MITS Advanced Research Techniques Report: Mobile App User Satisfaction

This research report, submitted by a student, investigates the development of metrics to quantify user experience satisfaction in mobile applications. It focuses on usability metrics, including user performance, temporal efficiency, and task effectiveness. The study employs the GQM (Goal-Question-Metric) model to develop usability metrics and the SUMI (Software Usability Measurement Inventory) model to assess customer satisfaction. The research incorporates both qualitative and quantitative methodologies, including literature reviews and surveys. The report analyzes existing metrics, explores usability measurement models, and examines the application of the GQM approach to define and evaluate usability goals. The methodology includes the use of a deductive approach and a descriptive research design. The report aims to provide insights into measuring user satisfaction and improving mobile app design.

MITS Advanced Research Techniques
Research Report
Candidate:
Student Name
Higher Education Department
Victorian Institute of Technology
Report Title:
The development of metrics for proper quantification of user experience satisfaction of mobile
applications.
Abstract
The paper mainly reflects on proper development of metrics that are helpful in quantifying the
customer satisfaction experience on mobile apps. The main aim of the research is to use GQM model
that is helpful in proper development of usability metrics that further helps in determining the level of
satisfaction that the customer gets by using the mobile app. The paper reflects on the entire steps that
are mainly utilized in order to conduct the literature review effectively. From the literature that is
reviewed, it is analyzed that usability metrics mainly include a user performance measure, temporal
efficiency, length of proportion as well as effectiveness of task. In addition to this, the paper also
reflects on the SUMI model for showcase five different metrics of usability that will be helpful in
measuring the satisfaction level of the customers. Furthermore, proper qualitative as well as
quantitative methodology that is mainly used in order to conduct the research quite effectively.

Introduction
The main focus of the paper is on the development of metrics for proper quantification of user
experience satisfaction of mobile applications. It is found that usability is one of the metrics and its
measurement can be considered as one of the most important tasks that is helpful in ensuring that the
application that is used is quite accurate and have sufficient speed. Moreover, it also helps in ensuring
that safety of the various users who uses the mobile app from injury as well as other type of strain. The
enhancing number of mobile phone related users have mainly deployed mobile app for gaining proper
competitive advantages in the market [3]. It is found that the paper generally attempts for reviewing a
number of existing metrics for various types of desktop-based computing and for subsequently
developing proper conceptual model that is helpful in evaluating the mobile app. Furthermore, the
model mainly consists of a number of usability-based metrics for evaluating the mobile application.
It is found that usability generally refers to one of the methods that generally helps in
improving the ease of use during the early process of design. By effectively focusing on the user
experience as well as usability, one can be able to properly create high quality applications [4].
However, it is found that there are clear guidelines about different types of definitions that are
associated with the various usability factor, criteria as well as rules for measuring the usability of the
mobile app. Moreover, some of the developers generally employed a number of usability methods.
Furthermore, it is found that a number of novelties based mobile applications and their unique features
can be considered as the main challenges that are associated with the usability measurement related
activity for the mobile devices [2]. It is found that a number of features off mobile devices can be
effectively explored that further include limited bandwidth, charging mobile as well as limited memory
quite effectively.
It is identified that a number of usability measurement related models are present. The Metrics
for usability standards generally reflected that usability metrics mainly include a user performance

measure, temporal efficiency, length of proportion as well as effectiveness of task. Additionally, it is
identified that performance related view of usability does not generally reflect other aspects of usability
including learnability as well as user satisfaction. Furthermore, Software Usability Measurement
Inventory (SUMI) was generally developed for providing proper measures of global satisfaction based
on five different topic areas that mainly includes efficiency, control, effectiveness as well ae
learnability [7]. The project generally concerns about the analysis of the user-based evaluation as well
as delivery of data to the appropriate party. Furthermore, the log processor is considered as one of the
tools that helps in properly calculating snag, task time, relative efficiency as well as effectiveness.
Furthermore, for analyzing the usability measurement dimension, it is found that the highest
characteristic in usability evaluation in effectiveness is around 62%, in efficiency it is around 33% as
well as satisfaction will be around 20% and these three characteristics generally helps in reflecting ISO
9241 standard as they generally helps in measuring attributes for that standards quite effectively [5].
Literature Review
It is found that in order to conduct the research on the development of metrics for proper
quantification of user experience satisfaction of mobile applications, it is found that the keyword “user
experience” was mainly was used for gathering 193 journal articles quite effectively. It is found that out
of the total number of journals that are selected, it is found that concise keyword from the topic was
mainly used for collecting around 50 journal articles from where information about the research topic
can be effectively reviewed [4]. It is found that the journal review that was conducted was mainly
based on the conception of usability. It is analyzed that different quality characteristics for each of the
measures are generally determined for ensuring that there is no duplication. In addition to this, a
number of measures have been reviewed that further helps in simplifying the guidelines for ensuring
that the model that is utilized is not much complex. It is analyzed from the literatures that most of the

