Measure User Experience Quality of Travel Apps Using Online Reviews

• Main Authors: Lai, Yu-Lin, 賴宥霖
• Other Authors: Lin, Shyh-Ming
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/u92q8k

碩士 === 國立屏東科技大學 === 工業管理系所 === 105 === Travel is a way of relaxing and relieve pressure .In the past,it was difficult to get instant information on the road for tourists.With the pervasiveness of mobile devices and the advance of telecommunication technology, tourists tend to obtain instant information so as to plan or update their itineraries in response to the environmental variations. Traveling apps thus become an essential part of mobile devices for tourists, which attracts more and more developers to devote themselves to the market of traveling apps and intensifies their competition. To enable tourists to conveniently make purchase decisions and developers to identify directions to enhance their apps, we proposed a model to measure prior users’ experiences from online reviews. We collected online reviews of traveling apps from Apple App Store, Taiwan. Afterwards, we reference to the ISO 25010 software quality model and QoE model and used Sentiment Analysis technique and Linear Regression method, and referred to relevant quality models, to retrieve users’ opinions of experiences in the reviews, draw key experience features, acquire the relations between users’ perceived experiences and their satisfactions, and accordingly establish a measurement model with 30 key measuring features to understand the user experience. The model had R2 = 0.739 and RMSE = 0.940. Thereupon, application of the model is discussed. The analysis results could help mobile software developers to understand the user experience quality and future direction of product improvement, and provide the reference for users to download the software.