Analyzing Customer Reviews to Understand User Experience with Social Media Payment Platform

DOI

10.2991/978-2-38476-533-1_33How to use a DOI?

Keywords

WhatsApp Pay; Venmo; Customer testimonials; sentiment analysis

Abstract

This study compares user satisfaction levels between social media payment systems (SMPSs) and traditional payment systems based on consumer feedback analysis. Specifically, it presents WhatsApp Pay as the model SMPS and Venmo as a model of a traditional payment system. The research adopts a mixed-methods design that combines quantitative sentiment analysis and qualitative thematic coding. Data was gathered from sources play stores, with a total of 5,000 reviews on each platform from January to December 2023. Preprocessing was done, and the reviews were analyzed using the VADER tool for sentiment classification and Latent Dirichlet Allocation (LDA) for finding major themes. The study finds that both platforms are equally confronted with similar problems, including account issues and failed transactions, which contribute to a substantial level of negative sentiment. Nevertheless, Venmo depicts a greater level of positive sentiment, possibly owing to its ease of use and smooth transaction process. Conversely, WhatsApp Pay, even with some positive comments regarding its security options, such as two-factor authentication, is confronted with the major dissatisfaction arising from account ban and failed restoration issues. The research concludes that the evolution of enhanced account management, customer support, and security features is essential to enhance user satisfaction and utilization of SMPPs. It also emphasizes the need for ongoing monitoring and enhancement of platform performance and reliability.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Sakshi Pandey
AU  - Suman Agarwal
AU  - Arpit Gupta
AU  - Ranjit Singh
PY  - 2025
DA  - 2025/12/31
TI  - Analyzing Customer Reviews to Understand User Experience with Social Media Payment Platform
BT  - Proceedings of the International Conference on Smart Systems and Social Management (ICSSSM-2 2025)
PB  - Atlantis Press
SP  - 580
EP  - 596
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-533-1_33
DO  - 10.2991/978-2-38476-533-1_33
ID  - Pandey2025
ER  -