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Financial services Apps: What makes the difference between a great and a ghastly review?

Joseph Vella (), Åsa Wallström () and Mana Farshid ()
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Joseph Vella: University of Malta
Åsa Wallström: Luleå University of Technology
Mana Farshid: Royal Institute of Technology (KTH)

Journal of Financial Services Marketing, 2017, vol. 22, issue 3, 132-138

Abstract: Abstract Internet as we know it, has entered a spiral of decline while mobile Apps are gradually taking over and are steadily changing the way we go about our individual daily lives. This study examines the fact that certain financial services Apps are far more successful than others, specifically by looking at what makes a user think that an App may be great, and give it a favorable review, or that it is rather ghastly, and give it an unfavorable review. Next, we describe a study of six of the most popular financial services Apps on the iTunes App Store, for which reviews were analyzed using DICTION software. Employing Diction variables, ambivalence and temporal terms were prevalent in negative reviews while accomplishment, motion, optimism and certainty, were predominantly expressed in positive reviews. Human interest, on the other hand, seemed to be uniformly distributed between both types of reviews.

Keywords: Content analysis; Mobile apps; Diction; Banking; Financial services; Smartphones (search for similar items in EconPapers)
Date: 2017
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DOI: 10.1057/s41264-017-0031-8

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