Public Perceptions around mHealth Applications during COVID-19 Pandemic: A Network and Sentiment Analysis of Tweets in Saudi Arabia
Abstract
:1. Introduction
2. Materials and Methods
2.1. Saudi’s mHealth Apps
2.2. Study Design and Data Collection
2.2.1. Data Collection for Network Analysis
2.2.2. Data Collection and Annotation for Sentiment Analysis
2.3. Data Analysis
2.3.1. Social Media Network Analysis
2.3.2. Sentiment Classification
3. Results
3.1. Comparing mHealth Conversations Networks
3.2. Sentiment Analysis of Conversations Surrounding mHealth Apps
3.3. Performance of an Automated Sentiment Classifier
4. Discussion
4.1. Major Findings
4.2. Theoretical Contributions
4.3. Practical Implications
- Using social media data as a source and a connection tool for understanding public perceptions, opinions, and acceptability around mHealth apps can serve as a real-time communication approach during pandemics to answer questions of the public and tackle users’ concerns;
- Health authorities and organizations can implement real-time sentiment classifiers to automate the analysis of public perceptions and opinions about mHealth apps;
- Establishing coordinated efforts among governmental entities in developing public mHealth apps, guided by the country’s digital health strategy, may have the potential to increase a positive user experience and lessen the negative experience associated with the use of mHealth apps during a pandemic;
- Increasing campaigns targeting the public regarding mHealth apps is suggested to increase awareness about these apps;
- Having an official Twitter account associated with a mHealth app, which is led by experts, is recommended to engage the public in conversations related to the use of the app and would serve as a platform for information distribution;
- Enhancing mHealth apps with pandemic-related information and services may increase their use by the public (e.g., telemedicine, COVID-19 testing, health status, vaccination updates, and contact notifications);
- Avoiding duplicate features among apps or similar app names by integrating mHealth apps with similar features into one app may increase the use among the public and positive experiences;
- For mandated mHealth apps, app developers should consider people with limited access to Internet services, thus providing the features of the app offline;
- Negative sentiments are likely to be driven by psychological impact, lack of familiarity and digital literacy, and technical and accessibility issues. Such sentiments may be alleviated by considering different age groups, increasing accessibility, designing educational material, and creating connection channels with the public to address their concerns;
- Governmental communication efforts toward non-English expatriates were seen by the MOH, given that the cooperation of expatriates living in Saudi Arabia played an important role in COVID-19 mitigation and control measures. Designing mHealth apps in different languages other than English and Arabic may enhance the positive user experience among this population.
4.4. Limitations and Future Research
5. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
Appendix A
mHealth App | Keywords | Arabic Keywords Translation | Total Collected | Total Included |
---|---|---|---|---|
Sehha | تطبيق صحة | Sehha application | 775 | 61 |
Mawid | تطبيق موعد | Mawid application | 22,766 | 206 |
خدمة موعد | Mawid service | |||
موعد | Mawid | |||
Sehhaty | صحتي | Sehhaty | 11,254 | 620 |
مركز تأكد | Takkad center | |||
تطبيق صحتي | Sehhaty application | |||
مراكز_تأكد | Takkad centers | |||
Tetamman | عيادات تطمن | Tetamman clinics | 608 | 504 |
