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Financial services Apps: What makes the difference between a great and a ghastly review?
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Marketing and Entrepreneurship.
2017 (English)In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 22, no 3, p. 132-138Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Palgrave Macmillan Ltd. , 2017. Vol. 22, no 3, p. 132-138
Keywords [en]
Banking, Content analysis, Diction, Financial services, Mobile apps, Smartphones
National Category
Business Administration Electrical Engineering, Electronic Engineering, Information Engineering
Identifiers
URN: urn:nbn:se:kth:diva-216171DOI: 10.1057/s41264-017-0031-8Scopus ID: 2-s2.0-85023761625OAI: oai:DiVA.org:kth-216171DiVA, id: diva2:1160073
Note

QC 20171124

Available from: 2017-11-24 Created: 2017-11-24 Last updated: 2017-11-24Bibliographically approved

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Farshid, Mana

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CiteExportLink to record
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Citation style
  • apa
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  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf