The Journal of Information Systems (한국정보시스템학회지:정보시스템연구)

Korea Association of Information Systems (한국정보시스템학회)
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An Analysis of Mobility as a Service (MaaS) in Korea: Current Trends and Strategic Directions for Integrated Transportation Systems Based on User Reviews

통합 교통서비스 발전 방향 탐색을 위한 사용자 리뷰 기반 국내 MaaS(Mobility as a Service) 현황 및 실태 분석

  • 김동건 (아주대학교 비즈니스 애널리틱스학과 ) ;
  • 강주영 (아주대학교 경영대학 경영인텔리전스학과 )
  • Received : 2024.08.22
  • Accepted : 2024.09.11
  • Published : 2024.09.30
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Abstract

Purpose The purpose of this study is to promote the development of domestic Moility as a Service(MaaS) by analyzing user reviews from existing MaaS. We seek to identify the topics mentioned for each service and derive the ratings of these topics to understand the strengths and weaknesses. Design/methodology/approach This study evaluated and classified 10 domestic MaaS based on the components derived from previous research, collected user reviews for each service from the Google Play Store and conducted topic modeling using LDA. Findings The study results showed that the topic of 'pricing' was the most frequently mentioned, while the topics of 'UI & UX', 'registration and sign-up', and 'customer service' received low ratings of less than 3 points across all services where these topics were identified. Therefore, it is necessary to improve UI & UX based on user feedback, implement a simpler registration process to enhance accessibility, and improve customer service through regular staff training, diverse communication channels, and faster response times.

Keywords

Acknowledgement

이 논문은 2024년 대한민국 교육부와 한국연구재단의 지원을 받아 수행된 연구임(NRF-2021S1A3A2A02089039).

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