This study focused on the definitions and consequences of quality and reviewed the various quality dimensions and attributes in the system integration(SI) products and servieces.
The purpose of this study is to find out the quality evaluation factors and the quality attributes which cause the customer satisfaction/dissatisfaction to establish the successful quality plan and targets of SI business.
Two-part investigation is made to explore perspectives by which customer evaluate the quality of SI services. This study uses the VOC data containing customer words itself and the CSI data which was reseached with 7-points scale.
First, using frequency analysis and QFD process, attributes constituting quality are determined for SI business and customer evaluation factors are derived.
Next, the quality attributes are categorized according to the resultant customer satisfaction/dissatisfaction by applying a two-way model of quality. Implications for SI software quality planning and assurances activities are also discussed.
