Self-reported methods for user satisfaction evaluation: A bibliometric analysis

Abstract

This research analyzes self-reported methods for user satisfaction evaluation through science mapping. The focal point of the domain fields of a user satisfaction evaluation must be fully established according to the current reality (challenges, issues and gaps) and future scientific perspectives (patterns and trends). The foregoing motivates the authors of the present article to use tools such as SciMAT to analyze the bibliographical production on user satisfaction and to identify the thematic patterns related to the user experience of particular interest in this study, such as self-reported methods, specifically SUS, SUMI and QUIS. Self-reported methods are the most frequently used evaluation tools due to their simplicity and low cost. Such methods offer information about users’ subjective reactions and can become one of the most important inputs to collect and understand users’ behavior, preferences and perceptions. Identifying these methods in science mapping provides understanding of their evolution throughout a certain period of time: 2001–2019 (based on a corpus of bibliographic references from 359 documents). Thanks to the analyzed information, some research opportunities were identified regarding the evaluation instruments that motivate the present study, such as the neglect of any connection between the emotional and the use of software, variety of contexts to evaluate; in addition to the promising future that is possible in the field of user satisfaction evaluation if methodologies and tools are generated or adapted for this purpose.