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The effect of requests for user feedback on Quality of Experience
Blekinge Institute of Technology, Faculty of Computing, Department of Software Engineering. Blekinge Inst Technol, SE-37179 Karlskrona, Sweden.;Univ Appl Sci & Arts Northwestern Switzerland FHN, Sch Engn, CH-5210 Windisch, Switzerland..
Blekinge Institute of Technology, Faculty of Computing, Department of Software Engineering. Blekinge Inst Technol, SE-37179 Karlskrona, Sweden.;Univ Appl Sci & Arts Northwestern Switzerland FHN, Sch Engn, CH-5210 Windisch, Switzerland..ORCID iD: 0000-0001-7368-4448
Blekinge Institute of Technology, Faculty of Computing, Department of Technology and Aesthetics. Blekinge Inst Technol, SE-37179 Karlskrona, Sweden..
2018 (English)In: Software quality journal, ISSN 0963-9314, E-ISSN 1573-1367, Vol. 26, no 2, p. 385-415Article in journal (Refereed) Published
Abstract [en]

Companies are interested in knowing how users experience and perceive their products. Quality of Experience (QoE) is a measurement that is used to assess the degree of delight or annoyance in experiencing a software product. To assess QoE, we have used a feedback tool integrated into a software product to ask users about their QoE ratings and to obtain information about their rationales for good or bad QoEs. It is known that requests for feedback may disturb users; however, little is known about the subjective reasoning behind this disturbance or about whether this disturbance negatively affects the QoE of the software product for which the feedback is sought. In this paper, we present a mixed qualitative-quantitative study with 35 subjects that explore the relationship between feedback requests and QoE. The subjects experienced a requirement-modeling mobile product, which was integrated with a feedback tool. During and at the end of the experience, we collected the users' perceptions of the product and the feedback requests. Based on the users' rational for being disturbed by the feedback requests, such as "early feedback," "interruptive requests," "frequent requests," and "apparently inappropriate content," we modeled feedback requests. The model defines feedback requests using a set of five-tuple variables: "task," "timing" of the task for issuing the feedback requests, user's "expertise-phase" with the product, the "frequency" of feedback requests about the task, and the "content" of the feedback request. Configuration of these parameters might drive the participants' perceived disturbances. We also found that the disturbances generated by triggering user feedback requests have negligible impacts on the QoE of software products. These results imply that software product vendors may trust users' feedback even when the feedback requests disturb the users.

Place, publisher, year, edition, pages
SPRINGER , 2018. Vol. 26, no 2, p. 385-415
Keywords [en]
Quality of experience, QoE, User feedback, User perception, Human factors
National Category
Software Engineering
Identifiers
URN: urn:nbn:se:bth-16526DOI: 10.1007/s11219-017-9373-7ISI: 000433521200007OAI: oai:DiVA.org:bth-16526DiVA, id: diva2:1220006
Available from: 2018-06-18 Created: 2018-06-18 Last updated: 2018-06-18Bibliographically approved

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Fotrousi, FarnazFricker, SamuelFiedler, Markus

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