• Information Systems Review
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• v.24 no.1
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• pp.157-181
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• 2022

As competition in the airline industry intensifies, effective airline service quality evaluation has become one of the main challenges. In particular, as big data analytics has been touted as a new research paradigm, new research on service quality measurement using online review analysis has been attempted. However, these studies do not use review titles for analysis, relyon supervised learning that requires a lot of human intervention in learning, and do not consider airline characteristics in classifying service quality dimensions.To overcome the limitations of existing studies, this study attempts to measure airlines service quality and to classify it into the AIRQUAL service quality dimension using online review text as well as title based on self-trainingand sentiment analysis. The results show the way of effective extracting service quality dimensions of AIRQUAL from online reviews, and find that each service quality dimension have a significant effect on service satisfaction. Furthermore, the effect of review title on service satisfaction is also found to be significant. This study sheds new light on service quality measurement in airline industry by using an advanced analytical approach to analyze effects of service quality on customer satisfaction. This study also helps managers who want to improve customer satisfaction by providing high quality service in airline industry.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.23 no.1
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• pp.1-6
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• 2019

This study visualized users reaction about movies based on keywords with high frequency. For this work, we collected data of movie reviews on . A total of six movies were selected, and we conducted the work of data gathering and preprocessing. Semantic network analysis was used to understand the relationship among keywords. Also, NetDraw, packaged with UCINET, was used for data visualization. In this study, we identified the differences in characteristics of review contents regarding each movie. The implication of this study is that we visualized movie reviews made by sentence as keywords and explored whether it is possible to construct the interface to check users' reaction at a glance. We suggest that further studies use more diverse movie reviews, and the number of reviews for each movie is used in similar quantities for research.

• Journal of Korea Society of Industrial Information Systems
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• v.25 no.5
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• pp.91-102
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• 2020

The Internet of Things (IoT) is characterized as the market where various companies compete for the same consumers. Thus, there are differences in functions and performance provided by the main business area and other characteristics of the service providers. This paper investigates whether satisfaction with the service provided depends on the characteristics of the operator by using sentiment analysis of comments. To achieve this goal, word importance analysis and sensitivity analysis are conducted on 34,310 reviews of 41 applications registered in the Google Play. The review analysis was conducted at various levels, including TD-IDF (Term frequency-inverse document frequency) value of keywords, service sectors, the origin of providers, and domestic/foreign providers. The results show that users' overall assessment of IoT services was found to be low, and smart homes received relatively high reviews compared to other services, and manufacturing-based and overseas providers received relatively higher evaluations than others.

• Korean Journal of Human Ecology
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• v.22 no.2
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• pp.343-355
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• 2013

E-reviews, electronic reviews, are generally perceived as trustworthy and credible by the consumers, because it is based on the experiences of other consumers who are independent of the marketers. Therefore, consumers may rely more on the review information as an important cue than direct experience or advertising. This paper explored the structural equation model to investigate the relationships among search motives of e-reviews, attributes of e-review, trust, and purchase intention for cosmetics. A self-questionnaire was developed based on previous researches. Data were collected from 300 female university students experienced purchasing cosmetics at the Internet and were analyzed by AMOS 20.0. Results showed that e-review attributes consisted of three factors: expertise/visuality, quality/functionality and advertising/design. Utilitarian and hedonic search motives were significantly related to expertise/ visuality attributes of e-review and then influenced the purchase intention for cosmetics, mediated by the trust of e-review. However, quality/functionality attributes related by utilitarian motive did not have a significant effect to trust of e-review and purchase intention for cosmetics. Regardless of search motives and trust of e-review, advertising/design attributes of e-review directly related to purchase intention of cosmetics. As predicted, the trust of e-review was an important mediated variable to stimulate the purchase intention of cosmetics at internet. The implications of findings for research and practice are discussed.

• Journal of the Korean Institute of Landscape Architecture
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• v.49 no.4
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• pp.15-29
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• 2021

The study aims to grasp the perception and appraisal of urban park users through text analysis. This study used Google review data provided by Google Maps. Google Maps Review is an online review platform that provides information evaluating locations through social media and provides an understanding of locations from the perspective of general reviewers and regional guides who are registered as members of Google Maps. The study determined if the Google Maps Reviews were useful for extracting meaningful information about the user perceptions and appraisals for parks management plans. The study chose three urban parks in Seoul, South Korea; Seoul Forest, Boramae Park, and Olympic Park. Review data for each of these three parks were collected via web crawling using Python. Through text analysis, the keywords and network structure characteristics for each park were analyzed. The text was analyzed, as were park ratings, and the analysis compared the reviews of residents and foreign tourists. The common keywords found in the review comments for the three parks were "walking", "bicycle", "rest" and "picnic" for activities, "family", "child" and "dogs" for accompanying types, and "playground" and "walking trail" for park facilities. Looking at the characteristics of each park, Seoul Forest shows many outdoor activities based on nature, while the lack of parking spaces and congestion on weekends negatively impacted users. Boramae Park has the appearance of a city park, with various facilities providing numerous activities, but reviewers often cited the park's complexity and the negative aspects in terms of dog walking groups. At Olympic Park, large-scale complex facilities and cultural events were frequently mentioned, emphasizing its entertainment functions. Google Maps Review can function as useful data to identify parks' overall users' experiences and general feelings. Compared to data from other social media sites, Google Maps Review's data provides ratings and understanding factors, including user satisfaction and dissatisfaction.

