Resumo

VELAZQUEZ HIDALGO, Arlennys Susana; FERNANDEZ PEREZ, Yamilis; PACHECO JEREZ, Yoandrys Silverio  e  ZULUETA VELIZ, Yeleny. Methods and criteria to assess the quality in the use of mobile applications for Cuban citizen services. RCCI [online]. 2023, vol.17, n.3  Epub 01-Set-2023. ISSN 2227-1899.

The software industry in Cuba plays a crucial role in the country's digital economy and in the evolution of business. The significant increase in the use of mobile telephony and internet access has allowed a growth in the development of applications that simplify processes and citizen services. Evaluating the quality of use of mobile applications is essential to determine user satisfaction and the competitiveness of development companies, as well as to help decision making. Evaluation is a complex process due to the number and diversity of criteria to be considered and the multiple relationships between them; to which is added the complexity of aggregating these criteria to obtain a quality index. The objective of this research is to identify the criteria to be evaluated and the solution method to aggregate the information and obtain a quality index in use. It is necessary to model the evaluation process of the quality in use of mobile applications for the attention of Cuban citizens as a problem of selection and evaluation decision making, and thus achieve a more transparent and manageable process for users. As a result of the research, the criteria defined in the ISO/IEC 25010 quality in use model and the TOPSIS multi-criteria decision method were determined as criteria.

Palavras-chave : mobile applications; evaluation of quality in use; decision making; quality criteria, multi-criteria decision methods.

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