User feedback in the app store: A cross-cultural study

Emitza Guzman, Luis Oliveira, Yves Steiner, Laura C. Wagner, Martin Glinz

Research output: Chapter in Book / Report / Conference proceedingConference contributionAcademicpeer-review

Abstract

App stores allow globally distributed users to submit user feedback, in the form of user reviews, about the apps they download. Previous research has found that many of these reviews contain valuable information for software evolution, such as bug reports or feature requests, and has designed approaches for automatically extracting this information. However, the diversity of the feedback submitted by users from diverse cultural backgrounds and the consequences this diversity might imply have not been studied so far. In this paper, we report on a cross-cultural study where we investigated cultural differences in app store reviews and identified correlations to cultural dimensions taken from a well-established cultural model. We analyzed 2,560 app reviews written by users from eight countries with diverse national culture. We contribute evidence about the influence of cultural factors on characteristics of app reviews. Our results also help developers of automated feedback analysis tools to avoid cultural bias when choosing their algorithms and the data for training and validating them.

Original languageEnglish
Title of host publicationProceedings - 2018 ACM/IEEE 40th International Conference on Software Engineering
Subtitle of host publicationSoftware Engineering in Society, ICSE-SEIS 2018
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages13-22
Number of pages10
ISBN (Print)9781450356619
DOIs
Publication statusPublished - 23 Aug 2018
Externally publishedYes
Event40th ACM/IEEE International Conference on Software Engineering: Software Engineering in Society, ICSE-SEIS 2018 - Gothenburg, Sweden
Duration: 30 May 20181 Jun 2018

Publication series

NameProceedings - 2018 ACM/IEEE 40th International Conference on Software Engineering: Software Engineering in Society, ICSE-SEIS 2018

Conference

Conference40th ACM/IEEE International Conference on Software Engineering: Software Engineering in Society, ICSE-SEIS 2018
CountrySweden
CityGothenburg
Period30/05/181/06/18

Keywords

  • Algorithm Bias
  • Culture
  • Feedback Analysis
  • Software Evolution
  • User Feedback

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  • Cite this

    Guzman, E., Oliveira, L., Steiner, Y., Wagner, L. C., & Glinz, M. (2018). User feedback in the app store: A cross-cultural study. In Proceedings - 2018 ACM/IEEE 40th International Conference on Software Engineering: Software Engineering in Society, ICSE-SEIS 2018 (pp. 13-22). [8445154] (Proceedings - 2018 ACM/IEEE 40th International Conference on Software Engineering: Software Engineering in Society, ICSE-SEIS 2018). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1145/3183428.3183436, https://doi.org/10.115/3183428.3183436