A Study on Customer Satisfaction of Mobile Shopping Apps Using Topic Analysis of User Reviews

Kwang-Kook Kim, Yong-Hwan Kim, Ja-Hee Kim

Abstract


Despite the rapid growth of the mobile shopping market, major market participants are continuing to suffer operating losses due to severe competition. To solve this problem, the mobile shopping market requires research to improve customer satisfaction and customer loyalty rather than excessive competition. However, the existing studies have limits to reflect the direct needs of customers because they extract the factors on the basis of the Technology Acceptance Model and the literature study. In this study, to reflect the direct requirements of users of mobile shopping Apps, we derived concretely and various factors influencing customer satisfaction through a topic analysis using user reviews. And then we assessed the importance of derived factors to customer satisfaction and analyzed the effects of customer satisfaction on customer complaints and customer loyalty on a structural equation model based on the American customer satisfaction index. We expect that our framework linking a topic analysis and a structural equation model is to be applicable to studies on the customer satisfaction of other mobile services.


Full Text:

PDF

References


Anderson, R. E. and Srinivasan, S., “E-satisfaction and E-loyalty: A Contingency Framework,” Psychology & Marketing, Vol. 20, No. 2, pp. 122-138, 2003.

Archak, N., Ghose, A., and Ipeirotis, P. G., “Deriving the pricing power of product features by mining consumer reviews,” Management Science, Vol. 57, No. 8, pp. 1485-1509, 2011.

Baek, M. Y. and Han, S. L., “Analysis of Usage Motivation and Repeat-Using Intention in Mobile Social Commerce,” Journal of DAEHAN Association of Business Administration, Vol. 28, No. 1, pp. 103-120, 2015.

Blei, D. M., “Probabilistic topic models,” Communications of the ACM, Vol 55, No. 4, pp. 77-84, 2012.

Blei, D., Ng, A., and Jordan, M., “Latent Dirichlet Allocation,” Journal of Machine Learning Research, Vol. 3, pp. 993-1022, 2003.

Blodgett, J. G. and D. H. Granbois, “Toward an Integrated Conceptual Model of Consumer Complaining Behavior,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, No. 1, pp. 93-103, 1992.

Cao, M., Zhang, Q., and Seydel, J., “B2C e-commerce web site quality: an empirical examination,” Industrial Management & Data Systems, Vol. 105, No. 5, pp. 645-661, 2005.

Chae, S. H., Lim, J. I., and Kang, J. Y., “A Comparative Analysis of Social Commerce and Open Market Using User Reviews in Korean Mobile Commerce,” Journal Intelligence Information System, Vol. 21, No. 4, 2015.

Chen, Z. and Dubinsky, A. J., “A conceptual model of perceived customer value in e-commerce: A preliminary investigation,” Psychology & Marketing, Vol. 20, No. 4, pp. 323-347, 2003.

Chiru, C. G., Rebedea, T., and Ciotec, T., “Comparison between LSA-LDA-Lexical Chains,” WEBIST, pp. 255-262, 2014.

Choi, J. W., Lee, H., Kim, J. M., and Song, J. H., “A Comparative Analysis of Curriculums for Software-related Departments based on Topic Modeling,” The Journal of Society for e-Business Studies, Vol. 22, No. 4, pp. 193-214, 2017.

Choi, J. W., Seol, H. J., Lee, S. J., Cho, H. M., and Park. Y. T., “Customer satisfaction factors of mobile commerce in Korea,” Internet research, Vol. 18, No. 3, pp. 313-335, 2008.

Coughlan, M., Cronin, P., and Ryan, F., “Survey research: Process and limitations,” International Journal of Therapy & Rehabilitation, Vol. 16, No. 1, 2009.

Cyr, D., Head, M., and Ivanov, A., “Design Aesthetics Leading to M-loyalty in Mobile Commerce,” Information & Management, Vol. 43, No. 8, pp. 950-963, 2006.

Davis, F. D., “Perceived usefulness, perceived ease of use, and user acceptance of information technology,” MIS quarterly, pp. 319-340, 1989.

