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Ahmed Hassan , Queen's University , Kingston
The quality of mobile apps is becoming an increasingly important issue. These apps are generally delivered through app stores that allow users to post reviews about apps. These user-reviews provide a rich data source that can be leveraged to understand user reported issues. In this study, we qualitatively study 6,390 low star-rating user-reviews for 20 free iOS apps. Our study uncovers 12 types of complaints that users complain about. We find that functional errors, feature requests and app crashes are the most frequent complaints. Privacy and ethical issues, and hidden app costs are the complaints with the most negative impact on app ratings. We also find that users attributed their complaint to updating the app in 11% of the reviews. Our study provides developers an insight into the user-raised issues of iOS apps, along with their frequency and impact, which can help developers better prioritize their limited Quality Assurance resources.
Ahmed Hassan, "What Do Mobile App Users Complain About? A Study on Free iOS Apps", IEEE Software, , no. 1, pp. 1, PrePrints PrePrints, doi:10.1109/MS.2014.50
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