Uncovering the quality factors driving the success of mobile payment apps

Abstract

This study comprehensively analyzed the key quality factors of mobile payment applications that shape con-sumer perceptions and their influence on market performance. Leveraging text analytics techniques, including Latent Dirichlet Allocation (LDA) topic modeling and sentence-level sentiment analysis, we analyzed a vast dataset of 230,940 reviews of nine mobile payment apps. Our investigation revealed four significant quality factors discussed in online consumer reviews: payment convenience, security, customer service, and app design. Crucially, this study demonstrated the substantial impact of positive and negative evaluations of these factors on the market performance of mobile payment apps, with numerical ratings acting as mediators. This study breaks new ground by empirically validating the link between post-usage evaluations and the app success. Additionally, it also empirically validated the link between post-usage evaluations and app success, elucidating the role of quality factors. The insights can empower app developers and marketers to enhance user experience and attain market dominance.