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A Study of the Ping An Health App Based on User Reviews with Sentiment Analysis

Author

Listed:
  • Fang Fang

    (School of Information Management, Wuhan University, Wuhan 430072, China)

  • Yin Zhou

    (School of Information Management, Wuhan University, Wuhan 430072, China)

  • Shi Ying

    (School of Computer Science, Wuhan University, Wuhan 430072, China)

  • Zhijuan Li

    (Department of Economics and Management, Wuhan University, Wuhan 430072, China)

Abstract

By mining the dimensional sentiment and dimension weight of the Ping An Health App reviews, this paper explores the changing trend of the influence of dimensions on user satisfaction and provides suggestions for the Ping An Health App operators to improve user satisfaction. Firstly, the topic model is used to identify the topic of user comments, and then the fine-grained sentiment analysis method is used to calculate the sentiment and weight of each dimension. Finally, the changing trend of the weight of each dimension and the changing trend of user satisfaction of each dimension are drawn. Based on the reviews of the Ping An Health App in the Apple App Store, users’ concerns about Ping An Health App can be summarized into seven main dimensions: Usage, Bug report, Reliability, Feature information, Services, Other apps, and User Background. The “Feature information” dimension and “Reliability” dimension have a great impact on user satisfaction with the Ping An Health App, while the “Bug report” dimension has the lowest user satisfaction.

Suggested Citation

  • Fang Fang & Yin Zhou & Shi Ying & Zhijuan Li, 2023. "A Study of the Ping An Health App Based on User Reviews with Sentiment Analysis," IJERPH, MDPI, vol. 20(2), pages 1-14, January.
    • Handle: RePEc:gam:jijerp:v:20:y:2023:i:2:p:1591-:d:1036959
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    References listed on IDEAS

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    1. Hala K. Al-Nawaiseh & William A. McIntosh & Lisako J. McKyer, 2022. "An-m-Health Intervention Using Smartphone App to Improve Physical Activity in College Students: A Randomized Controlled Trial," IJERPH, MDPI, vol. 19(12), pages 1-10, June.
    2. Grover, Purva & Kar, Arpan Kumar & Davies, Gareth, 2018. "“Technology enabled Health” – Insights from twitter analytics with a socio-technical perspective," International Journal of Information Management, Elsevier, vol. 43(C), pages 85-97.
    3. Steven, Adams B. & Dong, Yan & Dresner, Martin, 2012. "Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 743-754.
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