Human Ecology Research

The Korean Home Economics Association (대한가정학회)
권호 표지
DOI QR코드

DOI QR Code

Samsung Health Application Users' Perceived Benefits and Costs Using App Review Data and Social Media Data

삼성헬스 사용자의 혜택 및 비용에 대한 연구: 앱 리뷰와 소셜미디어 데이터를 중심으로

  • Kim, Min Seok (Department of Consumer Science, Sungkyunkwan University) ;
  • Lee, Yu Lim (Department of Consumer Science, Sungkyunkwan University) ;
  • Chung, Jae-Eun (Department of Consumer Science/Convergence Program for Social Innovation, Sungkyunkwan University)
  • 김민석 (성균관대학교 소비자학과) ;
  • 이유림 (성균관대학교 소비자학과) ;
  • 정재은 (성균관대학교 소비자학과/소셜이노베이션융합전공)
  • Received : 2020.09.11
  • Accepted : 2020.11.02
  • Published : 2020.11.30
Download PDF
⟨ Previous Next ⟩

Abstract

This study identifies consumers' perceived benefits and costs when using Samsung Health (a healthcare app) based on consumer reviews from Google Play Store's app and social media discourse. We examine the differences in the benefits and the costs of Samsung Health using these two sources of data. We conducted text frequency analysis, clustering analysis, and semantic network analysis using R programming. The major findings are as follows. First, consumers experience benefits and costs on several functions of the app, such as step counting, device interlocking, information acquisition, and competition with global consumers. Second, the results of semantic network analysis showed that there were eight benefit factors and three cost factors. We also found that the three costs correspond to the benefits, indicating that some consumers gained benefits from certain functions while others gained costs from the same functions. Third, the comparison between consumer app review and social media discourse showed that the former is appropriate to assess the performance of app functions, while the latter is appropriate to examine how the app is used in daily life and how consumers feel about it. The current study suggests managerial implications to healthcare app service providers regarding what they should strengthen and improve to enhance consumers' satisfaction. It also suggests some implications from the two media, which can be mutually complementary, for researchers who study consumer opinions.

