Factors Influencing User Feedback on Predicted Satisfaction with Software Systems

[Context and motivation] Requirements engineers need feedback from users on planned system features. The simplest way is to present feature descriptions to the users and ask for their opinion. [Problem/question] The feedback users can give in such a situation is not always accurate. The mechanisms which cause a mismatch between actual and predicted user satisfaction are currently not well understood. [Method/results] We used the results from a previous study we conducted, together with insights on consumer satisfaction from marketing, to create a working model of predicted user satisfaction. We validated the model with a new, more extensive empirical study. [Contribution] We present a model of predicted user satisfaction. Unlike the existing models of user satisfaction for software systems, it can be used for gathering feedback before a user has had experience with a software system. Our study shows that measuring predicted satisfaction can deliver a good approximation of actual satisfaction, although there is some prediction discrepancy which could be reduced by choosing the right combination of influence factors.

[1]  Soren Lauesen.  User Interface Design: A Software Engineering Perspective , 2004 .

[2]  Mike Cohn,et al.  User Stories Applied: For Agile Software Development , 2004 .

[3]  C. Fornell,et al.  The American Customer Satisfaction Index: Nature, Purpose, and Findings , 1996 .

[4]  Kurt Matzler,et al.  THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS , 1996 .

[5]  F. Buttle.  SERVQUAL: review, critique, research agenda , 1996 .

[6]  Sammy W. Pearson,et al.  Development of a Tool for Measuring and Analyzing Computer User Satisfaction , 1983 .

[7]  John A. Martilla,et al.  Importance-Performance Analysis , 1977 .

[8]  Gordon B. Davis,et al.  User Acceptance of Information Technology: Toward a Unified View , 2003, MIS Q..

[9]  Marilyn A. Walker,et al.  PARADISE: A Framework for Evaluating Spoken Dialogue Agents , 1997, ACL.

[10]  Ephraim R. McLean,et al.  Information systems success revisited , 2002, Proceedings of the 35th Annual Hawaii International Conference on System Sciences.

[11]  Takumi Miyoshi,et al.  A service quality coordination model bridging QoS and QoE , 2012, 2012 IEEE 20th International Workshop on Quality of Service.

[12]  Chris Rupp,et al.  Requirements Engineering und Management , 2009, HMD Praxis der Wirtschaftsinformatik.

[13]  Raymond McCall,et al.  Rationale Management in Software Engineering , 2006 .

[14]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[15]  Kent L. Norman,et al.  Development of an instrument measuring user satisfaction of the human-computer interface , 1988, CHI '88.

[16]  Ronald C. Arkin,et al.  Usability evaluation of an automated mission repair mechanism for mobile robot mission specification , 2006, HRI '06.

[17]  Renata Teixeira,et al.  ConnectionWatch: passive monitoring of round-trip times at end-hosts , 2008, CoNEXT '08.

[18]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .