Understanding music streaming services via text mining of online customer reviews

With the development of information technology, the subscription economy and streaming service market have grown rapidly. In particular, music streaming services have disrupted the traditional music industry. Nevertheless, few attempts have been made to understand music streaming services in terms of overall customer satisfaction. This study analyzes social media data to investigate the determinants of customer satisfaction in music streaming services. Topic modeling and text regression were applied to online app reviews for five music streaming services. This study finds that customers comment on factors related to usage environments, price plans, and content. All environment-related factors, some pricing-related factors, and content-related factors have a significant effect on customer satisfaction. In addition, the satisfaction determinants differ for each service. This study is an early attempt to analyze music streaming services from a data-driven perspective and contributes to a comprehensive understanding of music streaming services from the customer's point of view.