Keywords

References

  1. Cha, M. K. (2015). Semantic network analysis of arts management in newspaper articles: From 1990 to 2014. The Journal of Cultural Policy, 29(2), 168-200. https://doi.org/10.16937/jcp.29.2.201508.168
  2. Choi, A. Y., & Rha, J. Y. (2015). Consumer typology and the determinant of utility, disutility on smartphone user. Consumer Studies Research, 26(3), 163-186.
  3. Choi, S. K. (2020). Personalized marketing era, data intelligence: Big data, moving beyond artificial intelligence to data intelligence. Regional Informatization, 120, 74-77.
  4. Cho, J. H., & Han, J. S. (2019). The effects of hotel branded app's quality factors and economic benefits on perceived value, user satisfaction, and continuous use intention. Korean Journal of Hospitality & Tourism, 28(5), 213-230. https://doi.org/10.24992/kjht.2019.07.28.05.213
  5. Cho, Y. H., & Bang, J. H. (2009). Social network analysis for new product recommendation. Journal of Intelligence and Information Systems, 15(4), 183-199.
  6. Ha, E. B., Lim, C. M., & Choi, J. H. (2014, 02). Determinants of continuous use of mobile healthcare applications: Focusing on S health application of Galaxy S4. Paper presented at the Conference of Korean HCI Societies, Gangwon-do, Korea.
  7. Han, J. Y., & Lee, S. H. (2019). Investigating online learning types based on self-regulated learning in online software education: Applying hierarchical cluster analysis. The Journal of Korean Association of Computer Education, 22(5), 51-65. https://doi.org/10.32431/kace.2019.22.5.005
  8. Han, K, J. (2019, October 10). Analysis of the usage behavior of apps related to exercise records. Rankey. Retrieved April 20, 2020, from https://m.rankey.com/blog/blog_view.php?NO=585&PAGE=1
  9. Hwang, Y. J. (2015). Analysis of consumer propensity using SNS data. ML: Statistics Korea.
  10. Information and Communication Industry Promotion Agency. (2019). Global Healthcare Market. Chungcheong-do: Information and Communication Industry Promotion Agency.
  11. Jung, M. J., Lee, Y. L., Yoo, C. M., Kim, J. W., & Chung, J. E. (2019). An exploratory study on consumers' responses to mobile payment service focused on Samsung Pay. Digital Convergence Research, 17(1), 9-27. https://doi.org/10.14400/JDC.2019.17.1.009
  12. Jeon, J. K. (2016, January 17). SNS becomes a place to show off money and luxury. Insight. Retrieved April 29, 2020, from https://www.insight.co.kr/newsRead.php?ArtNo=47105
  13. Kang, M. M., Kim, S. R., & Park, S. M. (2012). Analysis and utilization of big data. Journal of the Information Science, 30(6), 25-32.
  14. Kang, W. G., Ko, E. S., Lee, H. R., & Kim, J. N. (2018). A study of the consumer major perception of packaging using big data analysis: Focusing on text mining and semantic network analysis. Journal of the Korea Convergence Society, 9(4), 15-22. https://doi.org/10.15207/JKCS.2018.9.4.015
  15. Ko, E. J. (2018). Can healthcare be a new growth engine for IT companies? ML: LG Economic Research Institute.
  16. Koo, C. M., Chung, N. H., & Joun, Y. H. (2011, 11). A study on the usage motivation and outcomes of social network service: Focusing on presentation desire of online identity. Paper presented at the Korea Management Information Society Autumn Integrated Academic Conference, Seoul, Korea.
  17. Kim, D, H., & Lee, Y. J. (2020). The effect of innovation resistance of users on intention to use mobile health applications. Journal of the Bibleian Society of Korea, 31(1), 5-20. https://doi.org/10.14699/kbiblia.2020.31.1.005
  18. Kim, H, Y., & Lee, K. B. (2020). The effect of brand innovativeness on consumer's brand attitude: Focusing on moderating effect of the brand authenticity. Humanities Society 21, 11(1), 1129-1142. https://doi.org/10.22143/hss21.11.1.83
  19. Ki, Y. S., Ahn, S. M., Cho, M. G., & Choi, B. G. (2019). An analysis on affecting factors of healthcare applications continuous usage intention and their relationships. The Journal of Society for e-Business Studies, 24(1), 49-89. https://doi.org/10.7838/jsebs.2019.24.1.049
  20. Lee, J. H., Lee, J. M., Kim, W. K., & Kim, H. G. (2017). A study on perception of swimsuit using big data text-mining analysis. Korean Journal of Sport Science, 28(1), 104-116. https://doi.org/10.24985/kjss.2017.28.1.104
  21. Lee, J. H., & Yu, S. Y. (2019). The effect of hashtag usage motivation on Instagram behavior: Focusing on moderating effects of social comparison. The Korean Journal of Consumer and Advertising Psychology, 20(4), 445-465. https://doi.org/10.21074/kjlcap.2019.20.4.445
  22. Lee, J. M., & Chung, J. H. (2013). Personalized service at the restaurant design research: focusing on application. A Study on Basic Formation, 14(1), 361-368.
  23. Lee, J. M., & Rha, J. Y. (2015). Exploring consumer responses to the cross-border e-commerce using text mining. Consumer Studies Research, 26(5), 93-124.
