Capturing Customer Satisfaction and Dissatisfaction in Software Requirements Elicitation for Features in Proposed Software Systems

摘要

In this study, an attempt was made to capture the satisfaction and dissatisfaction of potential customers of a proposed software system for features of the would be product at the requirements elicitation stage of the development lifecycle. The functional and dysfunctional technique of Kano Model was used. Berger customer satisfaction coefficients were also used for the computation of customer satisfaction and dissatisfaction. The study was conducted at Universiti Utara Malaysia using 50 study participants via. a voice of customer survey. The result reveals that two antecedents or features performed the most in impacting the satisfaction and dissatisfaction of potential customers of the proposed software system. Attractive sand one-dimensional quality elements (or features) had the greatest effect on customer satisfaction and dissatisfaction. This result will aid requirements engineers, developers, designers, projects and sales managers in planning for would be software products. Further, analysis indicated that the satisfaction and dissatisfaction indexes of the Kano Model were highly correlated with the average satisfaction coefficient of Park (r = 96%). This implies that these variables can be used in place of one another or used interchangeably to capture customer satisfaction. Also, satisfaction and dissatisfaction indexes and average satisfaction coefficient are all linearly associated.