مراكز تطمن | Tetamman centers | |||
عيادة_تطمن | Tetamman clinic | |||
برنامج تطمن | Tetamman program | |||
تطبيق تطمن | Tetamman application | |||
Tawakkalna | @TawakkalnaApp | - | 26,003 | 5755 |
Tawakkalnaapp | - | |||
توكلنا | Tawakkalna | |||
تطبيق توكلنا | Tawakkalna application | |||
Tabaud | @TabaudApp | - | 11,802 | 1520 |
TabaudApp | - | |||
Tabaud | - | |||
تباعد | Tabaud | |||
تطبيق تباعد | Tabaud application | |||
Total | 73,208 | 8666 |
Appendix B
mHealth App | Top Accounts (Betweenness Centrality) | Account Type | Top Accounts (PageRank) | Account Type |
---|---|---|---|---|
Sehha | @tfrabiah (11) @ask_madinah1 (9) @mygovsa (6) | Minister of Health Public profile Government (Website) | @mygovsa (2.619) @tfrabiah (1.852) | Government (Website) Minister of Health |
Mawid | @saudimoh (444.5) @saudimoh937 (420.5) @saudinews50 (164) @tfrabiah (53.5) @ask_madinah1 (42) | Government (Health) Government (Health Call Center) Media Minister of Health Public profile | @saudimoh937 (6.7) @saudimoh (5.034) | Government (Health Call Center) Government (Health) |
Sehhaty | @saudimoh (46452) @saudimoh937 (9329) @tfrabiah (1221) | Government (Health) Government (Health) Minister of Health | @saudimoh (118.867) @saudimoh937 (14.447) @kfshrc (5.749) | Government (Health) Government (Health Call Center) Public hospital |
Tetamman | @sparegions (887) @saudimoh937 (531) @saudimoh (431) @tfrabiah (183) @saudiatv (162) | Media Government (Health Call Center) Government (Health) Minister of Health Media | @sparegions (17.479) @saudimoh937 (6.436) @saudimoh (6.250) @makkahregion (6.062) @ajelnews24 (5.817) @hfrmoh (4.901) @joufhealth (4.901) | Media Government (Health Call Center) Government (Health) Government (Media) Media Government (Health) Government (Health) |
Tawakkalna | @tawakkalnaapp (3483315.84) @tfrabiah (67779.41) @sdaia_sa (55246.5) @mohu_csc (43380.18) @hajministry (32998.81) @absher (32924.79) @moe_gov_sa (26310) | Mobile app Minister of Health Government (Organization) Government (Religious—Hajj and Umrah) Government (Religious—Hajj and Umrah) Government (Online services) Government (Education) | @tawakkalnaapp (1110.747) @jazanuniversity (21.890) @moe_ual (14.540) @sdaia_sa (12.332) @hajministry (8.180) @ask_madinah1 (7.180) @tfrabiah (7.1300) @mohu_csc (6.730) @kfshrc_j (6.475) @_ksu (6.276) @ask_almadinah30 (6.209) | Mobile app Public university Government (Education) Government (Organization) Government (Ministry) Public account Minister of Health Government (Religious—Hajj and Umrah) Public hospital Public university Public account |
Tabaud | @tabaudapp (164419.33) @jazanuniversity (946) @kauweb (109.5) @_ksu (66) | Mobile app Public university Public university Public university | @tabaudapp (257.666) @jazanuniversity (20.757) @_ksu (6.276) | Mobile app Public university Public university |
Appendix C
Positive | Negative |
---|---|
“الحمدلله فتح تطبيق توكلنا اقدر انزل للسوق” |
“كنت بعمل مسحه واتذكر جلست ادور بين تطبيق موعد وصحتي وتطمن لخبطونا بكثرة التطبيقات واحد يكفي” |
“ انا منبهر من حجم جهود @SaudiMOH حجزت موعد فحص كورونا من تطبيق صحتيالمشوار كامل بما فيه الفحص استغرق ١٨ دقيقة فقطشيء عظيم جدا شكرا وزارة الصحة ما كنت مطلع على التسهيلات للأمانة لأني ما جربت حتى اليوم” |
“تطبيق صحتي معلق، رمز التفعيل لإعادة تعين كلمه السر لا يعمل، الرمز لا يرسل “ |
“تطمن- تطبيق ممتاز. خدمة رائعة تنظيم ومواعيد مضبوطة.. ممارسين صحيين مخلصين. حفظك الله يا بلادي ودمتِ بخير وامان” |
“منظر مؤلم عندما ترى رجل مسن أو امرأة او طفل يخرج من المركز الصحي دون علاج ... لماذا؟ ليس لديه نت في جواله أو ليس لديه جوال اصلا بدعوى تطبيق توكلنا ... لا يعلموا أن فيه ناس عائشة بالكفاف الأغلب النت في البيت. “ |
