RT Journal Article
T1 Exploring the determinants of the user experience in P2P payment systems in Spain: a text mining approach
A1 Perea-Khalifi, David
A1 Irimia-Diéguez, Ana I.
A1 Palos-Sanchez, Pedro
K1 Aplicaciones informáticas
AB Purpose: This study aims to identify which determinants are responsible for impactingthe user experience of three peer-to-peer (P2P) payment services in the Spanishmarket.Design/methodology/approach: A sample of all online reviews (n = 16,048) publishedin Google Play of three paytech apps—Bizum, Twyp, and Verse—was analyzedusing text mining and sentiment analysis.Findings: A holistic interpretation of the seed terms included in each aspect allowedto label them based on the preferences expressed by paytech app users in theirreviews. Six latent aspects were identified: ease of use, usefulness, perceived value, performanceexpectancy, perceived quality, and user experience. In addition, the resultsof the analysis suggest a positivity bias in the online reviews of fintech P2P app users.Our results also show that online reviews of apps associated with banks or financialinstitutions, such as Bizum (to a greater extent) or Twyp, show more negative emotions,whereas independent apps (Verse) show more positive emotions. Moreover, the mostcritical users are those of unidentified gender, while women remain in a more neutralposition, and men tend to express their opinions more positively regarding P2P paymentapps.Practical implications: Paytech providers should analyze the problems faced by usersimmediately after an encounter. By applying text mining analysis, service providerscan gain efficiency in understanding user sentiments and emotions without tediousand time-consuming reviews.Originality/value: This is a pioneering study on peer-to-peer (P2P) mobile paymentsystems from the user’s perspective because it investigates the emotions and sentimentsthat users convey through bank reviews.
PB SpringerOpen
YR 2024
FD 2024
LK https://hdl.handle.net/10630/32915
UL https://hdl.handle.net/10630/32915
LA eng
NO Perea-Khalifi, D., Irimia-Diéguez, A.I. & Palos-Sánchez, P. Exploring the determinants of the user experience in P2P payment systems in Spain: a text mining approach. Financ Innov 10, 2 (2024). https://doi.org/10.1186/s40854-023-00496-0
DS RIUMA. Repositorio Institucional de la Universidad de Málaga
RD 20 ene 2026