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Financial services Apps: What makes the difference between a great and a ghastly review?
Department of Corporate Communication, University of Malta.
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
Division of Industrial Marketing and Entrepreneurship, Royal Institute of Technology (KTH), Stockholm.
2017 (English)In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 22, no 3, 132-138 p.Article 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, 2017. Vol. 22, no 3, 132-138 p.
National Category
Business Administration
Research subject
Industrial Marketing
Identifiers
URN: urn:nbn:se:ltu:diva-65047DOI: 10.1057/s41264-017-0031-8ISI: 000417403300006OAI: oai:DiVA.org:ltu-65047DiVA: diva2:1131385
Note

Validerad;2017;Nivå 2;2017-08-17 (rokbeg)

Available from: 2017-08-14 Created: 2017-08-14 Last updated: 2017-12-29Bibliographically approved

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  • apa
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  • Other locale
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Output format
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