Towards explaining user satisfaction with contact tracing mobile applications in a time of pandemic: a text analytics approach

UNSTRUCTURED Background: eHealth applications have been recognized as a valuable tool to reduce COVID-19’s effective reproduction number. In this paper, we report on an online survey among Dutch citizens with the goal to identify antecedents of acceptance of a mobile application for COVID-19 symptom recognition and monitoring, and a mobile application for contact tracing. Methods: Next to the demographics, the online survey contained questions focussing on perceived health, fear of COVID-19 and intention to use. We used snowball sampling via posts on social media and personal connections. To identify antecedents of acceptance of the two mobile applications we conducted multiple linear regression analyses. Results: In total, 238 Dutch adults completed the survey. Almost 60% of the responders were female and the average age was 45.6 years (SD±17.4). For the symptom app, the final model included the predictors age, attitude towards technology and fear of COVID-19. The model had an R2 of 0.141. The final model for the tracing app included the same predictors and had an R2 of 0.156. The main reason to use both mobile applications was to control the spread of the COVID-19 virus. Concerns about privacy was mentioned as the main reason not to use the mobile applications. Conclusion: Age, attitude towards technology and fear of COVID-19 are important predictors of the acceptance of COVID-19 mobile applications for symptom recognition and monitoring and for contact tracing. These predictors should be taken into account during the development and implementation of these mobile applications to secure acceptance. Discussion: Age, attitude towards technology and fear of COVID-19 are important predictors of the acceptance of COVID-19 mobile applications for symptom recognition and monitoring and for contact tracing. These predictors should be taken into account during the development and implementation of these mobile applications to secure acceptance. Age, attitude towards technology and fear of COVID-19 are important predictors of the acceptance of COVID-19 mobile applications for symptom recognition and monitoring and for contact tracing. These predictors should be taken into account during the development and implementation of these mobile applications to secure acceptance.

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Usability of mobile applications: A Concept Analysis to be used in health promotion (Preprint)

10.2196/preprints.31922 ◽

2021 ◽

Author(s):

Po-Jen Kung ◽

Ching-Min Chen

Keyword(s):

Health Promotion ◽

Information And Communication Technologies ◽

User Experience ◽

Mobile Applications ◽

User Satisfaction ◽

Concept Analysis ◽

Mobile App ◽

Model Case ◽

Antecedents And Consequences ◽

Definition Of

BACKGROUND Following the rise of health awareness in modern societies, health promotion has attracted progressively more attention in both academia and industry. This, along with the evolution of information and communication technologies, has resulted in the development of several mobile applications used in health promotion. Unfortunately, users of the applications have not achieved their goals, since many applications have not provided a smooth user experience. OBJECTIVE To clearly identify the defining attributes of mobile app usability in the context of health promotion in order to guide the design of apps which provide smooth user experience. METHODS It is thus first necessary to conduct an exploration into app usability, for which this study applies the concept analysis method by Walker and Avant, which includes: (1) identifying the use of the concept, (2) determining the defining attributes, (3) constructing a model case, (4) constructing model, contrary, borderline, and related cases, (5) identifying antecedents and consequences, and (6) defining empirical referents. RESULTS We then derive a unified definition of usability from the healthcare perspective—that the defining attributes of "usability of mobile application" are: efficiency, user satisfaction, and learnability. CONCLUSIONS It is concluded that mobile applications with these attributes could achieve their designed goals and reach maximal efficacy, since users would continue using the app on a regular basis, and would recommend it to others.

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Evaluasi Kepuasan Pengguna Terhadap Respon Cepat Tanggap Layanan Aplikasi Mobile Myindihome Berdasarkan Kombinasi Metode Servqual dan Metode Webqual

Jurnal Ilmiah Informatika Global ◽

10.36982/jig.v11i1.1066 ◽

2020 ◽

Vol 11 (1) ◽

Author(s):

Endah Saputri ◽

Dedy Syamsuar

Keyword(s):

Structural Equation Modeling ◽

Service Quality ◽

Mobile Applications ◽

User Satisfaction ◽

Structural Equation ◽

Information Quality ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Customer Complaints

