Perceived Usefulness and Ease of Use on Mobile Communication App Reviews

Niken F. Ernungtyas


The use of mobile communication apps increases drastically in line with the high adoption of smartphone technology. The adoption of mobile apps could be also indicated by the presence of user reviews and user attitude on app stores. Therefore, this study applied the usefulness and ease-of-use concept of the Technological Acceptance Model (TAM) to analyze 202 user comments of instant messaging applications. The content analysis showed high inter-coder reliability (92%) with Cohen’s Kappa measurement. There are 19 labeled negative evaluation comments in the aps review. The review revealed that the majority of users still complain about voice call features, updating, and technical error. More users perceive the communication apps as difficult to use (46,2%) and some others admit apps as useful (25,9%). Users also suggest developer to improve feature related to technical error and to create a video call. Interestingly, few users’ complaints are not about the apps quality, but cultural consideration such as LGBT emoji. At the same time, this study found perceived usability of the user sphere has not been yet in accordance with the expert sphere. Different perspective about the
apps service, particularly regular update, results massive complaints


mobile communication apps; reviews; users; usefulness; ease-of-use

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