After-Sales Service as an Important User Experience and Customer Experience Factor in Professional Music Software Development

This paper presents an introductory study of professional music software after-sales service, in particular, user feedback and software evolution perception, to evolve it as part of the system development process. It has been based on theoretical and managerial review. During the first stage, a new conceptual model of user feedback based on the agile software development cycle integrating elements of TAM, CX, UX, and Agile PM methodologies was prepared. At this entry stage, qualitative research was chosen. Data were collected through semi-structured hybrid interviews among professional music software users. The outcomes may be a valuable source of ideas on professional users’ software development process improvement in the music industry and on the pace of introducing changes and updates to the software. Results may be valuable for both developers and researchers. Overall, practical changes based on our introductory findings may improve customer satisfaction in this market.