Jang Hyun Kim1,2,3, Jisung Jang1,3, Yonghwan Kim4, Dongyan Nan1,2,*
CMC-Computers, Materials & Continua, Vol.73, No.2, pp. 3815-3826, 2022, DOI:10.32604/cmc.2022.029507
Abstract This study explored user satisfaction with mobile payments by applying a novel structural topic model. Specifically, we collected 17,927 online reviews of a specific mobile payment (i.e., PayPal). Then, we employed a structural topic model to investigate the relationship between the attributes extracted from online reviews and user satisfaction with mobile payment. Consequently, we discovered that “lack of reliability” and “poor customer service” tend to appear in negative reviews. Whereas, the terms “convenience,” “user-friendly interface,” “simple process,” and “secure system” tend to appear in positive reviews. On the basis of information system success theory, we categorized the topics “convenience,” “user-friendly… More >
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