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Financial services Apps: What makes the difference between a great and a ghastly review?

Author

Listed:
  • Joseph Vella

    (University of Malta)

  • Åsa Wallström

    (Luleå University of Technology)

  • Mana Farshid

    (Royal Institute of Technology (KTH))

Abstract

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.

Suggested Citation

  • Joseph Vella & Åsa Wallström & Mana Farshid, 2017. "Financial services Apps: What makes the difference between a great and a ghastly review?," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(3), pages 132-138, September.
    • Handle: RePEc:pal:jofsma:v:22:y:2017:i:3:d:10.1057_s41264-017-0031-8
    DOI: 10.1057/s41264-017-0031-8
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    References listed on IDEAS

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    1. Shen, George Chung-Chi, 2015. "Users' adoption of mobile applications: Product type and message framing's moderating effect," Journal of Business Research, Elsevier, vol. 68(11), pages 2317-2321.
    2. Roel Wijland & Paul Hansen & Fatima Gardezi, 2016. "Mobile nudging: Youth engagement with banking apps," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(1), pages 51-63, March.
    3. Mark A. Harris & Steven Furnell & Karen Patten, 2014. "Comparing the Mobile Device Security Behavior of College Students and Information Technology Professionals," Journal of Information Privacy and Security, Taylor & Francis Journals, vol. 10(4), pages 186-202, October.
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