“#تطبيق_تباعد انا ما أحب القلق واتوقع القلق يضر بصحة الانسان ... توكلنا على الله ومن وجهة نظري يجب مراعاة الجوانب النفسية في اي تطبيق خصوصا ما يتعلق بصحة الانسان كيف لا وأخطاء تحديد المواقع واردة ولا يوجد جهاز هاتف دقيق يعطي دقة في تحديد المواقع لا يمكن وجود خطأ معها” |
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mHealth App | Translation in English | COVID-19 Primary Use | Mandatory | Existed before COVID-19 |
---|---|---|---|---|
Sehha | Health | Telehealth | No | Yes |
Mawid | Appointments | Digital screening 1 | No | Yes |
Sehhaty | My Health | Digital screening | Yes | Yes |
Tetamman | Rest Assured | Follow-up and isolation | Yes 1 | No |
Tawakkalna | We Trust | COVID-19 health status, access public places, and electronic permits for movement, gathering, and work | Yes | No |
Tabaud | Social Distancing | COVID-19 contact notification | No 2 | No |
mHealth App | Tweet Sentiment | Total (%) | ||||
---|---|---|---|---|---|---|
Positive (%) | Neutral (%) | Negative (%) | Indeterminate (%) | Sarcasm (%) | ||
Sehha | 7 (16.7%) | 28 (66.7%) | 3 (7.1%) | 1 (2.4%) | 3 (7.1%) | 42 (0.8%) |
Mawid | 8 (6.3%) | 89 (69.5%) | 22 (17.2%) | 5 (3.9%) | 4 (3.1%) | 128 (2.5%) |
Sehhaty | 8 (6.3%) | 98 (77.2%) | 13 (10.2%) | 5 (3.9%) | 3 (2.4%) | 127 (2.5%) |
Tetamman | 164 (35.9%) | 257 (56.2%) | 23 (5.0%) | 3 (0.7%) | 10 (2.2%) | 457 (9.1%) |
Tawakkalna | 49 (1.4%) | 1292 (37.7%) | 143 (4.2%) | 1920 (56.0%) | 22 (0.6%) | 3426 (67.9%) |
Tabaud | 9 (1.0%) | 657 (75.7%) | 2 (0.2%) | 189 (21.8%) | 11 (1.3%) | 868 (17.2%) |
Total | 245 (4.9%) | 2421 (48.0%) | 206 (4.1%) | 2123 (42.1%) | 53 (1.0%) | 5048 (100%) |
mHealth App | Tweet Sentiment | Total (%) | ||
---|---|---|---|---|
Positive (%) | Neutral (%) | Negative (%) | ||
Sehha | 56 (56.6%) | 27 (27.3%) | 16 (16.2%) | 99 (2.1%) |
Mawid | 66 (31.0%) | 87 (40.8%) | 60 (28.2%) | 213 (4.5%) |
Sehhaty | 154 (31.8%) | 192 (39.7%) | 138 (28.5%) | 484 (10.3%) |
Tetamman | 69 (23.5%) | 141 (48.0%) | 84 (28.6%) | 294 (6.2%) |
Tawakkalna | 523 (21.7%) | 1314 (54.6%) | 571 (23.7%) | 2408 (51.0%) |
Tabaud | 385 (31.5%) | 704 (57.7%) | 132 (10.8%) | 1221 (25.9%) |
Total | 1253 (26.6%) | 2465 (52.2%) | 1001 (21.2%) | 4719 (100.0%) |
Network Measures | Sehha | Mawid | Sehhaty | Tetamman | Tawakkalna | Tabaud |
---|---|---|---|---|---|---|
Nodes, n | 76 | 201 | 464 | 444 | 3076 | 734 |
Isolates, n (%) | 9 (11.84) | 29 (14.43) | 9 (1.94) | 40 (9.01) | 65 (2.11) | 14 (1.91) |
Total edges, n | 61 | 206 | 620 | 504 | 5755 | 1520 |
Unique edges, n (%) | 55 (90.16) | 175 (84.95) | 320 (51.61) | 391 (77.58) | 2047 (35.57) | 536 (35.26) |
Edges with duplicates, n (%) | 6 (9.84) | 27 (13.11) | 300 (48.39) | 113 (22.42) | 3708 (64.43) | 984 (64.74) |
Self-loops, n (%) | 11 (18.03) | 47 (22.81) | 41 (6.61) | 99 (19.64) | 361 (6.27) | 171 (11.25) |
Property | Sehha | Mawid | Sehhaty | Tetamman | Tawakkalna | Tabaud |
---|---|---|---|---|---|---|
Maximum geodesic distance (diameter) | 5 | 7 | 8 | 5 | 8 | 5 |
Average geodesic distance | 1.3782 | 2.5581 | 2.2929 | 2.0330 | 2.1515 | 2.0053 |
Connected components, n | 30 | 69 | 57 | 92 | 153 | 41 |
Maximum nodes in a connected component, n | 9 | 38 | 309 | 149 | 2642 | 575 |
Maximum edges in a connected component, n | 8 | 52 | 488 | 149 | 5158 | 1355 |
Graph density | 0.0165 | 0.0073 | 0.0038 | 0.0037 | 0.0006 | 0.0027 |
Modularity | 0.7992 | 0.7485 | 0.4920 | 0.6861 | 0.3419 | 0.3354 |
mHealth App | Positive | Neutral | Negative |
---|---|---|---|