AbstractAs for this research aims to determine the level of satisfaction of myindihome mobile application users. As a service provider, PT. Telkom, Tbk is required to be able to provide service, a fast respons, precise and accurate to customers. Even though it has several facilities to accommodate all customer complaints in Indonesia, but in reality there are still many customer complaints that have not been resolved properly which need attention. In this study, measurement of user satisfaction toward service responsiveness uses a combination of ServQual method and WebQual method. The combination of both theories, effectively addresses multicollinearity (if many variables are highly correlated). In connection with that condition, based on the theory of service quality (ServQual) is used to determine satisfaction with the application, is there an influence of variables of reliability, responsiveness, empathy, assurance, and tangible toward user satisfaction both individuals and groups. While based on the website quality (webqual 4.0) instrument identify quality based on three variables, namely usability, information quality, and service interaction quality. PLS (Partial Least Square) model of calculation which is one of the Structural Equation Modeling is used to test research hypothesis. Reliability and validity have also been tested. This study is also emphasis on the extent to which the perception of the quality of service of mobile applications myIndiHome perceived and how it affects the user satisfaction of mobile applications myIndiHome in this case the customer indihome that have significant impact on customers' satisfaction..Keywords : Indihome, User Satisfaction, Servqual, and WebqualAbstrakAdapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile myIndiHome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran kepuasan pengguna terhadap respon cepat tanggap layanan menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen website quality (webqual 4.0) mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.Kata kunci : Indihome, Kepuasan Penggguna, Servqual, dan Webqual

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How to strike the balance between data accessibility and data privacy in the case of contact tracing applications (Preprint)

10.2196/preprints.23250 ◽

2020 ◽

Author(s):

Katarzyna Kolasa ◽

Ewa Leszczuk-Czubkowska ◽

Francesca Mazzi ◽

Edyta Piętak

Keyword(s):

Mobile Applications ◽

Data Privacy ◽

Grey Literature ◽

Third Party ◽

Contact Tracing ◽

Data Retention ◽

Data Accessibility ◽

Additional Information ◽

Explicit Consent ◽

Definition Of

BACKGROUND The ongoing COVID-19 pandemic has resulted in the rapid implementation of data-driven innovation, as part of the efforts to curtail the spread of the virus. However, not all digital solutions have been launched expeditiously. A case in point is the adoption of contact tracing mobile applications, although they triggered a debate regarding the issue of data privacy. The objective of our study is to discuss the effective use of digital solutions that are in compliance with data privacy regulations. OBJECTIVE To address the question how to strike the balance between the data accessibility and data confidentiality to ensure the greatest benefit of contact tracing mobile applications. METHODS A systematic review of Pubmed, Medbase, and grey literature was performed. To ensure a standardised approach for reviewing contact tracing applications, two checklists assessing both effectiveness and compliance with data privacy were developed. Based on a scorecard comprising 16 criteria, the ranking of digital solutions was also conducted. RESULTS Overall, 18 applications were reviewed. While seven provided a definition of contact tracing, eight allowed for COVID-19 test result verification and only one defined the efficiency threshold. Explicit consent was requested in 15, and anonymisation techniques and data retention were provided in 14 and 13, respectively. Compliance with data minimisation in terms of Bluetooth was reported in seven cases. Principally, 10 applications collected additional information, of which six adopted anonymisation and/or aggregation for data sharing with a third party. The decentralised approach was identified in eight of 18 cases. With regard to ranking, COVIDSafe received the maximum score (15 of 16 points), while Alipay Health Code ranked last (-3 of 16 points). CONCLUSIONS The compliance with data privacy was the highest with respect to explicit consent and data retention while the lowest with respect to data minimization and sharing in anonymised and aggregated manner. There is still a room for improvement in terms of the usefulness of digital contact tracing in the compliance with data privacy regulations.