Fornell, C. and Robert, A. W., “An Exploratory Study of Assertiveness, Aggressiveness and Consumer Complaining Behavior,” Advances in Consumer Research, Vol. 6, pp. 105-110, 1979.

Gefen, D. and Straub, D. W., “The relative importance of perceived ease of use in IS adoption: A study of e-commerce adoption,” Journal of the association for Information Systems, Vol. 1, No. 8, pp. 1-28, 2000.

Gummerus, J., Liljander V, Pura, M., and van Riel, A., “Customer Loyalty to Content-based Websites: The case of an Online Health-care Service,” Journal of Service Marketing, Vol. 18, No. 3, pp. 175-186, 2004.

http://contents.opensurvey.co.kr/form_report_mshopping_2017_2H, “Mobile Shopping Trend Report 2017_2H”.

https://news.joins.com/article/22535905, 2018. 04. 14.

Jang, S. H., Ma, Y. J., and Lee, C. W., “A Study on Influencing m-Loyalty of Website Quality in the Mobile Commerce,” The e-Business Studies, Vol. 10, No. 4, pp. 131-154, 2009.

Jin, D. W. and Kim, S. H., “The Study on Factors Influencing the Performance of Mobile Commerce,” The e-Business Studies, Vol. 7, No. 2, pp. 185-213, 2006.

Jin, G. S. and Lee, J. H., “Service Quality Factors Affecting Satisfaction and Repurchase Intention of Social Commerce,” Journal of the Korea Contents Association, Vol. 12, No. 3, pp. 311-321, 2012.

Jun, B. H. and Kang, B. G., “Effects of Information Quality on Customer Satisfaction and Continuous Intention to use in Social Commerce,” Journal of the Korea Society of Computer and Information, Vol. 18, No. 3, pp. 127-139, 2013.

Kaura, V., Ch. S. D. Prasad and S. Sharma, “Service Quality, Service Convenience, Price and Fairness, Customer Loyalty, and the Mediating Role of Customer Satisfaction,” International Journal of Bank Marketing, Vol. 33, No. 4, pp. 404-422 2015.

Keeney, R. L., “The value of Internet commerce to the customer,” Management science, Vol. 45, No. 4, pp. 533-542, 1999.

Kim, J. H., Byeon, H. S., and Lee, S. H., “Enhancement of User Understanding and Service Value Using Online Reviews,” The Journal of Information Systems, Vol. 20, No 2, pp. 21-36, 2011.

Kim, J. Y. and Kim, D. S., “A Study on the Method for Extracting the Purpose-Specific Customized Information from Online Product Reviews based on Text Mining,” The Journal of Society for e-Business Studies, Vol. 21, No. 2, pp. 151-161, 2016.

Kim, S. H., Jin, D. W., and Choi, J. K., “An Empirical Study on Influencing Factors of Mobile Commerce User Satisfaction,” The e-Business Studies, Vol. 7, No 1, 2006.

Kim, S. K., Cho, H. J., and Kang, J. Y., “The Status of Using Text Mining in Academic Research and Analysis Methods,” Journal of Information Technology and Architecture, Vol. 13, No. 2, pp. 317-329, 2016.

Kim, Y. H., Kim, J. H., Park, J. H., and Lee, S. J., “Analysis of Success Factors for Mobile Commerce using Text Mining and PLS Regression,” Journal of the Korea Society of Computer and Information, Vol. 21, No. 11, pp. 127-134, 2016.

Kostyra, D. S., Reiner, J. Natter, M., and Klapper, D., “Decomposing the effects of online customer reviews on brand, price, and product attributes,” International Journal of Research in Marketing, Vol. 33, No. 1, pp. 11-26, 2016.

Landon, E. L., “The Direction of Consumer Complaint Research,” Advances in Consumer Research, Vol. 7, No. 1, pp. 335-338, 1980.

Lee, S. J., “A Study on Determinants Affecting the Usage of Social Commerce,” Korean Journal of Broadcasting and Telecommunication Studies, Vol. 26, No. 3, pp. 495-529, 2012.

Lee, T. M., “The Effects of Components of Interactivity on Customer Relationship Building and Purchase Intentions in Mobile Environments,” Journal of Korean Marketing Association, Vol. 19, No. 1, pp. 61-96, 2004.

