Using Online Conversations to Study Word-of-Mouth Communication
Marketing Science
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Decision Support Systems
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CHI '09 Extended Abstracts on Human Factors in Computing Systems
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CSE '09 Proceedings of the 2009 International Conference on Computational Science and Engineering - Volume 04
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Proceedings of the 25th Australian Computer-Human Interaction Conference: Augmentation, Application, Innovation, Collaboration
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Online software distribution channels such as Apple Inc.'s App Store and Google Inc.'s Google Play provide a platform for third-party app distribution. These online stores feature a public review system, allowing users to express opinions regarding purchased apps. These reviews can influence product-purchasing decisions via polarised sentiment (1 to 5 stars) and user expressed opinion. For developers, reviews are a user-facing crowd-sourced indicator of app quality. Hence, high ratings and positive reviews affect the viability of an app's commercial feasibility. However, it is less clear what information is contained within these reviews, and more importantly, if an analysis of these reviews can inform developers of design priorities as opposed to just influencing purchasing decisions. We analysed 8.7 million reviews from 17,330 apps on the App Store and found that the most frequently used words in user reviews lean toward expressions of sentiment despite employment of only approximately 37% of the words within the English language dictionary. Furthermore, the range of words used to express negative opinions is significantly higher than when positive sentiments are expressed.