How Consumers Utilize Healthcare Apps? – Focusing on Samsung Health

Abstract

Samsung Health, Samsung’s primary health-related app, is now one of the most comprehensive wellness applications, as it offers a personalized health coach, tracks daily activities according to users’ goals, and charts users’ activity to promote regular exercise. This study aimed to examine Korean consumers’ responses to healthcare apps, specifically Samsung Health, to enhance consumer satisfaction with such apps. From April 21, 2015 to January 3, 2020, 11,361 user reviews of the application were collected from the Google Play website. The final tidy dataset was composed of 7,407 reviews. We conducted hierarchical clustering, CONCOR analysis, and semantic network analysis with R.3.5.3 and Ucinet6. First, the hierarchical clustering analysis resulted in 39 clusters. Second, the CONCOR analysis revealed four clusters: benefits, costs, health care, and system error. Third, the betweenness centrality of each node was reviewed to identify the importance of terms in the semantic network. Consumers appreciated the benefits of being able to achieve their goals through the measurement of their physical activities and competition with others. However, consumers pointed out inaccurate measurements, synchronization errors, and a lack of information as points for improvement for Samsung Health. Health is an essential factor in improving consumers’ quality of life, and while Samsung Health provides useful functions, the improvement of basic errors in the application could enhance consumer satisfaction.