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Executable Acceptance Tests for Communicating Business Requirements: Customer Perspective

G. Melnik, F. Maurer, M. Chiasson
AGILE 2006 (AGILE'06)  
Using an experimental method, we found that customers, partnered with an IT professional, are able to use executable acceptance test (storytest)-based specifications to communicate and validate functional  ...  business requirements.  ...  The practice of executable acceptance testing for communicating business requirements is further elaborated in a discussion of qualitative data and user perceptions.  ... 
doi:10.1109/agile.2006.26 dblp:conf/agiledc/MelnikMC06 fatcat:i27dp7ncqngidabnrof2cf3m7u

SUPPLY CHAIN SOFTWARE: CUSTOMER DECISION FRAMEWORK AND GLOBAL CUSTOMER PERSPECTIVE ON SOFTWARE UPGRADES AND INTEGRATION

2007 Issues in Information Systems  
The majority of respondents, approximately 80%, perceive Software Quality and Customer Services as very important factors when making the integration and upgrading decision while the remaining respondents  ...  Karimi (2001) acknowledges that customer service is a top priority for many business and information technology executives.  ...  Internal Business Perspectives deals with business philosophy and issues, such as the time required for the integration and upgrading and potential business risks.  ... 
doi:10.48009/2_iis_2007_412-417 fatcat:hwdz4qsw5vaejpui55mmh62cua

Service quality, customer satisfaction, and customer value: A holistic perspective

Haemoon Oh
1999 International Journal of Hospitality Management  
The author proposes and tests an integrative model of service quality, customer value, and customer satisfaction.  ...  Implications are discussed and suggestions are developed for both marketers and researchers.  ...  Ignoring customer value may cause lowered customer satisfaction and reduced repeat business.  ... 
doi:10.1016/s0278-4319(98)00047-4 fatcat:me6yk3qpkvfedkqscpbsxxvb3q

Customer Perspective On Online Mobile Banking In India - An Empirical Study

Sreeramana Aithal, K. V. M. Varambally
2015 Zenodo  
An empirical study on customer acceptance of mobile banking is carried out by developing six hypotheses.  ...  The hypotheses are tested using primary data collected through questionnaire method, data are analyzed and the results are discussed.  ...  The study also points out the requirement of new, comprehensive mobile business model for secured payment from the customers bank accounts.  ... 
doi:10.5281/zenodo.268818 fatcat:nl4hrtimd5addisnq42ixxdcqu

Call centre ease of communication in customer service delivery: an asset to managing customers' needs?

Devina Oodith, Sanjana Brijball Parumasur
2015 Problems and Perspectives in Management  
Pilot testing was also executed on the customer questionnaire to test the understanding of questions.  ...  Ease of communication between agents and customers: customers' perspective.  ... 
doaj:b49fbcb27f584a329a18dfac663d22a3 fatcat:v5mm2zb75bduzkp7hrw5gkpszy

Service quality in online marketing: Customers centric analysis

P. Durkasree, M. Ramesh
2011 Perspectives of Innovations Economics and Business  
The purpose of this study was to gain a better understanding of the service quality dimensions that affect customer satisfaction in online marketing from a customer perspective.  ...  This study identifies seven service quality dimensions having a strong impact on customer satisfaction.  ...  The confirmatory factor analysis has been executed to test the reliability and validity of validity of variables in each construct.  ... 
doi:10.15208/pieb.2011.06 fatcat:7zqugxh76zbr7c3ybeui7q5b44

Does customer value-oriented management influence financial results? A supplier's perspective

Leslier Valenzuela, Eduardo Torres
2017 Innovar: Revista de Ciencias Administrativas y Sociales  
From this perspective, cvm situates the customer at the center of business, where it stands as a basic strategy for warranting business success.  ...  In this study, the following roles were considered "Sellers": Business Executives, Service Executives, Sales Executives and Investment Executives.  ... 
doi:10.15446/innovar.v26n63.60664 fatcat:dd4z25iojfc6lluidlaoqkeile

Applying Internal Customer Relationship Management (IntCRM) Principles to Improving Business/IT Integration and Performance

Frank L. Eichorn
2004 Problems and Perspectives in Management  
the level of support, speed of execution, and communication difficulties associated with projects or activities requiring IT support.  ...  Table 3 3 Test group Customer Satisfaction SummaryDistribution Comparison of Customer Satisfaction Scores for the Test Group vs.  ... 
doaj:668cd4574492427db0582d8369bbf229 fatcat:pmtiu4eb7naczgkefazskwugnm

