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User satisfaction and system success: an empirical exploration of user involvement in software development

journal contribution
posted on 2017-01-01, 00:00 authored by Muneera Bano, D Zowghi, F da Rimini
© 2016, Springer Science+Business Media New York. For over four decades user involvement has been considered intuitively to lead to user satisfaction, which plays a pivotal role in successful outcome of a software project. The objective of this paper is to explore the notion of user satisfaction within the context of the user involvement and system success relationship. We have conducted a longitudinal case study of a software development project and collected qualitative data by means of interviews, observations and document analysis over a period of 3 years. The analysis of our case study data revealed that user satisfaction significantly contributes to the system success even when schedule and budget goals are not met. The case study data analysis also presented additional factors that contribute to the evolution of user satisfaction throughout the project. Users’ satisfaction with their involvement and the resulting system are mutually constituted while the level of user satisfaction evolves throughout the stages of software development process. Effective management strategies and user representation are essential elements of maintaining an acceptable level of user satisfaction throughout software development process.

History

Journal

Empirical software engineering

Volume

22

Issue

5

Pagination

2339 - 2372

Publisher

Springer

Location

Cham, Switzerland

ISSN

1382-3256

eISSN

1573-7616

Language

eng

Publication classification

C1.1 Refereed article in a scholarly journal