Assessing the Relationship Between DevOps Practices and Customer Satisfaction: A Preliminary Analysis

Assessing the Relationship Between DevOps Practices and Customer Satisfaction: A Preliminary Analysis

연구 분야: Software Development

학회: International Conference on Computational Science and Its Applications

The advent of digitalization in the 21st century has significantly transformed how businesses develop and implement strategies. In this evolving context, DevOps practices have emerged as essential methodologies to improve the efficiency and effectiveness of software delivery and operations. Despite recognizing the benefits of DevOps, a significant research deficiency exists regarding the relationship between DevOps maturity and customer satisfaction. To address this gap, this study analyzes the relationship between DevOps maturity and business customer satisfaction. The methodology involved surveying IT professionals from several Brazilian companies to assess the implementation and maturity of their DevOps practices. Concurrently, customer satisfaction data were extracted from the Brazilian consumer feedback platform Reclame Aqui to establish an external metric for analysis. The preliminary analysis results revealed a moderate negative correlation between the change failure rate (CFR) and customer satisfaction, indicating that organizations that experience fewer deployment failures tend to achieve higher customer satisfaction levels. In contrast, no statistically significant relationships were observed between customer satisfaction and other performance indicators typically associated with DevOps, including deployment frequency, mean recovery time (MTTR), and change lead time. In conclusion, effective DevOps practices may improve customer satisfaction by reducing deployment failures. However, it emphasizes the need for more research involving larger datasets and a more comprehensive analysis to validate and extend these initial findings. Organizations are encouraged to improve deployment reliability and foster an organizational culture supportive of DevOps practices to realize more significant customer satisfaction benefits.