Toward a Customer Knowledge Management Model for Enhancing Enterprise Software Quality

被引:5
作者
Khosravi, Arash [1 ]
Hussin, Ab Razak Che [1 ]
Minaei-Bidgoli, Behrouz [2 ]
机构
[1] Univ Teknol Malaysia, Fac Comp, Skudai 81310, Johor Bahru, Malaysia
[2] Iran Univ Sci & Technol, Dept Comp Engn, Tehran, Iran
关键词
Customer Knowledge Management; Knowledge Management; Software Quality; Enterprise Software Development; Customer Engagement; Enterprise Software; SOCIAL MEDIA; PERFORMANCE;
D O I
10.1166/asl.2017.10017
中图分类号
O [数理科学和化学]; P [天文学、地球科学]; Q [生物科学]; N [自然科学总论];
学科分类号
07 ; 0710 ; 09 ;
摘要
Many previous research studies on software quality enhancement have only focused on the technical aspects of software quality, such as reliability, maintainability and functionality. However, the nature of enterprise software requires additional focus on transferring and integration of customer knowledge, for customization, enhancement, maintenance and training. As customers are seen as one of the most important stakeholders in software projects, it would appear that the current use of customer knowledge in software development is insufficient. This study concentrates on investigating Human, Organizational and Technological factors of customer knowledge management (CKM) in order to enhance the quality of enterprise software within software companies. After investigating CKM factors in the literature, a Technique for the Order of Preference by Similarity to Ideal Solution (TOPSIS) was used to rank these factors regarding the importance of CKM development in enterprise software companies, in order to improve software product quality. The weight and priority of the factors were determined by 31 software development company experts. Based on the highest priority factors, a theoretical model was developed. This study proposes a fundamental model that can be used as a guideline for successful CKM applications, within enterprise software development companies, to improve software quality.
引用
收藏
页码:9035 / 9038
页数:4
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