Google Classroom Usability in Google Play Reviews: A Framework-Guided Content Analysis Using Nielsen’s Dimensions

Google Classroom is used to organize learning activities, yet structured assessments may overlook problems reported during everyday use. This study examined 800 Google Play reviews to identify usability-related concerns, classify them using Nielsen’s five usability dimensions, and measure the proportion of feedback that did not fit the framework. Reviews were retrieved with the Python google-play-scraper package using Indonesian language and country settings and sorted from newest to oldest. Framework-guided qualitative content analysis assigned each review one primary category: learnability, efficiency, memorability, errors, satisfaction, or Other. Category frequencies were summarized descriptively. Ratings were concentrated at both extremes, with 347 one-star reviews (43.38%) and 288 five-star reviews (36.00%). Of the 800 reviews, 427 (53.38%) were classified within Nielsen’s dimensions, while 373 (46.63%) fell into the Other category. Among framework-mapped reviews, errors accounted for 56.44% and satisfaction for 37.00%, whereas learnability, efficiency, and memorability collectively represented 6.56%. Common error-related reports concerned bugs, failed assignment uploads, login difficulties, crashes, and notification problems. The large Other category indicates that nearly half of the reviews could not be classified within the five dimensions under the study’s coding rules. These findings suggest that app-store reviews complement structured usability assessments by highlighting user-reported problems with essential learning tasks. Because the reviews were self-selected and collected at one point in time, the category frequencies should not be generalized to Google Classroom users overall.