This paper presents a view that the key to software quality lies in satisfying customers. Such a view of defining software quality from the customer's perspective is in line with the Total Quality Management (TQM) implemented in the manufacturing and service sectors. Although the importance of customer-perceived quality is recognized worldwide, especially in the manufacturing, marketing and service organizations, it appears that there exists no rigorous framework for measuring customer- perception of software quality. This paper proposes a conceptual framework for customer-perceived software quality and an instrument to measure it.
Total Quality Management & Business Excellence
Volume 14, 2003 - Issue 9
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