Abstract: In the digital age, cloud and mobile applications have emerged as crucial channels for businesses to interact with their customers and digitalize purchasing patterns. As they transition to digital transformation, convenience stores have created mobile applications to interact with and collect customer data. Mobile application user experience research is essential since it paves the way for a successful digital transformation. This study aims to examine consumer perceptions of mobile applications or online reviews used by convenience stores. In order to empirically assess online evaluations for mobile apps, this study recommended using a model of the quality of mobile apps as the theoretical groundwork. Numerous internet customer reviews provide vital strategic advantages for organization and service design. This study proposes a framework for studying online shoppers’ customer feedback and how it affects the business overall.

Keywords: Online experience, Customer Satisfaction, AI framework, Mobile app, NLP

PDF | DOI: 10.17148/IJARCCE.2023.12112

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