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A Multidimensional Analysis of Released COVID-19 Location-Based Mobile Applications

Future Internet ◽

10.3390/fi13110268 ◽

2021 ◽

Vol 13 (11) ◽

pp. 268

Author(s):

Theodoros Oikonomidis ◽

Konstantinos Fouskas ◽

Maro Vlachopoulou

Keyword(s):

Mobile Applications ◽

Legal Aspects ◽

Multidimensional Analysis ◽

Mitigation Measures ◽

Contact Tracing ◽

Geospatial Information ◽

Research Questions ◽

Future Work ◽

Google Play ◽

Proximity Sensing

The spread of coronavirus disease (COVID-19) has triggered a series of responses worldwide ranging from traveling restrictions and shelter-in-place orders to lockdowns, contact tracing, social distancing, and other mitigation measures. To assist with contact tracing and ensure the safety of citizens, a significant number of mobile applications has been developed, utilizing geospatial information and proximity sensing. We perform a thorough research on seven digital databases (Appbrain, e-Health Hub, GDPRhub, “fs0c131y”, News Sites, Appstore, and Google Play), identifying a total of 160 apps regarding COVID-19 related to our research questions. The aim of this research is to identify the main categories of apps and analyze their functions based on a proposed framework of by mapping aspects that affect their functionalities regarding Services, Technology, Societal & Business, and Legal aspects. As the world comes to the new normal, the utilization of these apps might become more essential for more mobile users and developers. The new encryption protocols that are established are also in favor of this argument. Future work can utilize our framework to further examine the development, design, and adoption of such mobile applications.

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A study of the user experience when interacting with applications that work with sports armbands to monitor human activity

Journal of Computer Sciences Institute ◽

10.35784/jcsi.2743 ◽

2021 ◽

Vol 21 ◽

pp. 349-355

Author(s):

Mateusz Kiryczuk ◽

Paweł Kocyła ◽

Mariusz Dzieńkowski

Keyword(s):

Eye Tracking ◽

Human Activity ◽

User Experience ◽

Mobile Applications ◽

User Satisfaction ◽

Average Score ◽

Task Completion ◽

Completion Times

This paper concerns the study of user experience and focuses on two aspects i.e. usability and user satisfaction. Two mobile applications for monitoring human activity, Mi Fit and Google Fit, were tested. Both applications work with sports armbands. Two methods were used for the study: a questionnaire and eye tracking. The comparison of the applications was made on the basis of the collected results from questionnaires, measurements of task completion times and the number and type of errors detected. Nine respondents participated in the study. The Google Fit application received a higher average score for user satisfaction, fewer errors and shorter task completion times.

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The Effectiveness of Android-Based Mobile Applications Authorized Early Detection on User Satisfaction (Parents, Health Empowerment, Teacher)

International Journal of Multicultural and Multireligious Understanding ◽

10.18415/ijmmu.v8i9.2994 ◽

2021 ◽

Vol 8 (9) ◽

pp. 341

Author(s):

Donni Prakosha ◽

Supriyadi Supriyadi ◽

Vania Martha Yunita

Keyword(s):

Early Detection ◽

Mobile Applications ◽

User Satisfaction ◽

Control Group ◽

Teaching Staff ◽

Control Group Design ◽

School Activities ◽

Use Of Technology ◽

Health Empowerment ◽

Quasi Experimental

The 4.0 era education system requires the use of technology in pre-school and school activities. This study focuses on comparing the use of androin-based mobile applications for early detection of autism on user satisfaction (parents, health empowerment, teacher). This study was a quasi-experimental study with a post-test only control group design. A total of 30 parents, 30 health empowerment, and 30 educators in the city of Surakarta who were selected by purposive sampling were used as research samples. The samples were classified into two groups, namely by using an android-based mobile application for early detection of autism. User satisfaction data is collected through a user satisfaction questionnaire. Data were analyzed using univariate and bivariate with mann withney in the SPSS program. The results showed the influence of androin-based mobile applications early detection of autism on user satisfaction. The satisfaction of teaching staff users is higher than that of health empowerment and parents.

