The Impact of Software Development Process on Information Systems Success: A Theoretical Perspective Integrating Customer Satisfaction, Technical and Organizational Issues

Abstract

Total Quality Management (TQM) principles emphasize the use of customer satisfaction as a measure of quality. This paper shows how customer satisfaction can be managed during the systems development process to ensure software quality when technical quality and a fit between organizational needs and systems capabilities are present. To that end, we present a model for managing the customer satisfaction aspect of developing quality software. This model is based on the TQM philosophy for both service and production operations