Software service quality measurement for switching systems

Abstract

There is a great and increasing need to understand past development software quality from the customerperspective. By integrating measurement concepts from the service-quality field into this understanding we can arrive at a new measurement perspective, 'software service quality". Attention is given to software service quality measurement in the telecommunications switching environment. Environment dynamics and the composition of customer satisfaction are explained. Measurements are made at gaps in the software service-delivery process, and management is responsible for the success of the measurement process. Software-service quality measurement is a strategic tool that can help increase a supplier's competitiveness.