Header

UZH-Logo

Maintenance Infos

Investigating the criticality of user‐reported issues through their relations with app rating


Di Sorbo, Andrea; Grano, Giovanni; Visaggio, Corrado Aaron; Panichella, Sebastiano (2020). Investigating the criticality of user‐reported issues through their relations with app rating. Journal of Software: Evolution and Process:Epub ahead of print.

Abstract

App quality impacts user experience and satisfaction. As a consequence, both app ratings and user feedback reported in app reviews are directly influenced by the user-perceived app quality. Through an empirical study involving 210,517 reviews related to 317 Android apps, in this paper, we experiment with the combined usage of app rating and user reviews analysis (i) to investigate the most important factors influencing the perceived app quality, (ii) focusing on the topics discussed in user review that most relate with app rating. Besides, we investigate whether specific code quality metrics could be monitored to prevent the rising of negative user feedback (i.e., types of user review comments), connected with low ratings. Our study demonstrates that user comments reporting bugs are negatively correlated with the rating, while reviews reportingfeature requests do not. Interestingly, depending on the app category, we observed that different kinds of issues have rather different relationships with the rating and the user-perceived quality of the app. In particular, we observe that for specific app categories (e.g., communication), some code quality factors have significant relationships with the raising of certain types of feedback, which, in turn, are negatively connected with app ratings.

Abstract

App quality impacts user experience and satisfaction. As a consequence, both app ratings and user feedback reported in app reviews are directly influenced by the user-perceived app quality. Through an empirical study involving 210,517 reviews related to 317 Android apps, in this paper, we experiment with the combined usage of app rating and user reviews analysis (i) to investigate the most important factors influencing the perceived app quality, (ii) focusing on the topics discussed in user review that most relate with app rating. Besides, we investigate whether specific code quality metrics could be monitored to prevent the rising of negative user feedback (i.e., types of user review comments), connected with low ratings. Our study demonstrates that user comments reporting bugs are negatively correlated with the rating, while reviews reportingfeature requests do not. Interestingly, depending on the app category, we observed that different kinds of issues have rather different relationships with the rating and the user-perceived quality of the app. In particular, we observe that for specific app categories (e.g., communication), some code quality factors have significant relationships with the raising of certain types of feedback, which, in turn, are negatively connected with app ratings.

Statistics

Citations

Altmetrics

Downloads

3 downloads since deposited on 24 Nov 2020
3 downloads since 12 months
Detailed statistics

Additional indexing

Item Type:Journal Article, 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
Language:English
Date:2020
Deposited On:24 Nov 2020 10:58
Last Modified:06 Feb 2021 12:28
Publisher:Wiley-Blackwell Publishing, Inc.
ISSN:2047-7481
OA Status:Closed
Publisher DOI:https://doi.org/10.1002/smr.2316
Official URL:https://onlinelibrary.wiley.com/doi/full/10.1002/smr.2316
Other Identification Number:merlin-id:20049

Download

Closed Access: Download allowed only for UZH members