Evaluation of the effect of mobile applications on corporate reputation with artificial intelligence through user comments: E-Government case

Mehmet Kayakuş; Dilşad Erdoğan

doi:10.17093/alphanumeric.1713959

Evaluation of the effect of mobile applications on corporate reputation with artificial intelligence through user comments: E-Government case

Abstract

This study examines the impact of e-government mobile applications on corporate reputation through user comments. Today, when digitalisation is accelerating, public services offered through mobile applications directly affect user experiences and shape the reputation of institutions. 2000 user comments from the Google Play Store were analysed using artificial intelligence methods, text mining, and sentiment analysis techniques. It was determined that 45% of the comments were positive, 15% were negative, and 40% were neutral. Positive comments indicate that the application has a positive user perception in general. However, some users were dissatisfied due to technical problems. As a result of text mining, the most frequently mentioned words and phrases of users were analysed, and feedback was categorised through sentiment analysis. In this process, WordNet was used to extract word frequencies, TextBlob was applied to classify user comments into positive, negative, and neutral categories, and Seaborn visualisations such as word clouds were employed to illustrate the findings. The findings reveal the importance of mobile applications for the sustainability of digital public services. It is emphasised that the technical performance of the application should be improved to increase user satisfaction and strengthen institutional reputation.

Keywords

References

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Details

Primary Language

English

Subjects

Management Information Systems

Journal Section

Research Article

Authors

Mehmet Kayakuş ^*
0000-0003-0394-5862
Türkiye

Dilşad Erdoğan
0000-0002-9117-5994
Türkiye

Publication Date

December 31, 2025

Submission Date

June 4, 2025

Acceptance Date

November 5, 2025

Published in Issue

Year 2025 Volume: 13 Number: 2

DOI

https://doi.org/10.17093/alphanumeric.1713959

IZ

https://izlik.org/JA86XY39YG

Cite

RIS / Bibtex

APA

Kayakuş, M., & Erdoğan, D. (2025). Evaluation of the effect of mobile applications on corporate reputation with artificial intelligence through user comments: E-Government case. Alphanumeric Journal, 13(2), 37-54. https://doi.org/10.17093/alphanumeric.1713959