• The Journal of Society for e-Business Studies
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• v.24 no.2
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• pp.71-89
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• 2019

In order to come up with satisfying product and improvement, firms use traditional marketing research methods to obtain consumers' opinions and further try to reflect them. Recently, gathering data from consumer communication platforms like internet and SNS has become popular methods. Meanwhile, with the development of information technology, mobile companies are launching new digital products for children to protect them from harmful content and provide them with necessary functions and information. Among these digital products, Kids Phone, which is a wearable device with safe functions that enable parents to learn childern's location. Kids phone is relatively cheaper and simpler than smartphone but it is noted that there are several problems such as some useless functions and frequent breakdowns. This study analyzes the reviews of Kids phones from domestic mobile companies, identifies the characteristics, strengths and weaknesses of the products, proposes improvement methods strategies for devices and services through SNS consumer analysis. In order to do that customer review data from online shopping malls was gathered and was further analyzed through text mining methods such as TF/IDF, Sentiment Analysis, and network analysis. Customer review data was gathered through crawling Online shopping Mall and Naver Blog/$Caf\acute{e}$. Data analysis and visualization was done using 'R', 'Textom', and 'Python'. Such analysis allowed us to figure out main issues and recent trends regarding kids phones and to suggest possible service improvement strategies based on sentiment analysis.

• The Journal of Society for e-Business Studies
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• v.27 no.1
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• pp.15-28
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• 2022

Due to recent expansion of online market such as clothing, utilizing customer review has become a major marketing measure. User review has been used as a tool of analyzing sentiment of customers. Sentiment analysis can be largely classified with machine learning-based and lexicon-based method. Machine learning-based method is a learning classification model referring review and labels. As research of sentiment analysis has been developed, multi-modal models learned by images and video data in reviews has been studied. Characteristics of words in reviews are differentiated depending on products' and customers' categories. In this paper, sentiment is analyzed via considering review data and metadata of products and users. Gated Recurrent Unit (GRU), Long Short-Term Memory (LSTM), Self Attention-based Multi-head Attention models and Bidirectional Encoder Representation from Transformer (BERT) are used in this study. Same Multi-Layer Perceptron (MLP) model is used upon every products information. This paper suggests a multi-modal sentiment analysis model that simultaneously considers user reviews and product meta-information.

• Journal of the Korea Society of Computer and Information
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• v.26 no.8
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• pp.39-46
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• 2021

When conducting social big data analysis for franchise stores, reviews of multiple branches of a franchise can be collected together, from which analysis results can be distorted significantly. To improve its accuracy, it should be possible to filter reviews of other branches properly which are not subject to the analysis. This paper presents a method for social big data analysis which reflects characteristics of franchise stores. The proposed method consists of search key configuration and review filtering. For the former, the open data provided by Small Business Promotion Agency is used to extract region names for collecting reviews more accurately. For the latter, open search APIs provided by Naver or Kakao are used to obtain franchise branch information for filtering reviews of other branches that are not subject to analysis. To verify performance of the proposed method, experiments were conducted based on real social reviews collected from online, where the results showed that the accuracy of the proposed review filtering was 93.6% on the average.

• Journal of the Korea Society of Computer and Information
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• v.28 no.7
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• pp.19-27
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• 2023

In the process of collecting social reviews, a number of noise reviews irrelevant to a given search keyword can be included in the search results. To filter out such reviews, machine learning can be used. However, if the number of reviews is insufficient for a target place to be analyzed, filtering accuracy can be degraded due to the lack of training data. To resolve this issue, we propose a supervised learning method to improve accuracy of the noise review filtering for the places with insufficient reviews. In the proposed method, training is not performed by an individual place, but by a group including several places with similar characteristics. The classifier obtained through the training can be used for the noise review filtering of an arbitrary place belonging to the group, so the problem of insufficient training data can be resolved. To verify the proposed method, a noise review filtering model was implemented using LSTM and BERT, and filtering accuracy was checked through experiments using real data collected online. The experimental results show that the accuracy of the proposed method was 92.4% on the average, and it provided 87.5% accuracy when targeting places with less than 100 reviews.

• The Korean Journal of Applied Statistics
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• v.35 no.1
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• pp.19-33
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• 2022

With the explosive growth of social media, its abundant text-based data generated by web users has become an important source for data analysis. For example, we often witness online movie reviews from the 'Naver Movie' affecting the general public to decide whether they should watch the movie or not. This study has conducted analysis on the Naver Movie's text-based review data to predict the actual ratings. After examining the distribution of movie ratings, we performed semantics analysis using Korean Natural Language Processing. This research sought to find the best review rating prediction model by comparing machine learning and deep learning models. We also compared various regression and classification models in 2-class and multi-class cases. Lastly we explained the causes of review misclassification related to movie review data characteristics.