Sehha | “Sehha app is truly great, the Dr. examined me while I was at home and gave me a prescription.” | “Try Sehha app, a physician will answer you. You can have 3 consultations per month for free.” | “I am physically very tired, and I do not know why until now I have not gone to the hospital, Allah, I thought I was braver than this. Even Sehha app isn’t working.” |
“تطبيق صحه جميل الصدق فحصني وانا بالبيت وعطاني وصفه طبيه” | “افتحي تطبيق صحة وترد عليك دكتوره او دكتور معك ٣ استشارات بالشهر ومجاني” | “ انا تعبانه جسديا وواصله لمرحله كبيره ولا ادري ليه للحين مارحت للمستشفى والله احسب نفسي اشجع من كذا حتى تطبيق صحه مايشتغل” | |
Mawid | “By using Mawid app, things are excellent” | “You can book an appointment at the health center through Mawid app.” | “I wanted to do a swab test, and I remember searching between Mawid, Sehhaty, and Tetamman apps, I got confused by the abundance of applications one is enough.” |
“عن طريق تطبيق موعد الأمور ممتازة “ | “يمكنك حجز موعد لدى المركز الصحي عبر تطبيق موعد” | “كنت بعمل مسحه واتذكر جلست ادور بين تطبيق موعد وصحتي وتطمن لخبطونا بكثرة التطبيقات واحد يكفي” | |
Sehhaty | “I’m astonished by @SaudiMOH amount of effort. I booked an appointment for the Corona test from Sehhaty app. The entire trip, including the test, took only 18 min. A very great thing, thank you to the Ministry of Health. Honestly, I was not aware of the facilitation, until today” | “The Minister of Health announces it at the #HIMSS20ME conference. Sehaty app will be the unified application for all services provided by the Ministry of Health” | “I have a problem logging into Sehhaty app since a week ago. The same message appears, and the information is correct ??” |
“انا منبهر من حجم جهود @SaudiMOH حجزت موعد فحص كورونا من تطبيق صحتي المشوار كامل بما فيه الفحص استغرق ١٨ دقيقة فقط شيء عظيم جدا شكرا وزارة الصحة ما كنت مطلع على التسهيلات للأمانة لأني ما جربت حتى اليوم” | “وزير الصحة يعلنها في مؤتمر #HIMSS20ME تطبيق صحتي سيكون التطبيق الموّحد لجميع خدمات وزارة الصحة” | “عندي مشكلة في تسجيل الدخول لتطبيق صحتي لمدة اسبوع نفس الرسالة تظهر والمعلومات صحيحة؟؟ “ | |
Tetamman | “Tetamman—is an excellent app. great service, organization and accurate appointments, loyal health practitioners. May Allah protect my country and keep it well and safe.” | “Tetamman app is intended for those who have been invited to download it via text messages or through a designated authority (infected or suspected of being infected). If you don’t have the conditions listed above, your isolation is considered optional, and you have the option to use the application services or delete it” | “I was contacted to download Tetamman app, but I previously downloaded it and deleted it, now the place of isolation has changed, and the isolation days do not appear ... and the questionnaire is blank” |
“تطمن- تطبيق ممتاز.. خدمة رائعة تنظيم ومواعيد مضبوطة.. ممارسين صحيين مخلصين. حفظك الله يابلادي ودمتِ بخير وامان” | “تطبيق تطمن مخصص لمن تم دعوتهم لتحميله عبر الرسائل النصية او عبر الجهة المختصة (المصابين أو المشتبه بإصابتهم) في حال لم تكن من ضمن الشروط الواردة أعلاه يعتبر عزلك اختياري ولك الخيار في استخدام خدمات التطبيق أو حذفه” | “تم التواصل معي وافادتي بتحميل تطبيق تطمن مع العلم بانه تم تحميله سابقا وتم حذفه والان تغير مكان العزل ولا يظهر ايام العزل ... وكذلك لاستبيان فارغ.” | |
Tawakkalna | “The reason for the decline of the epidemic in Medina after Allah is Tawakkalna app, which was strictly applied. It is prohibited to enter any government facility or private sector unless you have the app ... If you are infected, or exposed your entry is not allowed.” | “Exposed (orange and yellow color) are converted into healthy (green color) in Tawakkalna app by the Ministry of Health after 14 days without a confirmed COVID-19 infection.” | “A painful sight when you see an elderly man, a woman, or a child leaves the health center without treatment ... why? Not having access to the internet on their mobile or not having a mobile to access the Tawakkalna app ... they do not know that there are people who can’t afford it. For most the internet is only at home.” |
