Abstract:
Meeting the challenges of an unstable and turbulent business environment is not easy; it is very
much like Darwin's evolution theory “survival of the fittest”. In order to survive in the market
place, it is important for service organizations to develop Quality Products to meet customer
expectations by implementing some sort of Quality Standards. Despite the importance of
successfully developing software products; success for many software firms is limited due to
lack of Software Quality Standards, high failure rate, inconsistent development and adaption
time by the customer. There is a marked difference in quality and performance of software
products that are developed with ISO SQA standards. Therefore, it is critical to expand the
knowledge of the factors that impact innovation efforts and performance. Organizations must
find ways by which they can effectively develop reliable and durable software products. If
service firms are to significantly improve their success rate, they need to produce Qualitative
Software Products which can significantly influence customer satisfaction.
In last few years the software industry has witnessed a significant growth and rapid changes
worldwide as well as nationally. Customer and employee satisfaction is a critical issue in the
achievement of any business system. One of the key challenges and tests of this industry is how
they satisfy and retain their clients keeping software product quality at top which that determines
the perceived performance of any organization.
This thesis tries to search a model which can best describe the Software Quality Standards and
their impact on commercial products envelopment and customer satisfaction and evaluate it in
the Pakistani industry and its impact on overall organizational performance. Taking an operative
viewpoint on the relations between software quality standards and customer satisfaction on
commercial products, this study will examine the relationships among customer satisfaction,
product safety, product development time and the effect of implementation of ISO SQA
standards on these factors. A research model is established which is tested empirically by
conducting a survey in software houses throughout Pakistan. The research evaluates the impact
of deploying Quality Assurance practices on the quality, efficiency and effectiveness of the
software products and if these quality control measures have any impact on enhancing client
satisfaction. . It is observed that customer satisfaction is significantly related to product safety
and product development time which can be enhanced positively through implementation of
Software Quality standards.
