Abstract
Background: Customer satisfaction is one of the vital components of a successful software company. It is not possible to develop successful products with functional and/or non-functional properties that are not able to satisfy the customer’s needs. To this end, it is important to identify factors that affect customer satisfaction and approaches to measure them also in relation with the adopted development methodology.
Goals: The purpose of this work is to provide an extensive investigation of the existing studies related to evaluation of customer satisfaction and analyze them.
Method: The Systematic Literature Review approach was applied. We have identified an initial set of 310 studies obtained from the three largest digital libraries that was reduced to 34 after the application of a number of filters. These studies were analyzed in depth in this paper.
Results: The analysis performed points out that in the majority of the identified studies, one of the main factor that affects customer satisfaction is related to the application of Agile Software Development approaches due to their deep involvement of the customer in the development process.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Bakalova, Z., Daneva, M.: A comparative case study on clients participation in a ‘traditional’ and in an agile software company. In: 12th International Conference on Product Focused Software Development and Process Improvement (PROFES 2011), Torre Canne, Brindisi, Italy (2011)
Beck, K.: Embracing change with extreme programming. IEEE Comput. 32(10), 70–77 (1999)
Bhalerao, S., Ingle, M.: Analysing the modes of communication in agile practices. In: 3rd International Conference on Computer Science and Information Technology, Chengdu, China (2010)
Cartaxo, B., Araújo, A., Sá Barreto, A., Soares, S.: The impact of scrum on customer satisfaction: an empirical study. In: 27th Brazilian Symposium on Software Engineering, Brasilia, Brazil (2013)
Coman, I., Sillitti, A.: An empirical exploratory study on inferring developers’ activities from low-level data. In: 19th International Conference on Software Engineering and Knowledge Engineering (SEKE 2007), Boston, MA, USA, 9–11 July 2007
Coman, I.D., Sillitti, A., Succi, G.: Investigating the usefulness of pair-programming in a mature agile team. In: Abrahamsson, P., Baskerville, R., Conboy, K., Fitzgerald, B., Morgan, L., Wang, X. (eds.) XP 2008. LNBIP, vol. 9, pp. 127–136. Springer, Heidelberg (2008). https://doi.org/10.1007/978-3-540-68255-4_13
Coman, I., Sillitti, A.: Automated identification of tasks in development sessions. In: 16th IEEE International Conference on Program Comprehension (ICPC 2008), Amsterdam, The Netherlands, 10–13 June 2008
Corral, L., Sillitti, A., Succi, G.: Software development processes for mobile systems: is agile really taking over the business? In: 1st International Workshop on Mobile-Enabled Systems (MOBS 2013) at ICSE 2013, San Francisco, CA, USA, 25 May 2013
Coman, I., Robillard, P.N., Sillitti, A., Succi, G.: Cooperation, collaboration and pair-programming: field studies on backup behavior. J. Syst. Softw. 91(5), 124–134 (2014)
Corral, L., Sillitti, A., Succi, G.: Software assurance practices for mobile applications. Computing 97(10), 1–22 (2014)
Corvello, V., Verteramo, S.: The role of the customer in the adoption of agile software development methodologies. In: 8th Mediterranean Conference on Information Systems, Verona, Italy (2014)
Farris, P.W., Bendle, N.T., Pfeifer, P.E., Reibstein, D.J.: Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Pearson Education, London (2010)
Grisham, P.S., Perry, D.E.: Customer relationships and extreme programming. In: 2005 Workshop on Human and Social Factors of Software Engineering, St. Louis, MO, USA (2005)
Hanssen, G.K., Faegri, T.E.: Agile customer engagement: a longitudinal qualitative case study. In: 2006 ACM/IEEE International Symposium on Empirical Software Engineering, Rio de Janeiro, Brazil (2006)
Highsmith, J., Cockburn, A.: Agile software development: the business of innovation. IEEE Comput. 34(9), 120–122 (2001)
Hollender, M., Rudin, M.: Customer focus, TQM and usability engineering in the development of complex interactive software products. In: Conference TQM and Human Factors, Linkoeping, Sweden (1999)
