Walking on air or hopping mad? Understanding the impact of emotions, sentiments and reactions on ratings in online customer reviews of mobile apps

作者：

Highlights：

• We analyze the textual content of 146,914 reviews of two mobile payment apps and their star ratings.

• We conduct sentiment and emotion analysis of the review text and reaction analysis of the emojis.

• The consolidated sentiment and the happiness emotion in reviews strongly impact their star ratings.

• The proposed perception score closely reflects the emotions, sentiments and reactions embedded in the reviews.

摘要

•We analyze the textual content of 146,914 reviews of two mobile payment apps and their star ratings.•We conduct sentiment and emotion analysis of the review text and reaction analysis of the emojis.•The consolidated sentiment and the happiness emotion in reviews strongly impact their star ratings.•The proposed perception score closely reflects the emotions, sentiments and reactions embedded in the reviews.

论文关键词：Online customer reviews,Emoji analysis,Emotion mining,Sentiment analysis,Mobile apps

论文评审过程：Received 30 June 2021, Revised 5 February 2022, Accepted 1 March 2022, Available online 9 March 2022, Version of Record 20 September 2022.

论文官网地址：https://doi.org/10.1016/j.dss.2022.113769