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Computing the User Experience via Big Data Analysis: A Case of Uber Services

Jang Hyun Kim1,2, Dongyan Nan1,*, Yerin Kim2, Min Hyung Park2

1 Department of Interaction Science/Department of Human-Artificial Intelligence Interaction, Sungkyunkwan University, Seoul, 03063, Korea
2 Department of Applied Artificial Intelligence/Department of Human-Artificial Intelligence Interaction, Sungkyunkwan University, Seoul, 03063, Korea

* Corresponding Author: Dongyan Nan. Email:

Computers, Materials & Continua 2021, 67(3), 2819-2829.


As of 2020, the issue of user satisfaction has generated a significant amount of interest. Therefore, we employ a big data approach for exploring user satisfaction among Uber users. We develop a research model of user satisfaction by expanding the list of user experience (UX) elements (i.e., pragmatic, expectation confirmation, hedonic, and burden) by including more elements, namely: risk, cost, promotion, anxiety, sadness, and anger. Subsequently, we collect 125,768 comments from online reviews of Uber services and perform a sentiment analysis to extract the UX elements. The results of a regression analysis reveal the following: hedonic, promotion, and pragmatic significantly and positively affect user satisfaction, while burden, cost, and risk have a substantial negative influence. However, the influence of expectation confirmation on user satisfaction is not supported. Moreover, sadness, anxiety, and anger are positively related to the perceived risk of users. Compared with sadness and anxiety, anger has a more important role in increasing the perceived burden of users. Based on these findings, we also provide some theoretical implications for future UX literature and some core suggestions related to establishing strategies for Uber and similar services. The proposed big data approach may be utilized in other UX studies in the future.


Cite This Article

J. Hyun Kim, D. Nan, Y. Kim and M. Hyung Park, "Computing the user experience via big data analysis: a case of uber services," Computers, Materials & Continua, vol. 67, no.3, pp. 2819–2829, 2021.


This work is licensed under a Creative Commons Attribution 4.0 International License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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