A comunicação no processo de desenvolvimento de software e a satisfação do usuário

• Ano de defesa: 2008
• Autor(a) principal: Dalla Lana, Francielle Venturini
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• dARK ID: ark:/26339/00130000103x4
• Idioma: por
• Instituição de defesa: Universidade Federal de Santa Maria; BR; Administração; UFSM; Programa de Pós-Graduação em Administração
• Palavras-chave em Português: Comunicação; Software; Satisfação do usuário; Communication; User satisfaction; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: http://repositorio.ufsm.br/handle/1/4532

The communication is fundamental to change informations, experiences and knowledge, mainly in software development process where the involved actors must be at central position to theirs ideal interactions result in satisfactory development to aims all users requirements. This study has the following objectives: (1) Verify if communication in development software process imply in users satisfaction; (2) Verify if users requirements were attended to developers; (3) Analyze communication process impacts between users and developers and (4) verify if users satisfaction has relation with communication process. Was examined the system developer enterprise GVDASA Software and one of his clients that use GVcollege software. This research can be characterized by qualitative and its method typology as case study. The utilized methods were: Abilities Inventory Psychologist Test (IHS) to assess the communication index through the F3 factor conversation and social skill; semi structured and confirmatory interviews to confirm the IHS result and verify the actuation mode, requirements and the main needs of research members and; satisfaction questionnaire related to the final product. The Sample was divided as its participation in development process: users, clients and developers. The result shows that the users requirements were attended in partial mode because difficulties in some specifics software functions. There are no significant changes related to communications related to IHS test to user and developer groups. Anyway, the client group shows conversation facilities and social skill. However the main participant in all project phases got lowest IHS index that may have compromised the final product. It was found significant relation between users satisfaction and communication process. Communications gaps resulted in visible problems at final product and committed the users satisfaction. Was needed some corrective practices during implantation system process.