Smartphone Users’ Satisfaction and Regional Aspects:Factors that Emerge from Online Reviews

Q3 Business, Management and Accounting Journal of Technology Management and Innovation Pub Date : 2020-05-29 DOI:10.4067/s0718-27242020000100003

F. F. D. Malaquias, Romes Jorge da Silva Júnior

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引用次数: 3

Abstract

This study aims to analyze which factors related to smartphone users’ satisfaction emerge from online reviews. In addition, as the study was conducted in Brazil which is a developing country with a lot of regional diversity, a secondary aim of this study is to test whether regional aspects can affect users’ satisfaction level. Online reviews were analyzed through the Content Analysis technique. Next, we carried out a quantitative analysis using Ordinal Logistic Regression. The results showed that smartphones’ features related to hardware and software and sellers’ characteristics may significantly affect users’ satisfaction. The socioeconomic factor, represented by the GDP per capita of the cities where users live, had a significant and negative impact, indicating that users in more economically developed regions attribute lower satisfaction level to smartphones. This study contributes to the literature as it used online reviews as data source, which helps identifying factors related to users’ satisfaction beyond those analyzed in previous studies that applied questionnaires.

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智能手机用户满意度和区域性因素:在线评论中出现的因素

本研究旨在分析哪些因素与智能手机用户的满意度相关，这些因素来自于在线评论。此外，由于研究是在巴西进行的，巴西是一个发展中国家，具有很大的区域多样性，因此本研究的第二个目的是测试区域方面是否会影响用户的满意度水平。通过内容分析技术对在线评论进行分析。其次，我们使用有序逻辑回归进行了定量分析。结果表明，智能手机的软硬件相关特征和销售商的特点可能会显著影响用户的满意度。以用户所在城市的人均GDP为代表的社会经济因素产生了显著的负面影响，表明经济更发达地区的用户对智能手机的满意度较低。本研究对文献有贡献，因为它使用在线评论作为数据来源，这有助于确定与用户满意度相关的因素，而不是之前使用问卷调查的研究所分析的因素。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Technology Management and Innovation Business, Management and Accounting-Management of Technology and Innovation

CiteScore

2.00

自引率

0.00%

发文量

审稿时长

12 weeks

期刊介绍： JOTMI is a quarterly indexed electronic journal, refereed and edited by Business and Economy Faculty at Alberto Hurtado University. Its mission is to publish original and novel literature in the fields of technology management and innovation; putting emphasis in topics relevant in a global fashion, remarking in Latin-Ibero-America and the Caribbean. The objective of the journal is to analyze the impact that global technological change has on society and to disseminate the best management practices of companies and organizations.