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Software Quality Journal

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01-09-2009

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

Authors: Rodrigo Pinheiro dos Santos, Kathia Marçal de Oliveira, Wander Pereira da Silva

Published in: Software Quality Journal | Issue 3/2009

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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.

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In this paper, we are using the expression “appraised in CMM/CMMI” for companies that was rated at some level (2, 3, 4 or 5) of CMM/CMMI in the appraisal.

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Title: Evaluating the service quality of software providers appraised in CMM/CMMI
Authors: Rodrigo Pinheiro dos Santos
Kathia Marçal de Oliveira
Wander Pereira da Silva
Publication date: 01-09-2009
Publisher: Springer US
Published in: Software Quality Journal / Issue 3/2009
Print ISSN: 0963-9314
Electronic ISSN: 1573-1367
DOI: https://doi.org/10.1007/s11219-008-9065-4

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