{"id":"https://openalex.org/W4226077590","doi":"https://doi.org/10.1145/3501774.3501784","title":"Customer Satisfaction in Software Development Projects","display_name":"Customer Satisfaction in Software Development Projects","publication_year":2021,"publication_date":"2021-11-19","ids":{"openalex":"https://openalex.org/W4226077590","doi":"https://doi.org/10.1145/3501774.3501784"},"language":"en","primary_location":{"id":"doi:10.1145/3501774.3501784","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3501774.3501784","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 2nd European Symposium on Software Engineering","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5077894699","display_name":"Panos Fitsilis","orcid":"https://orcid.org/0000-0002-7729-2457"},"institutions":[{"id":"https://openalex.org/I145722265","display_name":"University of Thessaly","ror":"https://ror.org/04v4g9h31","country_code":"GR","type":"education","lineage":["https://openalex.org/I145722265"]}],"countries":["GR"],"is_corresponding":true,"raw_author_name":"Panos Fitsilis","raw_affiliation_strings":["Department of Business Administration, University of Thessaly, Greece"],"affiliations":[{"raw_affiliation_string":"Department of Business Administration, University of Thessaly, Greece","institution_ids":["https://openalex.org/I145722265"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081048025","display_name":"Vyron Damasiotis","orcid":"https://orcid.org/0000-0001-7999-4324"},"institutions":[{"id":"https://openalex.org/I145722265","display_name":"University of Thessaly","ror":"https://ror.org/04v4g9h31","country_code":"GR","type":"education","lineage":["https://openalex.org/I145722265"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Vyron Damasiotis","raw_affiliation_strings":["Department of Accounting and Finance, University of Thessaly, Greece"],"affiliations":[{"raw_affiliation_string":"Department of Accounting and Finance, University of Thessaly, Greece","institution_ids":["https://openalex.org/I145722265"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5012522619","display_name":"Sofia Sarmanioti","orcid":null},"institutions":[{"id":"https://openalex.org/I145722265","display_name":"University of Thessaly","ror":"https://ror.org/04v4g9h31","country_code":"GR","type":"education","lineage":["https://openalex.org/I145722265"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Sofia Sarmanioti","raw_affiliation_strings":["Department of Business Administration, University of Thessaly, Greece"],"affiliations":[{"raw_affiliation_string":"Department of Business Administration, University of Thessaly, Greece","institution_ids":["https://openalex.org/I145722265"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5077894699"],"corresponding_institution_ids":["https://openalex.org/I145722265"],"apc_list":null,"apc_paid":null,"fwci":0.2181,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.63057325,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"67","last_page":"72"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9797999858856201,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9797999858856201,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9627000093460083,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9621000289916992,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.814919114112854},{"id":"https://openalex.org/keywords/agile-software-development","display_name":"Agile software development","score":0.7740032076835632},{"id":"https://openalex.org/keywords/project-management","display_name":"Project management","score":0.5226252675056458},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5202325582504272},{"id":"https://openalex.org/keywords/software-project-management","display_name":"Software project management","score":0.5035316348075867},{"id":"https://openalex.org/keywords/software-development","display_name":"Software development","score":0.46778571605682373},{"id":"https://openalex.org/keywords/software","display_name":"Software","score":0.43682849407196045},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4336891174316406},{"id":"https://openalex.org/keywords/software-development-process","display_name":"Software development process","score":0.42592817544937134},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.42077577114105225},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.38487038016319275},{"id":"https://openalex.org/keywords/engineering-management","display_name":"Engineering management","score":0.3366089165210724},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.2586464285850525},{"id":"https://openalex.org/keywords/software-engineering","display_name":"Software engineering","score":0.24640986323356628},{"id":"https://openalex.org/keywords/systems-engineering","display_name":"Systems engineering","score":0.21351265907287598},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.19802799820899963},{"id":"https://openalex.org/keywords/software-construction","display_name":"Software construction","score":0.08352449536323547}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.814919114112854},{"id":"https://openalex.org/C14185376","wikidata":"https://www.wikidata.org/wiki/Q30232","display_name":"Agile software development","level":2,"score":0.7740032076835632},{"id":"https://openalex.org/C15952604","wikidata":"https://www.wikidata.org/wiki/Q179012","display_name":"Project management","level":2,"score":0.5226252675056458},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5202325582504272},{"id":"https://openalex.org/C40919944","wikidata":"https://www.wikidata.org/wiki/Q947779","display_name":"Software project management","level":5,"score":0.5035316348075867},{"id":"https://openalex.org/C529173508","wikidata":"https://www.wikidata.org/wiki/Q638608","display_name":"Software development","level":3,"score":0.46778571605682373},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.43682849407196045},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4336891174316406},{"id":"https://openalex.org/C180152950","wikidata":"https://www.wikidata.org/wiki/Q2904257","display_name":"Software development process","level":4,"score":0.42592817544937134},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.42077577114105225},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.38487038016319275},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.3366089165210724},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2586464285850525},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.24640986323356628},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.21351265907287598},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19802799820899963},{"id":"https://openalex.org/C186846655","wikidata":"https://www.wikidata.org/wiki/Q3398377","display_name":"Software construction","level":4,"score":0.08352449536323547},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1145/3501774.3501784","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3501774.3501784","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 2nd European Symposium on Software Engineering","raw_type":"proceedings-article"},{"id":"pmh:oai:ir.lib.uth.gr:11615/71600","is_oa":false,"landing_page_url":"http://hdl.handle.net/11615/71600","pdf_url":null,"source":{"id":"https://openalex.org/S4306400243","display_name":"University of Thessaly Institutional Repository (University of Thessaly)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I145722265","host_organization_name":"University of Thessaly","host_organization_lineage":["https://openalex.org/I145722265"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ACM International Conference Proceeding Series","raw_type":"conferenceItem"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.47999998927116394,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":7,"referenced_works":["https://openalex.org/W1516459450","https://openalex.org/W2047395216","https://openalex.org/W2052278343","https://openalex.org/W2160686862","https://openalex.org/W2232850261","https://openalex.org/W2293490949","https://openalex.org/W2331679309"],"related_works":["https://openalex.org/W2110088225","https://openalex.org/W4296934903","https://openalex.org/W2017062194","https://openalex.org/W825885980","https://openalex.org/W2061115052","https://openalex.org/W2391935356","https://openalex.org/W2281994843","https://openalex.org/W2352890795","https://openalex.org/W2611745996","https://openalex.org/W2354516306"],"abstract_inverted_index":{"In":[0],"this":[1,31,45],"study,":[2],"research":[3,28],"is":[4,33,47],"being":[5],"conducted":[6],"about":[7],"the":[8,23,34,40,49,60],"Customer's":[9],"Satisfaction":[10],"(CS)":[11],"along":[12],"with":[13],"factors":[14],"that":[15,48],"have":[16],"an":[17],"impact":[18],"on":[19,22],"it":[20],"and":[21,39],"Software":[24],"Project":[25],"Management.":[26],"The":[27],"method":[29],"of":[30,59,69],"study":[32,46],"Systematic":[35],"Literature":[36],"Review":[37],"(SLR)":[38],"main":[41],"conclusion":[42],"derived":[43],"from":[44],"customer's":[50],"active":[51],"involvement":[52],"through":[53],"agile":[54],"methods":[55],"in":[56],"all":[57],"phases":[58],"IT":[61],"project":[62],"development,":[63],"leads":[64],"to":[65],"a":[66],"higher":[67],"level":[68],"satisfaction.":[70]},"counts_by_year":[{"year":2023,"cited_by_count":1}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2022-05-05T00:00:00"}