TY  - JOUR
T1  - Capturing Customer Satisfaction and Dissatisfaction in Software Requirements
Elicitation for Features in Proposed Software Systems
AU - Hussain, Azham AU - O.C. Mkpojiogu, Emmanuel AU - Nasrun Mohd Nawi, Mohd 
JO  - Journal of Engineering and Applied Sciences
VL  - 12
IS  - 21
SP  - 5590
EP  - 5597
PY  - 2017
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2017.5590.5597
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2017.5590.5597
KW  - Customer satisfaction and dissatisfaction
KW  -requirements elicitation
KW  -software features
KW  -proposed systems
KW  -potential
KW  - Malaysia
AB  - 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.
ER  -