• ISSN: 2148-2225 (online)

alphanumeric journal

alphanumeric journal

The Journal of Operations Research, Statistics, Econometrics and Management Information Systems

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

Mehmet Kayakuş, Ph.D.

Dilşad Erdoğan


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: Artificial intelligence, Corporate reputation, E-government, Mobile application

Jel Classification: C80, C88, H10

Suggested citation

Kayakuş, M. & Erdoğan, D. (). 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

bibtex

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Volume 13, Issue 2, 2025

2025.13.02.MIS.01

alphanumeric journal

Volume 13, Issue 2, 2025

Pages 37-54

Received: June 4, 2025

Accepted: Nov. 5, 2025

Published: Dec. 31, 2025

Full Text [735.7 KB]

2025 Kayakuş, M., Erdoğan, D.

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