NDLI: Evaluating the service quality of software providers appraised in CMM/CMMI

Content Provider	Springer Nature Link
Author	Santos, Rodrigo Pinheiro Oliveira, Kathia Marçal Silva, Wander Pereira
Copyright Year	2008
Abstract	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.
Starting Page	283
Ending Page	301
Page Count	19
File Format	PDF
ISSN	09639314
Journal	Software Quality Journal
Volume Number	17
Issue Number	3
e-ISSN	15731367
Language	English
Publisher	Springer US
Publisher Date	2008-10-07
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Capability Maturity Model (CMM) Capability Maturity Model Integration (CMMI) Service quality assessment SERVQUAL Operating Systems Data Structures, Cryptology and Information Theory Programming Languages, Compilers, Interpreters Software Engineering/Programming and Operating Systems
Content Type	Text
Resource Type	Article
Subject	Safety, Risk, Reliability and Quality Media Technology Software

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

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Evaluating the service quality of software providers appraised in CMM/CMMI

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