or no effort has been applied to identifying and quantifying the relationships between the two. The objective of this research is to discover and establish potential relationships between service data and customer satisfaction. This understanding will enable more effective management, which will lead to improved quality, reduced cost and increased customer satisfaction. This study uses three years of data from an IBM operating system to measure the correlation between 15 service variables and nine customer satisfaction attributes. The results show that: (1) There is a relationship between the service data and customer satisfaction. This is the first time the existence of such a relationship has been proven and quantified. (2) The relative order of influence on customer satisfaction, of the four key service measures that are usually tracked, is defective fixes, followed by the number of problems, which in turn are followed by the number of defects and days-to-solution. The latter two were found to have little or no influence on customer satisfaction. (3) There is a return on investment of at least ten to one, for each dollar spent on quality improvement efforts in development.
Starting Page	192
Ending Page	201
File Size	1096732
Page Count	10
File Format	PDF
ISBN	0818676779
ISSN	10636773
DOI	10.1109/ICSM.1995.526541
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	1995-10-17
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Customer satisfaction Costs Failure analysis Resource management Quality management Operating systems Investments Software quality Software metrics Feedback
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in