Users' voice and service selection: An empirical study

Service Oriented software development saves time by reusing existing services and integrates them to create a new system. But selecting a service that satisfies the requirements of all concerned stakeholders is a challenging task. The situation has been exacerbated within the past few years with huge number of services available that offer similar functionalities where the analysts require additional information for making better decision for service selection. User feedback analysis has recently gained a lot of attention for its potential benefits in various areas of requirements engineering. The aim of this research is to evaluate the impact of feedback provided by the end users of the services, on the decision making process for the service selection. In this paper we present an empirical study that utilizes user feedback analysis for selection of a service among 92 available services with similar functionalities. The results show that in scenarios with significant number of services, it is helpful for analysts to consider additional information to select optimally best matched service to the requirements.