[Context and motivation] Requirements engineers need feedback from users on planned system features. The simplest way is to present feature descriptions to the users and ask for their opinion. [Problem/question] The feedback users can give in such a situation is not always accurate. The mechanisms which cause a mismatch between actual and predicted user satisfaction are currently not well understood. [Method/results] We used the results from a previous study we conducted, together with insights on consumer satisfaction from marketing, to create a working model of predicted user satisfaction. We validated the model with a new, more extensive empirical study. [Contribution] We present a model of predicted user satisfaction. Unlike the existing models of user satisfaction for software systems, it can be used for gathering feedback before a user has had experience with a software system. Our study shows that measuring predicted satisfaction can deliver a good approximation of actual satisfaction, although there is some prediction discrepancy which could be reduced by choosing the right combination of influence factors. © 2013 Springer-Verlag.
CITATION STYLE
Proynova, R., & Paech, B. (2013). Factors influencing user feedback on predicted satisfaction with software systems. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 7830 LNCS, pp. 96–111). https://doi.org/10.1007/978-3-642-37422-7_7
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