  24. Lee, J. S. (2020, January 16). 2020 Mobile status report, health and fitness apps in Korea 570% more than 2 years ago. Digital Chosun. Retrieved April 30, 2020, from http://digitalchosun.dizzo.com/site/data/html_dir/2020/01/16/2020011680096.html
  25. Lee, J. W., Kim, J. D., & Ji, A. R. (2010, 10). A Present Condition of Smartphone Health Applications. Paper presented at the KSDS Conference, Gangwon-do, Korea.
  26. Lee, J. W., Im, H. H., Kim, J. H., Kang, S. J., & Kim, M. S. (2012). Exploring user perceived usability characteristics of applications on smart phones: A grounded theory analysis of user reviews. Journal of the Korean Society of Science and Technology, 13(2), 615-627. https://doi.org/10.5762/kais.2012.13.2.615
  27. Lee, L. S., Lee, S. H., Jeong, J. S., & Noh, K. Y. (2017). Psychological factors influencing continuous use of mobile healthcare applications. Digital Convergence Research, 15(7), 447-456. https://doi.org/10.14400/JDC.2017.15.7.445
  28. Lee, N. Y. (2016). Effects of healthcare service users compliance intention on continuous usage. The Journal of Society for e-Business Studies, 21(4), 95-117. https://doi.org/10.7838/jsebs.2016.21.4.095
  29. Lee, S. E., & Kim, S. I. (2014). Mobile fitness applications user experience study: Analytic focus on extreme users. Journal of Digital Design, 14(3), 769-777. https://doi.org/10.17280/jdd.2014.14.3.076
  30. Lee, Y. D., & Choi, J. M. (2017). Suggestions of direction for smart health care UX design based on motivation strategies: Focused on exercise management mobile application. Korea Design Forum, 57, 175-184. https://doi.org/10.21326/ksdt.2017.57.015
  31. Lee, Y. L., Jung, M. J., Kim, A. Y., Park, I. Y., & Chung, J. E. (2019). Smart watch consumers' perceived benefits and costs from product experience using semantic network analysis: Focused on Apple Watch. Consumer Studies Research, 30(6), 195-225. https://doi.org/10.35736/jcs.30.6.9
  32. Ma, K. W., Park, S. Y., & Park, S. J. (2016). Automatic detection of usability issues on mobile applications. Journal of the Society for Information Processing, 5(7), 319-326. https://doi.org/10.3745/ktsde.2016.5.7.319
  33. Park, E. A., & Lee, J. S. (2019). The relationship among SNS characteristic, image, revisit intention: Focused on franchise coffee shop. Academic Presentation Conference of the Korea Tourism Leisure Association, 31(7), 341-357. https://doi.org/10.31336/jtlr.2019.7.31.7.341
  34. Park, M. J. (2017). Factors affecting intention to use smartphone healthcare applications. Journal of the Korea Academia-Industrial Cooperation Society, 18(4), 143-153. https://doi.org/10.5762/KAIS.2017.18.4.143
  35. Park, S. Y. (2018, October 18). Korean consumers are more interested in 'health' than in money. Financial News. Retrieved May 1, 2020, from https://www.fnnews.com/news/201810181640493088
  36. Peterson, R. A. (1995). Relationship marketing and the consumer. Journal of the Academy of Marketing Science, 23(4), 278-281. https://doi.org/10.1177/009207039502300407
  37. Samsung Health. (2020). Retrieve October 20, 2020, from https://www.samsung.com/sec/apps/samsung-health/
  38. Shin, H. J., Lee, H. J., Park, J. S., Jo, H. R., Na, M. J., Cha, S. H., et al. (2015). The investigational study on health-related mobile application software and Its improvement. FCD Legal Research, 10(1), 1-9.
  39. Shin, Y. J., & Yim, M. S. (2019). A study on the characteristics of social media behavior of SNS users: From holistic view. The e-Business Studies, 20(1), 3-22. https://doi.org/10.20462/tebs.2019.2.20.1.3
  40. Sohn, S. J., Park, M. S., Park, J. E., & Sohn, J. H. (2012). Korean emotion vocabulary: Extraction and categorization of feeling words. Korean Journal of the Science of Emotion & Sensibility, 15(1), 105-120.
  41. Suh, M. S., Ahn, J. W., Lee, E. K., & Oh, D. Y. (2009). Purchasing avoidance of digital convergence products: Focusing on the customer's psychological factors and the innovation resistance. Journal of the Korea Contents Association, 9(1), 270-284. https://doi.org/10.5392/jkca.2009.9.1.270
  42. Wang, B. R., Park, J. Y., & Choi, I. Y. (2011). Influencing factors for the adoption of smartphone healthcare application. Journal of the Korea Contents Association, 11(10), 396-404. https://doi.org/10.5392/jkca.2011.11.10.396
  43. Yang, S. J., & Kim, K. R. (2014). Impacts of affects and cognitions on satisfaction & behavioral loyalty toward theme parks: Moderating effects of actual expenses. International Journal of Tourism and Hospitality Research, 28(3), 15-29.
  44. Yang, Y. S., & Shin, C. H. (2010). Innovation resistance of consumer in accepting new technology: With emphasis on mobile phone touch interface technology. Archives of Design Research, 23(3), 37-52.
  45. Yoon, N. H., & Choo, H. J. (2011). The effect of mobile using benefits and costs on the self-connection with mobile device: Comparing between mobile fashion users and non-users. Consumer Studies Research, 22(2), 227-252.