Abstract

Users’ satisfaction is an important indicator of App quality, and version updating is an important means for developers to respond user requirements. Incorporating user reviews into iterative delivery of new App versions would improve the quality and ratings of Apps. Most of existing research analyzed App attributes’ influences on customers’ satisfaction from the application level, but the influences on users from the perspective of the version level has more practical implications and may has the underlying relationship with customers’ satisfaction. According to the dimensions of managerial response, this paper explores the impacts of response consistency and response timeliness on users’ satisfaction. Empirical analysis was conducted based on 4797 versions and 463176 comments from 241 shopping apps in Apple App Store on “qimai” website. The results show that response consistency and response timeliness both have a significant positive impact on users’ satisfaction.

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