Most software project estimation and measurement (PEM) processes have been designed for providers. Customers need to leverage PEM to better direct software sourcing. A design theory for software project-scoping has been developed that supports the PEM processes of both customers and providers. This paper probes the validity of the theory from providers’ and customers’ viewpoints through three l...

This paper expresses the viewpoints, or opinions of the author on the use of viewpoints in the software development process. I will concentrate most of my attention on requirements engineering, but I also treat the topic in the broader environment of software development. I will state without much justiication, besides the presentation itself, key concepts that I believe are the basics for the ...

Nowadays, advances in information and communication technologies, has provided an opportunity for banks to provide their electronic services to their customers in remote areas. This technological innovation by E–banking systems has brought about many benefits to customers while it has been accompanied by a number of risks including the operational ones. This risks need to be identified and mana...

Textual records of business-oriented conversations between customers and agents need to be analyzed properly to acquire useful business insights that improve productivity. For such an analysis, it is critical to identify appropriate textual segments and expressions to focus on, especially when the textual data consists of complete transcripts, which are often lengthy and redundant. In this pape...

the main purpose of this research is measuring the service quality of parsian bank in hamedan province from the customers' viewpoints. this research is typically applied and methodologically is descriptive-surveying. statistical population are all customers that have different accounts in all branches this bank in hamedan province.the sample of 384 customers volume has been selected random...

This study proposes perceived ‘Importance-Performance Analysis’ by simultaneously integrating ‘importance-performance analysis’ and Kano’s model in identifying key success factors. Kano’s model, which provides a two-dimensional view of quality, is a very useful tool to identify which customer requirements of a particular product or service might be more than the proportional satisfaction to cus...

Recent studies have shown that the existence of a poor requirements elicitation or the lack of this activity, during the information system development, have generated a series of system failures and resulted in unsatisfied customers. Among several reasons, the no user participation in the conceptual modelling process stands out. Another important issue is considering the need for creating a co...