Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated with the satisfaction of users/customers when their requirements are met is worth the pain considering. It is necessary to know the relationship between customer satisfactions when their requirements are met (or their dissatisfaction when their requirements are unmet) and the importance of such requirement. So many works have been carried out on customer satisfaction in connection with the importance of requirements but the relationship between customer satisfaction scores (coefficients) of the Kano model and users/customers self-stated requirements importance have not been sufficiently explored. In this study, an attempt is made to unravel the underlying relationship existing between Kano model’s customer satisfaction indexes and users/customers self reported requirements importance. The results of the study indicate some interesting associations between these considered variables. These bivariate associations reveal that customer satisfaction index (SI), and average satisfaction coefficient (ASC) and customer dissatisfaction index (DI) and average satisfaction coefficient (ASC) are highly correlated (r = 96 %) and thus ASC can be used in place of either SI or DI in representing customer satisfaction scores. Also, these Kano model’s customer satisfaction variables (SI, DI, and ASC) are each associated with self-stated requirements importance (IMP). Further analysis indicates that the value customers or users place on requirements that are met or on features that are incorporated into a product influences the level of satisfaction such customers derive from the product. The worth of a product feature is indicated by the perceived satisfaction customers get from the inclusion of such feature in the product design and development. The satisfaction users/customers derive when a requirement is fulfilled or when a feature is placed in the product (SI or ASC) is strongly influenced by the value the users/customers place on such requirements/features when met (IMP). However, the dissatisfaction users/customers received when a requirement is not met or when a feature is not incorporated into the product (DI), even though related to self-stated requirements importance (IMP), does not have a strong effect on the importance/worth (IMP) of that given requirement/feature as perceived by the users or customers. Therefore, since customer satisfaction is proportionally related to the perceived requirements importance (worth), it is then necessary to give adequate attention to user/customer satisfying requirements (features) from elicitation to design and to the final implementation of the design. Incorporating user or customer satisfying requ...

A number of methods and measures have been used by researchers in software evaluation. Usability metrics is one of the approaches that has been used as a guideline to evaluate the quality of the system in many mobile applications. However, the metrics used for evaluation method keep changing due to new inventions of mobile phones. Thus, there is a need to create a dynamic model for evaluation that can grow together with new inventions and technology. In this paper, a dynamic usability metrics model for evaluation of mobile applications was designed. The model comprises usability goals, questions and metrics for evaluation of applications on mobile phones. To ensure that the model is reliable and effective, a usability study was conducted on two applications installed in different mobile phones. This model proves to be applicable for evaluation of mobile phone applications whereby its questions and metrics can be dynamically changed accordingly to comply with the requirements of the evaluators.

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The use of mobile phone applications for our touristic activity is very common nowadays with the simplification of smartphones. The tourism mobile applications currently can be argued to be one of the most useful applications that can facilitate the movement of travelers. However, existing usability evaluation metrics are too general to be applied to a more specific application, such as mobile tourism application. Thus, the objective of the study is to propose usability evaluation metrics for tourism mobile applications. The study employs four phases: identifying problem and the objective, encompassing the techniques of developing usability measurement of metrics, selecting the usability metrics of tourism mobile application and conducting expert review and verification. The verification phase was conducted using expert review approach to measure the proposed metrics in terms of its consistency ease of use, understandable, verifiable and overall impression. The finding revealed that the proposed metrics have been well received by the experts in terms of consistency, ease to use, understandable, verifiability and overall impression. Finally, this study presented usability metrics for the tourism mobile applications that can be used by designers or usability practitioners in creating a useable mobile application for the tourists.

Usability is an important attribute that need more concentration in determining the production of a successful mobile application. Currently mobile applications for the deaf has increased tremendously with the increase of the usage of mobile phones. However, usability evaluation model that best suits the evaluation for mobile application for the deaf is rather very general. Usability of the mobile application for the deaf is very limited that makes the evaluation more challenging and difficult. This study reviews the current usability models provide guidelines and usability dimensions used by researchers and discuss the trend for future evaluation of mobile applications for deaf. Result shows that usability for mobile application for the deaf are limited. This study helps mobile developers and evaluators in evaluating mobile application for the deaf.