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Who Pays Attention to the User Experience Content Embedded in Mobile APP Reviews

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Computer-Human Interaction Research and Applications (CHIRA 2023)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1997))

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Abstract

In recent years, there has been growing interest in understanding what makes a review valuable, as such reviews are vital in guiding consumer and business decision-making. The purpose of this study was to determine the role that the user experience of mobile applications plays in fostering review helpfulness as well as stimulating managerial responses to reviews of these applications. This study proposes a measure of UX richness for online reviews and finds that both positive and negative UX-rich reviews contribute to enhancing the helpfulness of reviews as well as the likelihood that they will receive a response from the application provider. The study further demonstrates the moderating role of UX richness in the prominent effects of review length and review rating on both the helpfulness and managerial response to mobile app reviews. The study culminates with a discussion of the implications of these findings.

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Author information

Authors and Affiliations

  1. Centre for Applied Data Science (CADS), Sol Plaatje University, Kimberley, 8300, South Africa

    Silas Formunyuy Verkijika

Authors
  1. Silas Formunyuy Verkijika
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Corresponding author

Correspondence to Silas Formunyuy Verkijika .

Editor information

Editors and Affiliations

  1. Instituto Superior Técnico, IT - Institute of Telecommunications, Lisbon, Portugal

    Hugo Plácido da Silva

  2. University of Turin, Turin, Italy

    Pietro Cipresso

Appendix A

Appendix A

UX Dimensions based on UEQ

Rating model for positive UX words

Rating model for negative UX words

B

SE

B

SE

Constant

3.6511**

0.001

3.8307**

0.000

Attractiveness

0.3996**

0.001

−1.6005**

0.003

Efficiency

0.2117**

0.004

−1.3773**

0.004

Perspicuity

0.8083**

0.002

−0.9190**

0.009

Dependability

0.1012**

0.019

−1.6227**

0.054

Stimulation

0.6121**

0.006

−1.1024**

0.011

Novelty

0.8010**

0.011

−0.3644**

0.011

Model Parameters

Adjusted R2

2.5%

4.1%

F-Statistics

4.565e + 04**

7.517e + 04**

AIC

3.926e + 07

3.909e + 07

Log-likelihood

−1.9630e + 07

−1.9545e + 07

Observations

10683594

10683594

  1. Notes. **p < 0.01. Each UX dimensions represents the number of positive or negative UX words from the dimension used in a given review

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Verkijika, S.F. (2023). Who Pays Attention to the User Experience Content Embedded in Mobile APP Reviews. In: da Silva, H.P., Cipresso, P. (eds) Computer-Human Interaction Research and Applications. CHIRA 2023. Communications in Computer and Information Science, vol 1997. Springer, Cham. https://doi.org/10.1007/978-3-031-49368-3_17

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  • DOI: https://doi.org/10.1007/978-3-031-49368-3_17

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-49367-6

  • Online ISBN: 978-3-031-49368-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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