IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v81y2024ics0969698924002637.html
   My bibliography  Save this article

A text mining approach to explore factors influencing consumer intention to use metaverse platform services: Insights from online customer reviews

Author

Listed:
  • Kumari, Vandana
  • Bala, Pradip Kumar
  • Chakraborty, Shibashish

Abstract

Metaverse technology has recreated real-world surroundings into a virtual setting that has caught the attention of many consumers and brands. Metaverse platforms are facilitating brands to sell physical and digital versions of their products, and consumers are eagerly purchasing these products. Owing to this dramatic shift, it is crucial to understand the factors impacting user adoption of metaverse platform services. The present study leverages an LDA-based topic modeling approach to analyze 17136 online user reviews of the Highrise Virtual Metaverse mobile platform. The study revealed ten factors impacting consumer intention to use the metaverse platform services that are asset buy-sell experience, availability of virtual assets, visually appealing virtual environment, enjoyment from virtual events, social interaction, social activity, positive experience with the metaverse ecosystem, mobile app-related issues, user account-related issues, and the feature of watch ad-to earn. Building upon the uses and gratification theory and flow theory, the study explained that consumers gain three major gratifications and experience a flow state while using metaverse platform services. Furthermore, it explores the emotions expressed by users within the metaverse platform. Correspondence analysis is performed to understand the factors leading to positive and negative user experiences with the platform services. The study presents crucial practical implications for brand marketers and metaverse platform developers.

