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When perceptions exceed expectations then service quality is high. The model of service quality identifies five gaps that may cause customers to experience poor service quality. In this model, gap 5 is the service quality gap and is the only gap that can be directly measured. In other words, the SERVQUAL instrument was specifically designed to ...
The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed in 1985, highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery.
Functionality, usability, reliability, performance and supportability are together referred to as FURPS in relation to software requirements. Agility in working software is an aggregation of seven architecturally sensitive attributes: debuggability, extensibility, portability, scalability, securability, testability and understandability.
Measuring service quality and service excellence are important in a competitive organizational environment. The SERVQUAL- service quality model is one of the widely used tools for measuring quality of the service on various aspects. The five attributes of this model are: reliability, responsiveness, assurance, tangibles, and empathy.
Software quality is the "capability of a software product to conform to requirements." [36] [37] while for others it can be synonymous with customer- or value-creation [38] [39] or even defect level. [40]
Software design usually is directed by goals for the resulting system and involves problem-solving and planning – including both high-level software architecture and low-level component and algorithm design. In terms of the waterfall development process, software design is the activity of following requirements specification and before coding ...
Quality engineering is the discipline of engineering concerned with the principles and practice of product and service quality assurance and control. [1] In software development, it is the management, development, operation and maintenance of IT systems and enterprise architectures with high quality standard.
Service Component Architecture (SCA) is a software technology designed to provide a model for applications that follow service-oriented architecture principles. [1] The technology, created by major software vendors, including IBM, Oracle Corporation and TIBCO Software, encompasses a wide range of technologies and as such is specified in independent specifications to maintain programming ...