Software Development and Customer Satisfaction: A Systematic Literature Review

Abstract

Background: Customer satisfaction is one of the vital components of a successful software company. It is not possible to develop successful products with functional and/or non-functional properties that are not able to satisfy the customer’s needs. To this end, it is important to identify factors that affect customer satisfaction and approaches to measure them also in relation with the adopted development methodology. Goals: The purpose of this work is to provide an extensive investigation of the existing studies related to evaluation of customer satisfaction and analyze them. Method: The Systematic Literature Review approach was applied. We have identified an initial set of 310 studies obtained from the three largest digital libraries that was reduced to 34 after the application of a number of filters. These studies were analyzed in depth in this paper. Results: The analysis performed points out that in the majority of the identified studies, one of the main factor that affects customer satisfaction is related to the application of Agile Software Development approaches due to their deep involvement of the customer in the development process.