studies generally employs efficiency, satisfaction, effectiveness as well as quality-based characteristics
for making such characteristics as a base.
It is found that in this step GQM model is mainly reviewed prior to the proper development of
the metric for successfully measuring the usability of mobile app. According to [3], GQM is one of the
goals driven based method that helps in proper development as well as maintenance of metrics program
which is mainly based on three different levels that further include goals, metrics as well as questions.
This particular approach generally helps in bringing success for the reason which is found to be
adaptable to different organizations as well as environments which is further confirmed by a large
company which generally have employed it successfully. It is stated by [9] that GQM model was
mainly utilized for defining as well as evaluating the goals for a specific project such that its use has
generally been extended to a number of perspectives including progress monitoring, project planning as
well as quality improvement [10]. Furthermore, it is analyzed that GQM approach will be further
extended for measuring the different types of usability-based guidelines in order to provide appropriate
metrics for the guidelines quite effectively.
It is found that for applying the GQM approach and for acquiring different types of usability-
based metrics, the main goal can generally be identified quite effectively. All the different types of
guidelines which are generally obtained with the proper goal of the GQM model quite effectively.
Furthermore, the questions will be properly developed for assessing each of the goal that is mainly
described within the first step [5]. It is found that proper questions are generally developed by
effectively refining the goal into a number of questions for properly ensuring that the questions which
are created are quite measurable. Lastly, proper set of metrics is developed for providing proper answer
to those questions. According to [8], it is quite necessary to simplify the guidelines by properly
reviewing as well as combining proper guidelines which will generally affect other guidelines while
conducting proper usability test.

It is found that several literatures have been searched in order to analyze that usability is one of
the metrics that is quite beneficial in identifying whether the customers are happy and satisfied by using
the mobile app or not. It is stated by [3] that the usability of the mobile app can generally be improved
by using native component, by keeping the design attractive and simple as well as by improving the
consistency and speed of the app. In addition to this, it is analyzed that for determining the mobile
usability, remote user testing is also performed that further helps in allowing proper feedback from
remote users and how happy are they by using the app [8]. Moreover, it is found that improving
readability, learnability as well as support that is provided by the mobile app, it is also helpful in
improving the customer experience satisfaction quite effectively.
Methodology
Research philosophy
A research philosophy is one of the beliefs about a specific way in which the entire data about a
particular phenomenon can be properly gathered, analyzed as well as used. It is found that in this
research positivism research philosophy will be used for determining the metric that is used for
quantifying the customer experience satisfaction in context to user experience [14]. The positivism
research philosophy is mainly used as positivism research generally aims to properly gain effective
insights from different social dimensions as well as management behavior by using proper data driven
based decision making effectively.
Research approach
It is considered as a procedure which mainly comprises of a number of steps that is mainly
based on the assumption of proper detailed method of data collection, interpretation as well as analysis.
It is therefore based on the nature of the research problem that is mainly addressed. It is analyzed that
in order to conduct research on the determination of metrics for successfully quantifying customer
satisfaction, it is found that deductive approach is mainly used. It is analyzed that deductive approach is

mainly used [15]. It is found that deductive approach will be utilized with the help of this particular
approach for testing the particular theory in order to create the usability metrics for checking the
usability of the mobile app and how the model is useful in checking the level of satisfaction among the
customers [13].
Research design
It is one of the frameworks that is mainly selected by the researcher for properly explaining the
research properly [16]. It is found that descriptive research design is mainly selected for reflecting the
importance of the model as well as for showcasing the models that are helpful in influencing the
research.
Data collection process
It is found that both primary as well as secondary data collection procedure is mainly used in
order to gather information about the research. Primary data collection method is used for conducting
surveys with the sample size of 35 that further helps in suggesting the percentage of customers that are
happy by getting the experience of the mobile app [15]. On the other hand, secondary data collection is
used for collecting data about the different models including GQM approach for finding the usability
criteria’s that are helpful in determining the satisfaction of the customers quite effectively.

References
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