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A fair efficacy formula for assessing the effectiveness of contact tracing applications

10.1101/2020.11.07.20227447 ◽

2020 ◽

Author(s):

Adam Fowler

Keyword(s):

Mobile Applications ◽

Mobile Apps ◽

Time Windows ◽

Real Life ◽

Contact Tracing ◽

Proximity Detection ◽

Epidemiological Risk ◽

Efficacy Measure ◽

Impact Of Technology ◽

The Impact

AbstractMobile contact tracing apps have been developed by many countries in response to the COVID-19 pandemic. Trials have focussed on unobserved population trials or staged scenarios aimed to simulate real life. No efficacy measure has been developed that assesses the fundamental ability of any proximity detection protocol to accurately detect, measure, and therefore assess the epidemiological risk that a mobile phone owner has been placed at. This paper provides a fair efficacy formula that can be applied to any mobile contact tracing app, using any technology, allowing it’s likely epidemiological effectiveness to be assessed. This paper defines such a formula and provides results for several simulated protocols as well as one real life protocol tested according to the standard methodology set out in this paper. The results presented show that protocols that use time windows greater than 30 seconds or that bucket their distance analogue (E.g. RSSI for Bluetooth) provide poor estimates of risk, showing an efficacy rating of less than 6%. The fair efficacy formula is shown in this paper to be able to be used to calculate the ‘Efficacy of contact tracing’ variable value as used in two papers on using mobile applications for contact tracing [6]. The output from the formulae in this paper, therefore, can be used to directly assess the impact of technology on the spread of a disease outbreak. This formula can be used by nations developing contact tracing applications to assess the efficacy of their applications. This will allow them to reassure their populations and increase the uptake of contact tracing mobile apps, hopefully having an effect on slowing the spread of COVID-19 and future epidemics.

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An Empirical Analysis of Mobile Apps’ Popularity Metrics in Mobile Software Ecosystems

10.5753/sbqs.2016.15123 ◽

2016 ◽

Author(s):

Ludymila L. A. Gomes ◽

Awdren L. Fontão ◽

Allan J. S. Bezerra ◽

Arilo C. Dias-Neto

Keyword(s):

Mobile Applications ◽

User Satisfaction ◽

Mobile Apps ◽

Mapping Study ◽

Mobile Platforms ◽

Technical Literature ◽

Software Ecosystem ◽

Software Ecosystems ◽

Mobile Software

The growing of mobile platforms in the last years has changed the software development scenario and challenged developers around the world in building successful mobile applications (apps). Users are the core of a mobile software ecosystem (MSECO). Thus, the quality of an app would be related to the user satisfaction, which could be measured by its popularity in App Store. In this paper, we describe the results of a mapping study that identified and analyzed how metrics on apps’ popularity have been addressed in the technical literature. 18 metrics were identified as related to apps’ popularity (users rating and downloads the most cited). After that, we conducted a survey with 47 developers acting within the main MSECOs (Android, iOS and Windows) in order to evaluate these 18 metrics regarding their usefulness to characterize app's popularity. As results, we observed developers understand the importance of metrics to indicate popularity of apps in a different way when compared to the current research.

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COVID-19 and Contact Tracing Apps: Ethical Challenges for a Social Experiment on a Global Scale

Journal of Bioethical Inquiry ◽

10.1007/s11673-020-10016-9 ◽

2020 ◽

Vol 17 (4) ◽

pp. 835-839 ◽

Cited By ~ 1

Author(s):

Federica Lucivero ◽

Nina Hallowell ◽

Stephanie Johnson ◽

Barbara Prainsack ◽

Gabrielle Samuel ◽

...

Keyword(s):

Mobile Applications ◽

Monitoring And Evaluation ◽

Global Scale ◽

Contact Tracing ◽

Social Experiment ◽

Ethical Challenges ◽

Integrated Strategy ◽

Trial Basis ◽

Access Data ◽

Ethical Oversight

AbstractMobile applications are increasingly regarded as important tools for an integrated strategy of infection containment in post-lockdown societies around the globe. This paper discusses a number of questions that should be addressed when assessing the ethical challenges of mobile applications for digital contact-tracing of COVID-19: Which safeguards should be designed in the technology? Who should access data? What is a legitimate role for “Big Tech” companies in the development and implementation of these systems? How should cultural and behavioural issues be accounted for in the design of these apps? Should use of these apps be compulsory? What does transparency and ethical oversight mean in this context? We demonstrate that responses to these questions are complex and contingent and argue that if digital contract-tracing is used, then it should be clear that this is on a trial basis and its use should be subject to independent monitoring and evaluation.

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