Customer Relationship Management: Proposed Framework from a Government Perspective Times

Ali M. Al-Khouri
2012 Journal of Management and Strategy  
The focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers.  ...  The problems most commonly cited by executives are depicted in Figure 3 .  ...  It requires making use of modern technology to arrange, speed up and also connect business processes and those elements for promoting, customer support, along with technical support.  ... 
doi:10.5430/jms.v3n4p34 fatcat:dpxk5nlxqrc5dh57t63g3c263u

Customer-sales employee encounters: a dyadic perspective

Willemijn van Dolen, Jos Lemmink, Ko de Ruyter, Ad de Jong
2002 Journal of Retailing  
Results demonstrate that drivers of customer satisfaction may also be satisfying for the contact employee.  ...  Additionally, we find that customer satisfaction is not only determined by the customer's own perceptions, but also by the perceptions of the employee.  ...  Acknowledgement The authors gratefully thank Professor James Carman, University of California, Berkeley, for his valuable comments and suggestions in preparing the final version of the article.  ... 
doi:10.1016/s0022-4359(02)00067-2 fatcat:cbgfqvmm2ra6vfm66zlreikje4

A QUALITATIVE STUDY OF CUSTOMER SATISFACTION FROM AN ELECTRONIC COMMERCE PERSPECTIVE

2008 Issues in Information Systems  
The study used content analysis to analyze the interview data obtained from a sample of 22 executives and webmasters of eight (8) IT companies in Quebec, Canada to test the hypotheses.  ...  The results show that three of the four website-supported customer relationships (partnerships, empowerment, and understanding customer expectations) have a positive impact on customer satisfaction.  ...  This will create better understanding of their customers' needs, requirements and expectations.  ... 
doi:10.48009/2_iis_2008_25-36 fatcat:4m7ybdtnwjeijg2kgfad4w3kla

requirements specification [chapter]

Martin H. Weik
2000 Computer Science and Communications Dictionary  
association Part III Requirements Specification Testing non-functional requirements 24 Function test Performance test Acceptance test Installation test Integrated modules Functioning  ...   Highlight most important requirements in a list  Table of classification  Graphic presentation with relations  Per chapter basis  Though for large number of requirements Make a business case for  ...  pragmatically: satisfaction of customer needs? Part I Requirements Elicitation Part II Requirements Analysis Part III Requirements Specification  ... 
doi:10.1007/1-4020-0613-6_16165 fatcat:wjxghhxbv5dbvgohwj65zptr3u

Operational Excellence as the Main Customer Value: Information Technology Vendors Perspective

Christof Gellweiler
2019 Business Systems Research  
Objectives: This article takes the perspective of IT vendors (ITVs) and attempts to answer the research questions "What types of customer value do ITVs consider?"  ...  Background: Information technology (IT) requires substantial investments from enterprises to build competitive capabilities.  ...  In his analysis of IT business values, Tallon (2007) applied Treacy and Wiersema's (1995) customer-value disciplines for the formulation and testing of hypotheses.  ... 
doi:10.2478/bsrj-2019-0002 fatcat:4eddwg6tmjhplp2w7xebhpivq4

New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours

Estelle Van Tonder, Leon T. De Beer
2018 South African Journal of Economic and Management Sciences  
From a practical perspective, banks should adapt their marketing strategies to facilitate greater relationships with customers responsible for citizenship behaviours.  ...  It is widely accepted that the relationship quality dimensions of customer satisfaction and commitment may impact on customer citizenship behaviour.  ...  to generate business.  ... 
doi:10.4102/sajems.v21i1.1894 fatcat:gwqcdzellfaldji66ii4dmmf4m

Extending value stream mapping through waste definition beyond customer perspective

Mahvish Khurum, Kai Petersen, Tony Gorschek
2014 Journal of Software: Evolution and Process  
As traditionally in Value Stream Mapping everything that is not considered valuable is waste, we do this practically by looking at value beyond the customer perspective, and using the Software Value Map  ...  Value Stream Mapping is one of the several Lean practices, which has recently attracted interest in the software engineering community.  ...  However, a detailed account of value considerations relevant for different perspectives like customer 7 and internal business value are missing.  ... 
doi:10.1002/smr.1647 fatcat:omh4g3cnv5gsdhlkogrblgai74
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