An empirical investigation of quality performance expectations in the software industry: a gap analysis approach
by Ahmed Mehrez
International Journal of Business Innovation and Research (IJBIR), Vol. 8, No. 6, 2014

Abstract: The assessment of quality is pervasive but vital in organisations. It is particularly important in the design of an effective quality management system. The assessment is often considered from the perspective of fulfilling customers' requirements; however, the level of compatibility between a product or service providers' perceptions of what to deliver and the customers' desires or expectations is often uncertain. This paper describes an empirical study evaluating, within the software industry in Egypt, the extent to which differences, or 'gaps', may exist between software provider perceptions and customer expectations regarding the levels of ideal and actual degrees of performance within multiple dimensions of quality. The study involved a survey of 142 software developer and 111 software customers where gaps were found to exist across nine measured dimensions of quality. These gaps were found to be both statistically and practically significant. The existence of such quality performance gaps is often not measured. These gaps, however, must be firstly measured and recognised, then secondly addressed within an organisation otherwise there will exist 'flaws' within the design and implementation of the organisation's quality management programme.

Online publication date: Fri, 31-Oct-2014

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Innovation and Research (IJBIR):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email