Abstract
ABSTRACT In the burgeoning field of wearable technology, Fitbit has emerged as an influential entity. Even the most influential companies, however, need to understand user dissatisfaction, particularly extracted from critical reviews, in order to enhance the user experience. This study analyzes a subset of 28,664 Fitbit consumer reviews from the Google Store, all giving it a rating of 1 out of 5 points, in order to identify the reasons for user dissatisfaction. Employing thematic analysis, sentiment analysis, and topic modelling, our research reveals prominent issues impacting user perception. Key findings include significant challenges with device syncing, app functionality, and customer service, alongside a spectrum of sentiments ranging from neutral to negative. Topic modelling further distinguishes various categories of user feedback, underscoring the diversity in user experiences and expectations. These insights suggest a pressing need for improvements in technical functionality, user interface design, and customer support. This study contributes to a deeper understanding of consumer experiences in wearable technology, offering valuable guidance for enhancing product design and customer engagement strategies in this dynamic market.
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