Analysis of the Educational Application Users Satisfaction Levels by Using the Integrated Entropy Weight VIKOR Method

Abstract

A product review is an essential metric to understand the acceptability level of users. This rating process is often implemented to measure the quality and excellence of a product. It also helps the decision-making processes of potential users regarding the implementation of applications, due to the observation of many options. Furthermore, a product review enables the comparison of applications before imminent subscription. In this case, potential users often analyze various rating levels and perform selection within the Google Play Store based on the experiences of other subscribers. The review is also found to benefit students and software developers, concerning the strengths and weaknesses of the applications. For developers, subsequent modifications of products are mostly supported by this rating process during development. From this context, users and developers need to incorporate Multi-Criteria Decision-Making (MCDM) models, to understand the best and worst applications. Therefore, this study aims to assess the important criteria expected by users of seven educational service applications, by using the integrated Entropy Weight-VIKOR method. In this report, the service applications were selected based on the highest number of users in the Google Play Store.All criterion’s mass was also calculated through the entropy weight method. To rank the application through eight selected criteria, the VIKOR method was subsequently used. The results showed that the best educational service application qualities were Khan Academy and Udemy, with Socratic being the lowest. Some criteria such as download (Cr 1 ), video (Cr 2 ), cost (Cr 3 ), and teacher (Cr 8 ) were also suggested for improvement. From these results, thev-value did not affect the rankings of Khan Academy, Udemy, or Socratic, although it influenced the positions of other applications. This indicated that Khan Academy and Udemy had excellent customer satisfaction levels, regarding functionality and few specific complaints. However, Socratic had high complaints from individuals and low users satisfaction. Based on these results, a comparative analysis was carried out with the baseline study, for analytical validation. In this case, better outputs were observed for the present study than the baseline analysis, due to having three stable ranking positions.