BERTopic 활용 금융앱 UI/UX 요소와 슈퍼앱 출시 전후 사용자 반응 변화분석: 국내 대표 금융그룹 중심으로

• 영문명: Analyzing UI/UX Elements of Financial Apps Using BERTopic and Changes in User Reactions before and after the Super App Launch: Focusing on a Leading Korean Financial Group
• 발행기관: 한국IT서비스학회
• 저자명: 전상우(SangWoo Chon) 최윤정(Yunjeong Choi) 현영서(Youngseo Hyun) 차경진(KyungJin Cha)
• 간행물 정보: 『한국IT서비스학회지』제24권 제4호, 97~125쪽, 전체 29쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2025.08.31

국문 초록

This study investigates how user experience (UX) and user Interface (UI) is influenced by the adoption of financial super apps. As major Korean financial groups have launched integrated financial super apps that consolidate various services, they are now moving toward further enhancing and sophisticating these platforms. The study aims to empirically analyze user reactions before and after the launch of a super app. User reviews were collected from the Google Play Store, covering financial superapp, pay app, trading app, insurance app, and banking app as non-superapp.To extract meaningful insights from unstructured textual data, this study applied BERT-based topic modeling technique—combined with ordinary least squares (OLS) regression to quantify the influence of topic on user ratings. Ten core UI/UX-related topics were identified: identity verification service, stock trading function, simple payment service, event, menu UI, ID card recognition function, home screen UI, daily participatory interaction, app icon design, and the sign-up process function. All topics had statistically significant effects on satisfaction; however, the results indicate that the super app environment tended to heighten user expectations, which in turn contributed to reduced satisfaction ratings across topics. Additionally, by analyzing changes in topic proportions before and after the launch of the super app, the topics were classified into three distinct groups based on their temporal dynamics. Group 1 includes features that remained influential even in non-super app environments. Group 2 represents topics that became more prominent in the super app context, reflecting the added value brought by integration and expanded interaction. Group 3 consists of topics that consistently influenced user satisfaction across both super app and non-super app environments, regardless of the platform transition. This study contributes to a deeper understanding of UI/UX in financial super apps and provides practical insights.

목차

1. Introduction

2. Theoretical background

3. Methodology

4. Analysis and Results

5. Conclusion

References

키워드

Super-App Online Review Topic Modeling Satisfaction OLS BERTopic