Suggested Citation

  • Kumari, Vandana & Bala, Pradip Kumar & Chakraborty, Shibashish, 2024. "A text mining approach to explore factors influencing consumer intention to use metaverse platform services: Insights from online customer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    • Handle: RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924002637
    DOI: 10.1016/j.jretconser.2024.103967
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698924002637
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2024.103967?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Yogesh K. Dwivedi & L. Hughes & Y. Wang & A.A. Alalwan & S.J. Ahn & J. Balakrishnan & S. Barta & R. Belk & D. Buhalis & Vincent Dutot & R. Felix & R. Filieri & C. Flavián & A. Gustafsson & C. Hinsch &, 2023. "Metaverse Marketing: How the Metaverse Will Shape the Future of Consumer Research and Practice," Post-Print hal-04292610, HAL.
    2. Huang, Yu-Chih & Backman, Sheila J. & Backman, Kenneth F. & Moore, DeWayne, 2013. "Exploring user acceptance of 3D virtual worlds in travel and tourism marketing," Tourism Management, Elsevier, vol. 36(C), pages 490-501.
    3. Hollebeek, Linda D. & Abbasi, Amir Zaib & Schultz, Carsten D. & Ting, Ding Hooi & Sigurdsson, Valdimar, 2022. "Hedonic consumption experience in videogaming: A multidimensional perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    4. Verkijika, Silas Formunyuy & Neneh, Brownhilder Ngek, 2021. "Standing up for or against: A text-mining study on the recommendation of mobile payment apps," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    5. Chakraborty, Debarun & Patre, Smruti & Tiwari, Devisha, 2023. "Metaverse mingle: Discovering dating intentions in metaverse," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    6. Ray, Arghya & Dhir, Amandeep & Bala, Pradip Kumar & Kaur, Puneet, 2019. "Why do people use food delivery apps (FDA)? A uses and gratification theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 221-230.
    7. Meng, Lu (Monroe) & Duan, Shen & Zhao, Yijun & Lü, Kevin & Chen, Siyun, 2021. "The impact of online celebrity in livestreaming E-commerce on purchase intention from the perspective of emotional contagion," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    8. Rauschnabel, Philipp A. & Felix, Reto & Hinsch, Chris, 2019. "Augmented reality marketing: How mobile AR-apps can improve brands through inspiration," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 43-53.
    9. Kumar, Aman & Shankar, Amit & Nayal, Preeti, 2024. "Metaverse is not my cup of tea! An investigation into how personality traits shape metaverse usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    10. A. Koohang & J.H. Nord & K.-B. Ooi & G.W.-H. Tan & M. Al-Emran & E.C.-X. Aw & A.M. Baabdullah & D. Buhalis & T.-H. Cham & C. Dennis & Vincent Dutot & Yogesh K. Dwivedi & L. Hughes & E. Mogaji & N. Pan, 2023. "Shaping the Metaverse into Reality: A Holistic Multidisciplinary Understanding of Opportunities, Challenges, and Avenues for Future Investigation," Post-Print hal-04292613, HAL.
    11. Chen, Lei-Da & Tan, Justin, 2004. "Technology Adaptation in E-commerce:: Key Determinants of Virtual Stores Acceptance," European Management Journal, Elsevier, vol. 22(1), pages 74-86, February.
    12. Chakraborty, Debarun & Polisetty, Aruna & Rana, Nripendra P., 2024. "Consumers' continuance intention towards metaverse-based virtual stores: A multi-study perspective," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
    13. Basu, Bibaswan & Sebastian, M.P. & Kar, Arpan Kumar, 2024. "What affects the promoting intention of mobile banking services? Insights from mining consumer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    14. Ray, Arghya & Bala, Pradip Kumar & Rana, Nripendra P., 2021. "Exploring the drivers of customers’ brand attitudes of online travel agency services: A text-mining based approach," Journal of Business Research, Elsevier, vol. 128(C), pages 391-404.
    15. Christian Gillitzer & Nalini Prasad, 2018. "The Effect of Consumer Sentiment on Consumption: Cross-Sectional Evidence from Elections," American Economic Journal: Macroeconomics, American Economic Association, vol. 10(4), pages 234-269, October.
    16. Mehrotra, Ankit & Agarwal, Reeti & Khalil, Ashraf & Alzeiby, Ebtesam Abdullah & Agarwal, Vaishali, 2024. "Nitty-gritties of customer experience in metaverse retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    17. Gupta, Rohit & Rathore, Bhawana & Biswas, Baidyanath & Jaiswal, Mahadeo & Singh, Raunak Kumar, 2024. "Are we ready for metaverse adoption in the service industry? Theoretically exploring the barriers to successful adoption," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    18. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    19. Kumar, Avinash & Chakraborty, Shibashish & Bala, Pradip Kumar, 2023. "Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    20. Ghali, Zohra & Rather, Raouf Ahmad & Khan, Imran, 2024. "Investigating metaverse marketing-enabled consumers’ social presence, attachment, engagement and (re)visit intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    21. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
    22. Agarwal, Reeti & Mehrotra, Ankit & Sharma, Veenu & Papa, Armando & Malibari, Areej, 2023. "Over-the-top (OTT) retailing in the post pandemic world. Unveiling consumer drivers and barriers using a qualitative study," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    23. Sánchez-Franco, Manuel J. & Arenas-Márquez, Francisco J. & Alonso-Dos-Santos, Manuel, 2021. "Using structural topic modelling to predict users’ sentiment towards intelligent personal agents. An application for Amazon’s echo and Google Home," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    24. Raghavendra, Ananya Hadadi & Bala, Pradip Kumar & Mukherjee, Arindam, 2024. "Text mining analysis of retail and consumer service leaders' sustainability narratives: Are they actually true?," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    25. Kumar, Aman & Shankar, Amit & Agarwal, Reeti & Agarwal, Vaishali & Alzeiby, Ebtesam Abdullah, 2024. "With enterprise metaverse comes great possibilities! Understanding metaverse usage intention from an employee perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    26. Luong, Van Ha & Tarquini, Annalisa & Anadol, Yaprak & Klaus, Phil & Manthiou, Aikaterini, 2024. "Is digital fashion the future of the metaverse? Insights from YouTube comments," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    27. Hsu, Wen-Chin & Lee, Mu-Heng & Zheng, Kai-Wen, 2024. "From virtual to reality: The power of augmented reality in triggering impulsive purchases," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    28. Ozkara, Behcet Yalin & Ozmen, Mujdat & Kim, Jong Woo, 2017. "Examining the effect of flow experience on online purchase: A novel approach to the flow theory based on hedonic and utilitarian value," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 119-131.
