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Smart Elicitation of User Feedback in Mobile Applications
Blekinge Institute of Technology, Faculty of Computing, Department of Software Engineering.
Blekinge Institute of Technology, Faculty of Computing, Department of Software Engineering.
2017 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Context. Nowadays, mobile applications and services have occupied an essential part in our daily life. We use them to fulfill our needs for communication, news, or entertainment. Within a fierce competitive market, mobile applications need continually improvement through collections of user feedback to satisfy users’ needs. However, in mobile applications, lack of a comprehensive consideration in designing feedback mechanism makes it difficult to efficiently collect user feedback. It shows only approximate one third online user reviews that contain helpful information for improvement. In addition, users may be disturbed by feedback request, result in rejecting to provide feedback.

Objectives. This study aims to provide a comprehensive consideration for elicitation of user feedback in mobile applications.

Methods. This study followed a mixed qualitative-quantitative research approach. Firstly, we conducted an experiment and a semi-structured interview to investigate how do users provide feedback when they are using a mobile application. Then a content analysis and a statistical analysis were conducted for analyzing collected data.   

Results. Users’ preference of feedback approaches and the encouraging/discouraging factors for users to provide feedback were identified. We also assessed user-perceived suitable timings for interruption of feedback request.

Conclusions. The result shows, generally, users prefer to provide feedback when asked by feedback request. Three encouraging factors and Three discouraging factors are identified. The beginning of mobile application execution is perceived as best moment for interruption of feedback request. In addition, this study also provides a three-time-dimensions approach for researching disturbances caused by interruption of feedback request as well as other peripheral information.

Place, publisher, year, edition, pages
2017. , 43 p.
Keyword [en]
User Feedback, Feedback Mechanism, Feedback Approach, Feedback Request
National Category
Software Engineering
Identifiers
URN: urn:nbn:se:bth-13982OAI: oai:DiVA.org:bth-13982DiVA: diva2:1078483
Subject / course
PA2534 Master's Thesis (120 credits) in Software Engineering
Educational program
PAAXA Master of Science Programme in Software Engineering
Presentation
2017-01-24, 14:00
Supervisors
Examiners
Available from: 2017-03-09 Created: 2017-03-04 Last updated: 2017-03-09Bibliographically approved

Open Access in DiVA

fulltext(1824 kB)49 downloads
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Zhou, YuanGao, Jian
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf