Smartphone Users’ Satisfaction and Regional Aspects:Factors that Emerge from Online Reviews

Abstract

This study aims to analyze which factors related to smartphone users' satisfaction emerge from online reviews. In addition, as the study was conducted in Brazil which is a developing country with a lot of regional diversity, a secondary aim of this study is to test whether regional aspects can affect users' satisfaction level. Online reviews were analyzed through the Content Analysis technique. Next, we carried out a quantitative analysis using Ordinal Logistic Regression. The results showed that smartphones' features related to hardware and software and sellers' characteristics may significantly affect users' satisfaction. The socioeconomic factor, represented by the GDP per capita of the cities where users live, had a significant and negative impact, indicating that users in more economically developed regions attribute lower satisfaction level to smartphones. This study contributes to the literature as it used online reviews as data source, which helps identifying factors related to users' satisfaction beyond those analyzed in previous studies that applied questionnaires.

Is job performance conditioned by work-from-home demands and resources?

“…The hardware and software functions of the technology that companies integrate with this transition process have been underlined as a crucial issue in its adoption and use. It was suggested that if not employed according to users' controlled requirements and capacities, new technologies could jeopardise the working tasks, giving rise to distressing behaviours, for instance, new technologies-related anxiety and addiction [ 11 , 88 ].…”

Modelling Customer Satisfaction of Smartphones in the Czech Republic

“…Considering the large number of hardware items, design items were separated into their own factor. This is contrary to research by Malaquias and Silva Júnior (2020), but in accordance with the approach of Sabir (2020) and Hsiao (2013). Two factors addressed smartphone design.…”

“…In Xiaomi's case, design has the strongest and most positive effect, meaning that other manufacturers can take inspiration from this company's design. However, research results with smartphone satisfaction show that the influence of durability is moderate and appearance is weak but positive (Malaquias et al, 2020).…”

“…An appropriate approach lies in constructing factors based on specific customer demands, i.e., parameters which the customer considers important. Cerit and Küçükyazıcı and Kalem (2014) distinguish seven factors, another categorization is offered by Malaquias and Silva Júnior (2020), Hsiao (2013), Ahmad (2017) or Choudhury and Gulati (2020). The studies above lead to the conclusion that a large number of items were examined and subsequently (in some studies) categorized as parts of factors.…”

“…Even the number and conceptualization of the factors differ from author to author. A closer inspection reveals that two primary factors can be distinguish in regard to technical parameters: hardware and software (Cerit and Küçükyazıcı and Kalem, 2014;Malaquias and Silva Júnior, 2020). According to Kim et al (2015) and Swanson and Taylor (2011), the primary hardware factors affecting customer satisfaction are network card (connection speed) and processor performance.…”