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EFFORT ESTIMATION IN SOFTWARE DEVELOPMENT PROCESS WITH CAPABILITY MATURITY MODEL INTEGRATION (CMMI) CONSIDERED

100%

Pawel L. , Aleksander L.

Organization and Management

2008

nr 4(134)

121-131

A process of software development is highly specific and it is especially hard to manage quality in it. One of the tools in this domain is, described in the article, the CMMI (Capability Maturity Model Integration), which integrates good practices concerning products or services development and maintenance. The model also makes it possible to perform a rating on a scale of maturity levels. From the 4th maturity level (quantitatively managed), an organization is expected to have quantitatively (i.e. with the use of mathematical models) expressed quality goals and use them as criteria in managing processes. In the article, an effort estimation model for software development is presented.

Evaluation of the quality of banking services with the use of the SERVPERF method

61%

Lotko A. , Lotko M. , Paździor M. , Wójtowicz Ł. , Nowak M. , Paździor P.

Central European Review of Economics & Finance

2017

tom 22

nr 6

17-28

The purpose of this paper is to measure and evaluate the quality of banking services with the use of the SERVPERF method. The questionnaire method was applied in the study. The questionnaire was composed of two parts. The first part covered certificate questions specifying the customers of the bank and the second substantial part included the questions of the SERVPERF questionnaire. The author of this paper has studied merely the quality performance pursuant to the assumption of the SERVPERF method adopting the expectations of the customers at the maximum level. The analysis of the results of the carried out study demonstrates that the biggest quality gap was observed for the dimension tangibles. The study of diversification showed that tangibles, empathy and responsiveness are diversified only by one factor. Education of the respondents was a variable that diversified the greatest number of dimensions.