Analysis of software service quality based on servqual and AHP in the context of ISO 9126: A research on municipal managament information

In the world, the importance of developing technology thanks to software is gradually increasing. Developed software is followed with curiosity by both people and institutions. Thanks to the developed software, people's lives are made easier and institutions and companies can do their work by spending less time. At this point, the quality of software is important. In this study, it is aimed to analyze the quality of management information systems software used in municipalities providing local service as local government by adapting the most commonly used ISO 9126 software quality model factors to SERVQUAL scale and weighting the software quality criteria with AHP method and selecting the best software. The research was first started with the description of quality, software quality, software quality models, service quality and analytic hierarchy process, and then a form was prepared based on ISO 9126 software quality model factors. The management information system software service quality used in 14 different municipalities was measured using the Servqual method. Servqual scores were calculated by evaluating the expected and perceived service quality. Among the municipalities used in the study, the four most used software were identified. For these, Servqual scores were calculated again. one of the Multi-Criteria Decision Making Methods AHP and ISO 9126 software quality factors, were weighted and analyzed by experts as criteria and sub-criteria. Compound relative significance values were calculated. It was decided to choose the software with the highest relative importance. In the form, Servqual Instead of the dimensions of quality of service, the factors of ISO 9126 software quality are considered as Servqual size. These dimensions are; Functionality, Reliability, Usability, Efficiency, Ease of Maintenance and Portability. There are 21 sub-criteria of these dimensions. According to the results of the analysis, the factors that the municipalities were most dissatisfied with were the YBS software service quality. These; Functionality, Usability and Reliability are factors. In the pairwise comparisons matrix made by experts for AHP, it was concluded that the factors with the greatest importance were the same factors. According to the results of the analysis, it has been a guide for municipalities to provide software improvements by taking these factors into consideration. Keywords: Quality, Software Quality, Service Quality, SERVQUAL, AHP