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An Empirical Study of User Support Tools in Open Source Software

End users' positive response is essential for the success of any software. This is true for both commercial and Open Source Software (OSS). OSS is popular not only because of its availability, which is usually free but due to the user support it provides, generally through public platforms. The...

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Main Authors: Raza, A., Capretz, L.F., Basri, S.B.
Format: Conference or Workshop Item
Published: IEEE Computer Society 2019
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85075785939&doi=10.1109%2fICCA.2019.8899935&partnerID=40&md5=9a40e08b86bbd3dde54ae234db4f96e8
http://eprints.utp.edu.my/23631/
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spelling my.utp.eprints.236312021-08-19T08:09:07Z An Empirical Study of User Support Tools in Open Source Software Raza, A. Capretz, L.F. Basri, S.B. End users' positive response is essential for the success of any software. This is true for both commercial and Open Source Software (OSS). OSS is popular not only because of its availability, which is usually free but due to the user support it provides, generally through public platforms. The study model of this research establishes a relationship between OSS user support and available support tools. To conduct this research, we used a dataset of 100 OSS projects in different categories and examined five user support tools provided by different OSS projects. The results show that project trackers, user mailing lists, and updated versions have a significant role in gaining user support. However, we were unable to find a significant association between user support and documentation, as well as between user support and the troubleshooting guidelines provided by OSS projects. © 2019 IEEE. IEEE Computer Society 2019 Conference or Workshop Item NonPeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-85075785939&doi=10.1109%2fICCA.2019.8899935&partnerID=40&md5=9a40e08b86bbd3dde54ae234db4f96e8 Raza, A. and Capretz, L.F. and Basri, S.B. (2019) An Empirical Study of User Support Tools in Open Source Software. In: UNSPECIFIED. http://eprints.utp.edu.my/23631/
institution Universiti Teknologi Petronas
building UTP Resource Centre
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Petronas
content_source UTP Institutional Repository
url_provider http://eprints.utp.edu.my/
description End users' positive response is essential for the success of any software. This is true for both commercial and Open Source Software (OSS). OSS is popular not only because of its availability, which is usually free but due to the user support it provides, generally through public platforms. The study model of this research establishes a relationship between OSS user support and available support tools. To conduct this research, we used a dataset of 100 OSS projects in different categories and examined five user support tools provided by different OSS projects. The results show that project trackers, user mailing lists, and updated versions have a significant role in gaining user support. However, we were unable to find a significant association between user support and documentation, as well as between user support and the troubleshooting guidelines provided by OSS projects. © 2019 IEEE.
format Conference or Workshop Item
author Raza, A.
Capretz, L.F.
Basri, S.B.
spellingShingle Raza, A.
Capretz, L.F.
Basri, S.B.
An Empirical Study of User Support Tools in Open Source Software
author_facet Raza, A.
Capretz, L.F.
Basri, S.B.
author_sort Raza, A.
title An Empirical Study of User Support Tools in Open Source Software
title_short An Empirical Study of User Support Tools in Open Source Software
title_full An Empirical Study of User Support Tools in Open Source Software
title_fullStr An Empirical Study of User Support Tools in Open Source Software
title_full_unstemmed An Empirical Study of User Support Tools in Open Source Software
title_sort empirical study of user support tools in open source software
publisher IEEE Computer Society
publishDate 2019
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85075785939&doi=10.1109%2fICCA.2019.8899935&partnerID=40&md5=9a40e08b86bbd3dde54ae234db4f96e8
http://eprints.utp.edu.my/23631/
_version_ 1738656499395198976
score 13.211869

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