從使用者觀點分析線上評論及建構行動應用軟體之品質特徵

Analyzing Online Reviews from Users' Perspective and Identifying the Software Quality Characteristics of Mobile Apps

何淑君(Shu-Chun Ho)；林勢敏(Shyh-Ming Lin)；李珮琪(Pei-Chi Lee)

行動應用軟體 ； 線上評論 ； 使用者經驗 ； 品質特徵 ； 內容分析法 ； content analysis ； mobile apps ； online review ； software quality characteristics ； user experience

資訊管理學報

26卷1期（2019 / 01 / 31）

99 - 119

繁體中文

智慧型手機與無線網路的普及使得行動應用軟體的需求大量的提升。有別於企業用軟體，行動應用軟體主要是以消費者為中心的軟體，然而消費者最在意的軟體品質是什麼？本研究主要的目的在從使用者觀點找出行動應用軟體的主要軟體品質應具備的特徵。首先、回顧過去軟體品質及行動應用軟體相關文獻整理出軟體品質架構。接著、我們收集Apple App Store Taiwan上21類中的8,752個行動應用軟體及1,142,596筆線上評論，以內容分析法分析並歸類線上評論之斷詞找出行動應用軟體品質特徵共23個類目，從大量的使用者評論內容中建構出行動應用軟體的軟體品質特徵。研究發現行動應用軟體品質特徵包含九個系統品質特徵、八個資訊品質特徵及六個服務品質特徵。研究發現在實務上可作為行動應用軟體開發的參考依據；學術上則建立以使用者經驗為中心的行動應用軟體品質架構。

Purpose - The purpose of this study is to identify the software quality characteristics of mobile applications from users' perspective. Design/methodology/approach-This study collected 1,142,596 online reviews of 8,752 mobile apps among 21 categories from Apple App Store Taiwan. We applied content analysis to analyze the collected online reviews. Findings-We identified 23 categories of software quality characteristics of mobile apps which include 9 categories of software quality, 8 categories of information quality and 6 categories of service quality Research limitations/implications-This study compared the traditional software quality framework (ISO 25010) and identify the unique software quality for mobile apps. Practical implications - Our findings suggested what are the users' most concerned software quality for the mobile apps developers. Originality/value-This study built a software quality framework for mobile app services.

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