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## Abstract Online user feedback has become an essential mechanism for software organizations to gain insight into user concerns and to recognize areas for improvement. In software platform ecosystems, staying abreast of user feedback is particularly challenging due to the multitude of feedback channels and the complex interplay with third party applications. In this paper we report from a mixed-method study of user feedback from over 40,000 relevant reviews from 139 SECO platforms out of 2.4 million online user reviews scraped from 283 retrieved SECO platforms. Through thematic analysis and machine learning classifiers with high accuracy, we identified and analyzed six categories of user challenges in the areas of Integration, Customer Support, Design & Complexity, Privacy & Security, Cost & Pricing, and Performance & Compatibility. Our analysis also shows a significant growth of SECO user feedback in the past five years, highlighting the importance of understanding such user feedback as well as research methodologies to automatically study online user concerns in software ecosystems. To further understand mitigation strategies for challenges reported by end users, we interviewed

Author

Bachan Ghimire; Ze Shi Li; Daniela Damian

Publisher

Springer International Publishing

Published

2024

Language

EN

ISBN

9783031532269

Subjects

Management, Business, Engineering