Is there any Correlation between Users' Star Ratings and Usability?

Al-Jeri, Sara K.; Albesher, Abdulmohsen S.

doi:10.1109/iisec56263.2022.9998274

Cited by 2 publications

(1 citation statement)

References 25 publications

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“…They may persuade the user to modify their rating or post a more positive review [3,5]. Consequently, this interaction creates a direct line of interaction between users and developers through app stores, which improves the user experience and increases the app's rating [6]. User reviews in different app stores have been explored extensively [7][8][9][10].…”

Section: Introductionmentioning

confidence: 99%

Evaluating Developer Responses to App Reviews: The Case of Mobile Banking Apps in Saudi Arabia and the United States

Alismail

Albesher

2023

Sustainability

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Application stores (app stores) enable developers to interact with users by responding to their reviews. Many developers continuously monitor user reviews and seek to respond to them effectively and efficiently to boost user satisfaction, which in the end increases the app’s rating. Thus, it is essential to study developer responses and how to improve them. This research was aimed at evaluating developer responses to user reviews in both the Apple App Store and Google Play Store in the banking domain. Ten Saudi and ten United States (U.S.) bank apps were selected from each store as the sample. Quantitative and qualitative approaches were employed to code and categorize developer responses for each app using content analysis. The study found that developers’ responses can be divided into three types of interaction: interactive response, semi-interactive response, and no response. A main finding is that responses by U.S. bank app developers outperformed those by Saudi bank app developers in terms of the number and quality of responses. This research provides valuable recommendations for users, developers, and app stores to enhance user–developer interaction.

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