• Human Ecology Research
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• v.58 no.4
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• pp.613-633
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• 2020

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.

• The Journal of the Korea Contents Association
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• v.22 no.10
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• pp.279-290
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• 2022

The popularization of mobile Internet applications has accelerated the development of smart tourism industry. Based on TAM and VAM theories, this paper studies the influencing factors of tourism App users' willingness to continue using through complex network and data analysis methods. Through the research, it is found that the improvement of service level and design concept of smart tourism application can accelerate the aggregation of complex networks and improve user engagement. At the same time, reasonable price service experience value, convenience service experience value, interactive service experience value, emotional design perception, ease of use design perception, entertainment design perception and other factors can have a direct impact on users' intention to continue to use, and there is a significant correlation. The smart tourism App's convenience and price advantage are the root of its competitiveness. The design concept can affect users' emotional experience and perceptual experience, and help smart tourism App improve users' satisfaction.

• Journal of Information Technology Services
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• v.20 no.2
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• pp.147-166
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• 2021

As vehicle sharing service is being widely used in China. The sharing economy appeared to be a way to make people's lives more convenient and to utilize limited resources efficiently. Sharing economy companies have created an app to satisfy users' needs with providing more benefits. Although research on vehicle sharing services has been continuously conducted at the level of the sharing economy, there are not many empirical studies related to the perception of the sharing economy from the consumer's point of view. In this sense, this study considered the perceived relationship benefits (social benefits, economic benefits, psychological benefits, and functional benefits) of Didi chuxing service as the key independent variables influencing users' confirmation and satisfaction, And suggests that users' confirmation and satisfaction are the key determinants of Didi continuance intention . To test the proposed research model, this study conducted structural equation model using 268 data collected on the users who have experience of Didi service. According to the empirical analysis results, This study verifies that: First, social benefits, economic benefits, psychological benefits, and functional benefits are determinants of user's satisfaction. Second, expectation confirmation depends on economic benefits, psychological benefits, functional benefits and social influence, meanwhile, social benefit has no effect on expectation confirmation. Third, expectation confirmation is proved to be a positive predictor of users' satisfaction. Finally, this results indicate that continuous use intention is determined by users' satisfaction.

• Journal of Internet Computing and Services
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• v.25 no.3
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• pp.43-54
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• 2024

This study employs text mining techniques to compare user responses across various Over-The-Top (OTT) service platforms. The primary objective of the research is to understand user satisfaction with OTT service platforms and contribute to the formulation of more effective review strategies. The key questions addressed in this study involve identifying prominent topics and keywords in user reviews of different OTT services and comprehending platform-specific user reactions. TF-IDF is utilized to extract significant words from positive and negative reviews, while BERTopic, an advanced topic modeling technique, is employed for a more nuanced and comprehensive analysis of intricate user reviews. The results from TF-IDF analysis reveal that positive app reviews exhibit a high frequency of content-related words, whereas negative reviews display a high frequency of words associated with potential issues during app usage. Through the utilization of BERTopic, we were able to extract keywords related to content diversity, app performance components, payment, and compatibility, by associating them with content attributes. This enabled us to verify that the distinguishing attributes of the platforms vary among themselves. The findings of this study offer significant insights into user behavior and preferences, which OTT service providers can leverage to improve user experience and satisfaction. We also anticipate that researchers exploring deep learning models will find our study results valuable for conducting analyses on user review text data.

• Journal of Digital Convergence
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• v.16 no.10
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• pp.59-67
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• 2018

There are not that many m-health related services limited to the elderly. Many of the elderly who are at risk of dementia are unfamiliar to smart devices, so it is required to design an user-customized App. Therefore, I design and embody a mobile voice alert integrated app, which enables voice input to increase the accessibility of the elderly, so as to prevent diseases caused by declined cognitive function such as dementia. I conducted interviews and questionnaire after having the students use the app in Lifelong Education Center in H region of Gyeongbuk, and the analysis result has showed the high satisfaction. It is expected that it will be able to play a key role for M-Health service for the elderly since it is possible to prevent dementia through the voice health care alert app. I would like to learn deep learning in the future to predict the life patterns and the possibility of dementia of the elderly.

