Exploring User Satisfaction: A Topic Modeling Approach

Abstract

In today's highly competitive market for mobile business applications, user demands and expectations are continuously rising and evolving rapidly. As a result, companies increasingly focus on enhancing user satisfaction and fostering customer loyalty, as these are essential for a stable and reliable source of revenue, as well as for spreading positive word-of-mouth and acquiring new users. Conducting evaluations of user experience for mobile business applications is crucial for their ongoing improvement, as user experience directly impacts user satisfaction and customer loyalty. In this paper, the authors provide a step-by-step methodology for exploring user satisfaction using topic modeling, demonstrated through a case study on SalesForce. SalesForce is one of the most popular cloud-based CRM solutions. The authors have organized the results of their empirical research into groups of factors influencing positive and negative user satisfaction with the SalesForce application.