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Empirical Software Engineering

Erschienen in:

05.11.2016

User satisfaction and system success: an empirical exploration of user involvement in software development

verfasst von: Muneera Bano, Didar Zowghi, Francesca da Rimini

Erschienen in: Empirical Software Engineering | Ausgabe 5/2017

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Abstract

For over four decades user involvement has been considered intuitively to lead to user satisfaction, which plays a pivotal role in successful outcome of a software project. The objective of this paper is to explore the notion of user satisfaction within the context of the user involvement and system success relationship. We have conducted a longitudinal case study of a software development project and collected qualitative data by means of interviews, observations and document analysis over a period of 3 years. The analysis of our case study data revealed that user satisfaction significantly contributes to the system success even when schedule and budget goals are not met. The case study data analysis also presented additional factors that contribute to the evolution of user satisfaction throughout the project. Users’ satisfaction with their involvement and the resulting system are mutually constituted while the level of user satisfaction evolves throughout the stages of software development process. Effective management strategies and user representation are essential elements of maintaining an acceptable level of user satisfaction throughout software development process.

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Only the first case study is presented in this paper; the data from the second case study is currently undergoing analysis and the results will be published in the future.

The real name of this organization cannot be mentioned due to ethical considerations and a non-disclosure agreement signed by the researchers.

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Titel: User satisfaction and system success: an empirical exploration of user involvement in software development
verfasst von: Muneera Bano
Didar Zowghi
Francesca da Rimini
Publikationsdatum: 05.11.2016
Verlag: Springer US
Erschienen in: Empirical Software Engineering / Ausgabe 5/2017
Print ISSN: 1382-3256
Elektronische ISSN: 1573-7616
DOI: https://doi.org/10.1007/s10664-016-9465-1

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