What Do Users Complain About with Mobile App with Payment Feature in Malaysia?

• Published in: 2023 IEEE International Conference on Computing, ICOCO 2023
• Main Author: Latif R.A.; Abdul Razak F.H.
• Format: Conference paper
• Language: English
• Published: Institute of Electrical and Electronics Engineers Inc. 2023
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85184856405&doi=10.1109%2fICOCO59262.2023.10397675&partnerID=40&md5=67d21231e77b5b91c129789507f301cc
• DOI: 10.1109/ICOCO59262.2023.10397675

Mobile applications (or also known as app) are a software application designed specifically to run on a mobile communication device such as smartphone, tablet, or smartwatch. The success of available apps has made app quality as important concern. In this paper, to understand users' concerns, we will examine reviews of selected android-based apps specially with payment feature. A sample of reviews was collected, and content analysis was done (using manual coding). The results show that Malaysians' app users were concerned on eight main issues, with high rating apps having less problem with app crashing and unresponsive apps, and low rating apps have the most complaints. The findings can highlight issues into categories for developers and companies to prioritize area of concern and improve the quality of their apps. © 2023 IEEE.