¹Eskadenia Software, Amman, Jordan.
²Faulty of Graduate Studies, Al-Balqa' Applied University, Al-Salt, Jordan.
³King Abdullah II School of Information Technology, The University of Jordan, Amman, Jordan.

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Abstract—The Capability Maturity Model Integration, as part of the software process improvement, has been receiving attention due to the belief of its relevance to the customer satisfaction factor. This research aims at offering software companies in Jordan an overview of Capability Maturity Model Integration methodology and its benefits for the software industry. To study the impact of its implementation on customer satisfaction, through the quality of the software, and provide recommendations on increasing the awareness of Capability Maturity Model Integration, a quantitative study is designed. Four perspectives related to Capability Maturity Model Integration have been studied: the effect of its implementation on customer satisfaction as well as software quality, the effect of software quality on customer satisfaction, and the effect of its implementation on customer satisfaction through the software quality. The results concluded that there is a direct effect of implementing Capability Maturity Model Integration on customer satisfaction and software quality. It also shows that higher software quality positively affects customer satisfaction; i.e. software quality plays a mediation role between the effect of Capability Maturity Model Integration implementation and the customer satisfaction.

Index Terms—Capability maturity model integrated, customer satisfaction, software quality.

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Cite: Mohammad Issam Khalil Abu-Baker, Mohammad Khair Saleem Abu-Zaid, Hamad Alsawalqah, Yazan Al-Shamayleh, Bashar Al-Shboul, "The Impact of the Implementation of Capability Maturity Model Integration on User Satisfaction: Case Study on Software Companies in Jordan," Journal of Software vol. 14, no. 7, pp. 293-311, 2019.