Holmstrom Olsson, H., Bosch, J., Alahyari, H.: Customer-specific teams for agile evolution of large-scale embedded systems. In: 39th EUROMICRO Conference Software Engineering and Advanced Applications (SEAA), Santander, Spain (2013)
Huijgens, H., van Deursen, A., van Solingen, R.: The effects of perceived value and stakeholder satisfaction on software project impact. Inf. Softw. Technol. 89, 18–36 (2017)
Jeon, S., Han, M., Lee, E., Lee, K.: Quality attribute driven agile development. In: 9th International Conference on Software Engineering Research, Management and Applications, Baltimore, MD, USA (2011)
Kautz, K.: Customer and user involvement in agile software development. In: Abrahamsson, P., Marchesi, M., Maurer, F. (eds.) XP 2009. LNBIP, vol. 31, pp. 168–173. Springer, Heidelberg (2009). https://doi.org/10.1007/978-3-642-01853-4_22
Khalaf, S.J., Maria, K.A.: An empirical study of XP: the case of Jordan. In: International Conference on Information and Multimedia Technology, Jeju Island, South Korea (2009)
Klein, H., Canditt, S.: Using opinion polls to help measure business impact in agile development. In: 1st International Workshop on Business Impact of Process Improvements, Leipzig, Germany (2008)
Kohlbacher, M., Stelzmann, E., Maierhofer, S.: Do agile software development practices increase customer satisfaction in Systems Engineering projects? In: IEEE International Systems Conference, Montreal, QC, Canada (2011)
Layman, L.: Empirical investigation of the impact of extreme programming practices on software projects. In: 19th Annual ACM SIGPLAN Conference on Object-Oriented Programming Systems, Languages, and Applications, Vancouver, BC, Canada (2004)
Lohan, G., Lang, M., Conboy, K.: Having a customer focus in agile software development. In: Pokorny, J., et al. (eds.) ISD2010, pp. 441–453. Springer, New York (2010). https://doi.org/10.1007/978-1-4419-9790-6_35
Mann, C., Maurer, F.: A case study on the impact of scrum on overtime and customer satisfaction. In: Agile Development Conference, Denver, CO, USA (2005)
Nikou, A., Chatzigiannakis, I.: Applying a customer centric development approach for web 2.0 applications. In: 19th Panhellenic Conference on Informatics, Athens, Greece (2015)
Pagrut, D.S.: Testing of changing requirement in an agile environment - a case study of telecom project. In: Testing: Academic and Industrial Conference Practice and Research Techniques - MUTATION (TAICPART-MUTATION 2007),, Windsor, UK (2007)
Rushinek, A., Rushinek, S.: Order processing and inventory control software related to computer user satisfaction: an interactive online evaluation system. ACM SIGSMALL Symposium on Small Systems, Danvers, MA, USA (1985)
Sauvola, T., et al.: Towards customer-centric software development a multiple-case study. In: 41st Euromicro Conference on Software Engineering and Advanced Applications, Funchal, Portugal (2015)
Trimble, J., Webster, C.: From traditional, to lean, to agile development: finding the optimal software engineering cycle. In: 46th Hawaii International Conference on System Sciences, Wailea, Maui, HI, USA (2013)
Vanhanen, J., Lehtinen, T.O.A., Lassenius, C.: Software engineering problems and their relationship to perceived learning and customer satisfaction on a software capstone project. J. Syst. Softw. 137, 50–66 (2018)
Wang, X., Wu, Z., Zhao, M.: The relationship between developers and customers in agile methodology. In: International Conference on Computer Science and Information Technology, Singapore (2008)
Welo, T., Ringen, G.: Customer-focused development practices in Systems Engineering companies: a case study across industry sectors. In: Annual IEEE Systems Conference (SysCon), Orlando, FL, USA (2016)
Xinhui, C., Zhanglin, Z.: On customer knowledge acquisition in agile development method of software project (2012)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Amirova, R., Khomyakov, I., Mirgalimova, R., Sillitti, A. (2019). Software Development and Customer Satisfaction: A Systematic Literature Review. In: Mazzara, M., Bruel, JM., Meyer, B., Petrenko, A. (eds) Software Technology: Methods and Tools. TOOLS 2019. Lecture Notes in Computer Science(), vol 11771. Springer, Cham. https://doi.org/10.1007/978-3-030-29852-4_11
Download citation
DOI: https://doi.org/10.1007/978-3-030-29852-4_11
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-29851-7
Online ISBN: 978-3-030-29852-4
eBook Packages: Computer ScienceComputer Science (R0)