Lee, Y. C. and Choi, Y. Jae., “An Exploratory Research on College Students; Usages of Mobile Commerce,” Journal of Communication Science, Vol. 12, No. 4, pp. 382-418, 2012.

Lim, B. H. and Yook, R., “A Comparative Study on User Satisfaction and Service Quality of Mobile Commerce Service between Korea and China,” The Journal of Internet Electronic Commerce Research, Vol. 12, No. 4, pp. 335-359, 2012.

Lin, H. H. and Wang, Y. S., “An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts,” Information & Management, Vol. 43, No. 3, pp. 271-282, 2006.

Mallat, M., M. Rossi, V. K. Tuunainen and A. Oorni, “The impact of use context on mobile services acceptance: The case of mobile ticketing,” Information & Management, Vol. 46, No. 3, pp. 190-195, 2009.

Michael, R. Z., Thomas, G., Mark, S., Padhraic, S., “The Author-Topic Model for Authors and Documents,” UAI ‘04 Proceedings of the 20th Conference on Uncertainty in artificial intelligence, pp. 487-494, 2004.

Moon, S. J. and Jung, H. K., “A Research of the Customer Satisfaction Influencing Repurchase Intention and Complaining Behavior on the Internet Shopping mall,” The e-Business Studies, Vol. 8, No. 2, pp. 87-107, 2007.

Mudambi, S. M. and Schuff, D., “What makes a helpful review? A study of customer reviews on Amazon. com.,” MIS quarterly, Vol. 34, No. 1, pp. 185-200, 2010.

Okazaki, S. and Mendez, F., “Exploring convenience in mobile commerce: Moderating effects of gender,” Computers in Human Behavior, Vol. 29, No. 3, pp. 1234-1242, 2013.

Oliver, R. L., “A Cognitive Model of the antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, Vol. 17, pp. 460-469, 1980.

Oliver, R. L., “Whence Consumer Loyalty?,” Journal of Marketing, Vol. 63, Fundamental Issues, pp. 33-44, 1999.

Paul, M., Thurau, T. H., Dwayne, D. G., Gwinner, K. P., and Wiertz, C., “Toward a Theory of Repeat Purchase Drivers for Consumer Services,” Journal of the Academy of Marketing Science, Vol. 37, No. 2, pp. 215-237, 2009.

Ranganathan, C. and Ganapathy, S., “Key Dimensions of Business-to-Consumer Web Sites,” Information & Management, Vol. 39, No. 6, pp. 457-465, 2002.

Richins, M. L., “Negative Word of Mouth by Dissatisfied Consumers: A Pilot Study,” Journal of Marketing, Vol. 47, Winter, pp. 67-78, 1983.

Ryu, I., Kim, J. J., and Rho, H. O., “The Effect of Web Site Usability on Customer Satisfaction and Customer Loyalty in Internet Shopping Malls,” Journal of Industrial Economics and Business, Vol. 19, No. 4, pp. 1597-1614, 2006.

Sambandam, R. and Lord, K. R. JAMS, “Switching behavior in automobile markets: A consideration-sets model,” Journal of the Academy of Marketing Science, Vol. 23, No. 1, pp. 57-65, 1995.

Song, H. J., Cho, Y. J., Kim, J. W., Yoon, S. S., and Lee, S. J., “The Study of Re-exploring for Cause of Turnover of Business Women using Topic Analysis,” Media, Gender & Culture, Vol. 32, No. 2, pp. 175-220, 2017.

Wang, Y. S. and Liao, Y. W., “The conceptualization and measurement of m-commerce user satisfaction,” Computers in human behavior, Vol. 23, No. 1, pp. 381-398, 2007.

Woo, J. P., “Structural Equation Model Concept and Understanding,” Hannara Academy, 2012.

Yung, S. Y. and Li, Y. M., “Building trust in m-commerce: contributions from quality and satisfaction,” Online Information Review, Vol. 33, No. 6, pp. 1066-1086, 2009.


Refbacks

  • There are currently no refbacks.