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

Fang Fang, Yin Zhou, Shi Ying () and Zhijuan Li
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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

IJERPH, 2023, vol. 20, issue 2, 1-14

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.

Keywords: m-Health apps; topic model; user reviews; dimension mining; dimension weight; sentiment analysis (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2023
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