    29. G, Sowmya & Chakraborty, Debarun & Polisetty, Aruna & Jain, Ravi Kumar, 2024. "Exploring the adoption patterns of matrimonial apps: An analysis of user gratifications," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    30. Thorsten Hennig-Thurau & Dorothea N. Aliman & Alina M. Herting & Gerrit P. Cziehso & Marc Linder & Raoul V. Kübler, 2023. "Social interactions in the metaverse: Framework, initial evidence, and research roadmap," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 889-913, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nunkoo, Robin & Shukla, Anuja & Mishra, Anubhav, 2024. "The role of temporal distance, conspicuous consumption, and multisensory interfaces on consumer judgments in metaverse," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    2. Bellary, Sreevatsa & Bala, Pradip Kumar & Chakraborty, Shibashish, 2024. "Exploring cognitive-behavioral drivers impacting consumer continuance intention of fitness apps using a hybrid approach of text mining, SEM, and ANN," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    3. Shahzad, Khuram & Ashfaq, Muhammad & Zafar, Abaid Ullah & Basahel, Sarah, 2024. "Is the future of the metaverse bleak or bright? Role of realism, facilitators, and inhibitors in metaverse adoption," Technological Forecasting and Social Change, Elsevier, vol. 209(C).
    4. Kumar, Avinash & Chakraborty, Shibashish & Bala, Pradip Kumar, 2023. "Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    5. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. Praveen, S.V. & Gajjar, Pranshav & Ray, Rajeev Kumar & Dutt, Ashutosh, 2024. "Crafting clarity: Leveraging large language models to decode consumer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    7. Saleem, Tayyaba & Talpur, Qurat-ul-ain & Ishaq, Muhammad Ishtiaq & Raza, Ali & Junaid, Muhammad, 2024. "Exploring the effect of telepresence and escapism on consumer post-purchase intention in an immersive virtual reality environment," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    8. Söderström, Charlotte & Mikalef, Patrick & Dypvik Landmark, Andreas & Gupta, Shivam, 2024. "Augmented reality (AR) marketing and consumer responses: A study of cue-utilization and habituation," Journal of Business Research, Elsevier, vol. 182(C).
    9. Desiraju, Kanti & Mishra, Arindra Nath & Sengupta, Pooja, 2024. "Customer perceptions on open banking apps: Insights using Structural topic modeling," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    10. Kumar, Aman & Shankar, Amit, 2024. "Building a sustainable future with enterprise metaverse in a data-driven era: A technology-organization-environment (TOE) perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    11. Roh, Taewoo & Xiao, Shufeng & Park, Byung Il, 2024. "What makes metaverse users immersed in the flow state in an emerging market? An application of affordance theory and ISSM," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    12. Aiolfi, Simone & Luceri, Beatrice, 2024. "See you on the Metaverse: A bibliometric expedition through the Metaverse landscape," Technological Forecasting and Social Change, Elsevier, vol. 207(C).
    13. Pang, Hua & Ruan, Yang, 2024. "Disentangling composite influences of social connectivity and system interactivity on continuance intention in mobile short video applications: The pivotal moderation of user-perceived benefits," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    14. Schultz, Carsten D. & Kumar, Harish, 2024. "ARvolution: Decoding consumer motivation and value dimensions in augmented reality," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    15. Dwivedi, Yogesh K. & Balakrishnan, Janarthanan & Mishra, Anubhav & Bock, Koen W. De & Al-Busaidi, Adil S., 2024. "The role of embodiment, experience, and self-image expression in creating continuance intention in the metaverse," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
    16. Gupta, Rohit & Rathore, Bhawana & Biswas, Baidyanath & Jaiswal, Mahadeo & Singh, Raunak Kumar, 2024. "Are we ready for metaverse adoption in the service industry? Theoretically exploring the barriers to successful adoption," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    17. Kumar, Aman & Shankar, Amit & Agarwal, Reeti & Agarwal, Vaishali & Alzeiby, Ebtesam Abdullah, 2024. "With enterprise metaverse comes great possibilities! Understanding metaverse usage intention from an employee perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    18. Ahn, Suhyoung & Ellie Jin, Byoungho & Seo, Hyesim, 2024. "Why do people interact and buy in the Metaverse? Self-Expansion perspectives and the impact of hedonic adaptation," Journal of Business Research, Elsevier, vol. 175(C).
    19. Mkedder, Nadjim & Jain, Varsha & Salunke, Parth, 2024. "Determinants of virtual reality stores influencing purchase intention: An interpretive structural modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    20. Hsu, Sheila Hsuan-Yu & Tsou, Hung-Tai & Chen, Ja-Shen, 2021. "“Yes, we do. Why not use augmented reality?†customer responses to experiential presentations of AR-based applications," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924002637. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.