Exploring the determinants of the user experience in P2P payment systems in Spain: a text mining approach

IF 6.9 1区经济学 Q1 BUSINESS, FINANCE

Financial Innovation Pub Date : 2024-01-02 DOI:10.1186/s40854-023-00496-0

David Perea-Khalifi, Ana I. Irimia-Diéguez, Pedro Palos-Sánchez

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引用次数: 0

Abstract

This study aims to identify which determinants are responsible for impacting the user experience of three peer-to-peer (P2P) payment services in the Spanish market. A sample of all online reviews (n = 16,048) published in Google Play of three paytech apps—Bizum, Twyp, and Verse—was analyzed using text mining and sentiment analysis. A holistic interpretation of the seed terms included in each aspect allowed to label them based on the preferences expressed by paytech app users in their reviews. Six latent aspects were identified: ease of use, usefulness, perceived value, performance expectancy, perceived quality, and user experience. In addition, the results of the analysis suggest a positivity bias in the online reviews of fintech P2P app users. Our results also show that online reviews of apps associated with banks or financial institutions, such as Bizum (to a greater extent) or Twyp, show more negative emotions, whereas independent apps (Verse) show more positive emotions. Moreover, the most critical users are those of unidentified gender, while women remain in a more neutral position, and men tend to express their opinions more positively regarding P2P payment apps. Paytech providers should analyze the problems faced by users immediately after an encounter. By applying text mining analysis, service providers can gain efficiency in understanding user sentiments and emotions without tedious and time-consuming reviews. This is a pioneering study on peer-to-peer (P2P) mobile payment systems from the user’s perspective because it investigates the emotions and sentiments that users convey through bank reviews.

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探索西班牙 P2P 支付系统用户体验的决定因素：文本挖掘方法

本研究旨在找出影响西班牙市场上三种点对点（P2P）支付服务用户体验的决定性因素。本研究采用文本挖掘和情感分析方法，对三种支付技术应用程序--Bizum、Twyp 和 Verse 在 Google Play 上发布的所有在线评论（n = 16,048 条）进行了分析。通过对每个方面所包含的种子术语进行整体解释，可以根据支付技术应用程序用户在评论中表达的偏好对其进行标注。确定了六个潜在方面：易用性、有用性、感知价值、性能预期、感知质量和用户体验。此外，分析结果表明，金融科技 P2P 应用程序用户的在线评论存在积极偏差。我们的结果还显示，与银行或金融机构有关联的应用程序（如 Bizum（在更大程度上）或 Twyp）的在线评论表现出更多负面情绪，而独立应用程序（Verse）则表现出更多正面情绪。此外，最挑剔的用户是那些性别不明的用户，而女性用户则保持较为中立的立场，男性用户则倾向于对 P2P 支付应用程序表达更积极的意见。支付技术提供商应在用户遇到问题后立即进行分析。通过应用文本挖掘分析，服务提供商可以高效地了解用户的情绪和情感，而无需进行繁琐耗时的审查。这是一项从用户角度研究点对点（P2P）移动支付系统的开创性研究，因为它调查了用户通过银行评论传达的情绪和情感。

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

Financial Innovation Economics, Econometrics and Finance-Finance

CiteScore

11.40

自引率

11.90%

发文量

审稿时长

5 weeks

期刊介绍： Financial Innovation (FIN), a Springer OA journal sponsored by Southwestern University of Finance and Economics, serves as a global academic platform for sharing research findings in all aspects of financial innovation during the electronic business era. It facilitates interactions among researchers, policymakers, and practitioners, focusing on new financial instruments, technologies, markets, and institutions. Emphasizing emerging financial products enabled by disruptive technologies, FIN publishes high-quality academic and practical papers. The journal is peer-reviewed, indexed in SSCI, Scopus, Google Scholar, CNKI, CQVIP, and more.