Cognitive Structures of Software Evaluation: A Means-End Chain Analysis of Quality

  • Bernard Wong
  • Ross Jeffery
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2188)


This paper reports on a study of eight interviews conducted in an Australian Internet/Telecommunications organization. We sought to study the stakeholders’ understanding of software quality, and the level of importance perceived in regard to different characteristics of software quality. The research finds that different stakeholders have different views of software quality. The research also finds that desired values and consequences sought by the stakeholder influence their view of quality and their choice of product characteristics used in their quality evaluation.


Cognitive Structure Software Quality Quality Function Deployment Software Evaluation Billing System 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2001

Authors and Affiliations

  • Bernard Wong
    • 1
  • Ross Jeffery
    • 2
  1. 1.Department of Information SystemsUniversity of TechnologySydneyAustralia
  2. 2.School of Computer Science & EngineeringSydneyAustralia

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