“ سبب انحسار الوباء بالمدينة بعد الله هو تطبيق توكلنا تم تطبيقه بحذافيره ممنوع دخول اي منشأه حكومية او قطاع خاص الا والتطبيق معك.. واذا كنت مصاب ممنوع دخولك او مخالط ممنوع دخولك” | “المخالط (اللون البرتقالي والاصفر) يتم تحويله الى سليم (اللون الأخضر) في توكلنا من قبل وزارة الصحة بعد مرور 14 يوم وعدم ثبوت الإصابة “ | “منظر مؤلم عندما ترى رجل مسن أو امرأة او طفل يخرج من المركز الصحي دون علاج ... لماذا؟ ليس لديه نت في جواله أو ليس لديه جوال اصلا بدعوى تطبيق توكلنا ... لا يعلموا أن فيه ناس عائشة بالكفاف الأغلب النت في البيت. “ | |
Tabaud | “Do you know why everyone is so proud of you @SDAIA_SA? Because, with your effort and the perseverance of your employees, you have limited the consequences of Corona, with the grace of Allah ... and we have become the top third country in the world to implement Exposure Notification technologies.” | “Tabaud app is to assist combating the Coronavirus COVID-19, to return to normal life as soon as possible by notifying the user if they were in contact with a person who was confirmed to have the virus during the past 14 days” | “#Tabaud_app I do not like anxiety, and I expect anxiety harms human health ... We depend on Allah and from my point of view, psychological aspects must be considered in any app, especially regarding human health. How this can be possible, and there is no accurate phone device that is capable of giving an accurate location without chances of error.” |
“تعرفون ليش الجميع يفخر بكم @SDAIA_SA لأنكم بجهدكم ومثابرتكم وبهمة شبابكم وشاباتكم من أبناء الوطن حديتوا من تداعيات كورونا بتوفيق الله.. وصرنا ثالث دولة في العالم تطبيقًا لتقنيات Exposure Notification” |
“تطبيق “تباعد” هو للمساعدة على احتواء فيروس كورونا كوفيد١٩ والعودة إلى للحياة الطبيعية في أقرب وقت ممكن من خلال الإشعار بمخالطة شخص تم تأكيد إصابته بالفيروس خلال الـ ١٤ يوم الماضية” | “#تطبيق_تباعدانا ما أحب القلق واتوقع القلق يضر بصحة الانسان ... توكلنا على اللهومن وجهة نظري يجب مراعاة الجوانب النفسية في اي تطبيق خصوصا ما يتعلق بصحة الانسان كيف لا وأخطاء تحديد المواقع واردة ولا يوجد جهاز هاتف دقيق يعطي دقة في تحديد المواقع لا يمكن وجود خطأ معها” |
Classifier | Precision | Recall | F1-Score |
---|---|---|---|
* SVM-AraVec | 0.85 | 0.85 | 0.85 |
SVM-tfidf | 0.84 | 0.84 | 0.84 |
AraBERT | 0.82 | 0.78 | 0.80 |
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Binkheder, S.; Aldekhyyel, R.N.; AlMogbel, A.; Al-Twairesh, N.; Alhumaid, N.; Aldekhyyel, S.N.; Jamal, A.A. Public Perceptions around mHealth Applications during COVID-19 Pandemic: A Network and Sentiment Analysis of Tweets in Saudi Arabia. Int. J. Environ. Res. Public Health 2021, 18, 13388. https://doi.org/10.3390/ijerph182413388
Binkheder S, Aldekhyyel RN, AlMogbel A, Al-Twairesh N, Alhumaid N, Aldekhyyel SN, Jamal AA. Public Perceptions around mHealth Applications during COVID-19 Pandemic: A Network and Sentiment Analysis of Tweets in Saudi Arabia. International Journal of Environmental Research and Public Health. 2021; 18(24):13388. https://doi.org/10.3390/ijerph182413388
Chicago/Turabian StyleBinkheder, Samar, Raniah N. Aldekhyyel, Alanoud AlMogbel, Nora Al-Twairesh, Nuha Alhumaid, Shahad N. Aldekhyyel, and Amr A. Jamal. 2021. "Public Perceptions around mHealth Applications during COVID-19 Pandemic: A Network and Sentiment Analysis of Tweets in Saudi Arabia" International Journal of Environmental Research and Public Health 18, no. 24: 13388. https://doi.org/10.3390/ijerph182413388