Does User Preference Matter? A Comparative Study on Influencing Factors of User Activity Between Government-Provided and Business-Provided Apps

Abstract

The competition between government-provided apps and business-provided apps for active users in China is becoming increasingly fierce. Apps with higher user activity will win this competition. To maintain active users, finding the user activity influencing factors is crucial. In this study, we selected a government-provided app—“Beijing One Card”- and a business-provided app—“Bus Code” (the Beijing area) -in the field of public transportation as the comparative research objects. Based on multiple regression analysis, we explored the factors influencing user activity. We found user preference plays a critical role in distinguishing the influencing factors of user activity between two kinds of apps. Distinct from the existing research, the service quality does not affect the user activity of public transportation apps. This paper argues that, whether it is a government-provided app or a business-provided app, to enhance the user activity of the app, in the short term, it is necessary to improve the app function according to the user’s needs, try to provide services which user like, cater to user’s preference, strengthen user experience; In the long run, it is essential to pay attention to mining the user’s data accumulated while operating the app to understand user behavior. So as to affect the user’s preference, enhance user’s trust, and improve user participation through public policy.

Factors Influencing User Favorability of Government Chatbots on Digital Government Interaction Platforms across Different Scenarios

“…Therefore, the second perspective suggests that public satisfaction significantly influences public favorability [27]. Guo [28] conducted a study comparing public favorability between governmental and commercial apps. The findings revealed that, in comparison to commercial apps, the public tends to prefer governmental apps.…”