Gestión del feedback de usuarios en el desarrollo de aplicaciones móviles: Un desafío para la transformación digital en Cuba

Alionuska  Velazquez Cintra; Ailyn Febles Estrada; Juan Pedro Febles Rodríguez

Authors

Alionuska Velazquez Cintra Unión de Informáticos de Cuba
Ailyn Febles Estrada Ministerio de Comunicaciones
Juan Pedro Febles Rodríguez Unión de Informáticos de Cuba

Keywords:

mobile applications, digital transformation, feedback management, decision-making, linguistic uncertainty

Abstract

This article presents a diagnosis of the management and integration of user feedback within the decision-making processes of mobile application development teams in Cuba. The study is based on a five-dimensional analysis model: organizational, management, operative, technical, and strategic. Using a mixed-methods approach and a sample of 72 specialists, a critical gap was identified: although 90.7% recognize the strategic value of user opinions, 83.5% perform their management manually. The results reveal that 78.3% of the feedback is polycoded (emojis, audio, symbols), leading to high linguistic and technical uncertainty. It is concluded that the lack of tools for the standardization and traceability of heterogeneous information constitutes the main bottleneck for data-driven decision-making, limiting the scope of digital transformation within the national context.

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