Computing the User Experience via Big Data Analysis: A Case of Uber Services
Jang Hyun Kim1,2, Dongyan Nan1,*, Yerin Kim2, Min Hyung Park2
CMC-Computers, Materials & Continua, Vol.67, No.3, pp. 2819-2829, 2021, DOI:10.32604/cmc.2021.014922
- 01 March 2021
Abstract As of 2020, the issue of user satisfaction has generated a significant amount of interest. Therefore, we employ a big data approach for exploring user satisfaction among Uber users. We develop a research model of user satisfaction by expanding the list of user experience (UX) elements (i.e., pragmatic, expectation confirmation, hedonic, and burden) by including more elements, namely: risk, cost, promotion, anxiety, sadness, and anger. Subsequently, we collect 125,768 comments from online reviews of Uber services and perform a sentiment analysis to extract the UX elements. The results of a regression analysis reveal the following:… More >