Linking The Customer Knowledge Management with Software Quality: An Empirical Study of Software Development Organizations in Pakistan

Abstract

The aim of research was to enhance the Customer Knowledge Management (CKM) which has high impact on the quality of software products. In Enterprise Software (ES) development the Customer knowledge management is still immature. This raises the question of how CKM enablers can be used to help ES development companies improve the quality of their software. In this study, human, organizational and technical CKM enablers Were recognized by literature. The results of the study showed that CKM enablers can help to improve the quality of software products in Pakistan. Framework for CKM can help software development organizations to improve software quality as well and will also reduce cost and gain market reputation with competent trained resources. Results showed that "customer involvement" with "trust" were the most influential factors, followed by "CRM technology infrastructure" and "cross-functional co-operation". Furthermore, "there was no impact from the organizational Training "," customer knowledge map ", and" CKM strategy development ". The results also showed that the impact of CKM on software quality is significant. The results of the study also highlighted all the potential factors that are beneficial in influencing the CKM for quality improvement of ES in Pakistan.