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User Feedback in the App Store: A Cross-Cultural Study


Guzman, Emitza; Oliveira, Luís; Steiner, Yves; Wagner, Laura C; Glinz, Martin (2018). User Feedback in the App Store: A Cross-Cultural Study. In: 40th International Conference on Software Engineering, SEIS Track, Gothenburg, 27 May 2018 - 3 June 2018.

Abstract

App stores allow globally distributed users to submit user feedback, in the form of user reviews, about the apps they download. Previous research has found that many of these reviews contain valuable information for software evolution, such as bug reports or feature requests, and has designed approaches for automatically extracting this information. However, the diversity of the feedback submitted by users from diverse cultural backgrounds and the consequences this diversity might imply have not been studied so far.
In this paper, we report on a cross-cultural study where we investigated cultural differences in app store reviews and identified correlations to cultural dimensions taken from a well-established cultural model. We analyzed 2,560 app reviews written by users from eight countries with diverse national culture. We contribute evidence about the influence of cultural factors on characteristics of app reviews. Our results also help developers of automated feedback analysis tools to avoid cultural bias when choosing their algorithms and the data for training and validating them.

Abstract

App stores allow globally distributed users to submit user feedback, in the form of user reviews, about the apps they download. Previous research has found that many of these reviews contain valuable information for software evolution, such as bug reports or feature requests, and has designed approaches for automatically extracting this information. However, the diversity of the feedback submitted by users from diverse cultural backgrounds and the consequences this diversity might imply have not been studied so far.
In this paper, we report on a cross-cultural study where we investigated cultural differences in app store reviews and identified correlations to cultural dimensions taken from a well-established cultural model. We analyzed 2,560 app reviews written by users from eight countries with diverse national culture. We contribute evidence about the influence of cultural factors on characteristics of app reviews. Our results also help developers of automated feedback analysis tools to avoid cultural bias when choosing their algorithms and the data for training and validating them.

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Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Scopus Subject Areas:Physical Sciences > Software
Social Sciences & Humanities > Social Sciences (miscellaneous)
Language:English
Event End Date:3 June 2018
Deposited On:15 Feb 2019 14:39
Last Modified:31 May 2020 11:12
Publisher:ACM
OA Status:Green
Publisher DOI:https://doi.org/10.1145/3183428.3183436
Other Identification Number:merlin-id:16281

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