• Clinics in Shoulder and Elbow
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• v.24 no.3
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• pp.156-165
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• 2021

Background: This study aimed to determine: the perspectives of the patient cohort that underwent telehealth consultation and shoulder rehabilitation during coronavirus disease 2019 (COVID-19) and the differences in the patients' perspectives with the two different telehealth video applications (apps) used in the study. Methods: This is a prospective study carried out during the COVID lockdown period of April to July 2020. Thirty consecutive patients from the orthopedics department of a tertiary institute in India underwent their first-ever session of a video app-based (Zoom or WhatsApp) telehealth consultation with shoulder rehabilitation exercises on a handheld mobile, tablet, or laptop device. After the virtual consultation, the patients were sent a validated telehealth usability questionnaire (TUQ) to evaluate their perspectives. Scores obtained from the TUQ were the primary outcome measure. Results: The study was completed by 30 patients (16 men and 14 women) with an average age of 56 years (range, 20-77 years). The patients who contacted us during the lockdown period with either a stiff shoulder or a conservatively treated shoulder fracture were included in the study. The average TUQ score was 13.6 (median, 14.5; range, 6-21) out of a maximum of 21 points. Eighty percent of the patients were satisfied and found the telehealth service useful. Use of the Zoom app scored significantly higher (median, 17; average, 15.6) than the WhatsApp app (median, 8.5; average, 9.6) (p=0.004). Conclusions: Patients who received telehealth consultation and shoulder rehabilitation were overall satisfied. Telehealth apps with advanced video calling features such as Zoom should be preferred for higher patient satisfaction.

• Journal of Digital Convergence
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• v.16 no.9
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• pp.421-426
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• 2018

This study is meant to derive what is needed to enhance the convenience and satisfaction of users of mobile credit card applications. For the first step, the current status of simple payment service using application has been identified and in-depth interview by reorganizing Peter Morvile's Honeycomb model into the five usage principle based on the main function of the application card. As a result, it was found that users prefer personalized services that fulfill the purpose and key functions of the app card and take into account their consumption patterns rather than too many additional functions. Based on this study, it is expected that it would help card companies increase their experience with app card users and strengthen their platforms.

• Journal of Korea Game Society
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• v.18 no.4
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• pp.43-52
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• 2018

This study was developed as a mobile serious game app (Roly Poly 160 App) based on a prototype model and then used in a public health center for diabetes patients. The mobile serious game application upgraded the mobile version of Roly Poly 160, which is a content for diabetes self-management of the existing PC version, by requesting to charge service of G city. The study period was from February 19, 2018 to May 11, 2018, and users were allowed to access the Roly Poly 160 app at least once a day for a total of 8 to 12 weeks after the preliminary investigation. As a result, HbA1C was significantly decreased(p=0.04), and diabetic knowledge was significantly higher than that before the follow-up(p=0.01). After applying Roly Poly 160 App, Satisfaction score was 3.74 out of 5 points

• Knowledge Management Research
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• v.22 no.3
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• pp.253-271
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• 2021

Due to the spread of COVID-19, the use of O2O order·delivery applications are becoming very common. Unlike the past, where customers could choose the desired transaction method and channel, these days, where customers' choices are very limited, it is urgent to consider the concept of shadow labor which has been hindered by the convenience and the benefits of order·delivery app. To this end, in this study, the service quality factors perceived by users of O2O order·delivery app and their shadow work attributes were identified, and priorities according to their relative importance and satisfaction level were suggested. In order to fulfill research objectives, first, after collecting user reviews for an O2O order·delivery app, the subject words were derived using topic modeling. Research variables were selected by linking 11 keywords with the concepts of previous studies on service quality of mobile apps and those about shadow labor. Eight variables of usefulness, ease of use, stability, design quality, personalization, responsiveness, update, and presence were selected. Based on 32 measurement items from the variables, a revised IPA was conducted, and finally, 'keep', 'concentrate', 'low priority', or 'overkill' service quality factors are revealed.

• The Journal of the Korea Contents Association
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• v.14 no.10
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• pp.706-722
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• 2014

Government and public institutions have been releasing a number of mobile applications in order to provide diverse public services in the mobile environment. However, due to their one-sided and fragmented service with the lack of adequate care for users, the utilization rate is extremely poor. Therefore, this study, based on a relevant literature review, identified and derived the five key factors (usefulness, convenience, interactivity, information credibility, and social pressure) for users' mobile service adoption. Then, through in-depth interviews with five users and five experts regarding the 'business support app' of one public agency (H institution) that specializes in SMEs, we found that all of these factors are important for users' mobile service adoption. Users' satisfaction could be significantly improved through real-time response to their needs. In addition, providing them with useful and tailored information can lead to mutual trust between public institutions and users. Consequently, as these user-oriented services can increase users' loyalty and boost the utilization rate of the public apps, public institutions should always put persistent efforts to cope with users' demands.