• The Journal of Information Systems
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• v.28 no.1
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• pp.1-16
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• 2019

Purpose The purpose of this study is to analyze causal relationship between quantity and quality for deriving ranking model of Online reviews. Thus, we propose implications for deriving the ranking model for retrieving Online reviews more effectively. Design/methodology/approach We collected Online review from Tripadvisor web sites which might be a kind of world-famous tourism web sites. We transformed the natural text reviews to quantified data which consists of quantified positive opinions, quantified negative opinions, quantified modification opinions, reviews lengths and grade scores by using opinion mining technologies in R package. We executed corelation and regression analysis about the data. Findings According to the empirical analysis result, this study confirmed that the review length influenced positive opinion, negative opinion and modification opinion. We also confirmed that negative opinion and modification opinion influenced the grade score.

• Smart Media Journal
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• v.13 no.7
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• pp.27-35
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• 2024

Since COVID-19, the education industry has shifted many of its activities to non-face-to-face channels, and many programs are still being conducted in non-face-to-face channels during the endemic. This study aims to analyze the quality factors affecting user satisfaction of synchronous and asynchronous channels operated non-face-to-face and compare the differences between the two channels. For this purpose, we analyzed the reviews of graduate students of the same content in the synchronous and asynchronous channels at H University in Seoul, Korea. The non-face-to-face learning quality factors derived through topic modeling are educational system quality, content quality, instructor quality, and expectation confirmation, and their effects on user satisfaction were empirically analyzed through survey responses related to these quality factors. The results showed that all of the quality factors had a significant positive effect on satisfaction, and there were significant differences in satisfaction factors between the two channels. This study is significant in that it suggests that improving the content itself for synchronous channels and improving the convenience of the program operation system for asynchronous channels is effective in improving user satisfaction.

• The Journal of the Korea Contents Association
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• v.17 no.10
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• pp.647-656
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• 2017

It is obvious that the sales of smart phones are increasing every year whereas the growth rate is decreasing year by year from 2010 through the investigation of the current situation of the smartphone market. Therefore, the GUI design of smartphones has gradually become the major design difference and selling point. In this research background, the purpose of this paper is to investigate and analyze the relationship between GUI design and user experience which takes the 20 generation smartphone users in China as the research objects, so as to understand the impact of GUI design on user experience. In this paper, five visual elements of GUI design are derived from prior study, and five essential factors of user experience are educed by using online review text analysis and KJ. Finally, this thesis makes a questionnaire survey on the 20 generation smartphone users in China, and analyzes the influence of GUI design on the user experience. Meanwhile, we put forward some suggestions for improving the user experience on the basis of the survey results.

• The KIPS Transactions:PartD
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• v.18D no.4
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• pp.237-244
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• 2011

Opinion Mining summarizes with classifying sensitive opinions of customers in huge online customer reviews for the attributes of products or services by positive and negative opinions. Because the customers represent their interests through subjective opinions as well as objective facts, the existing opinion mining techniques, which can analyze just the sensitive opinions, need to be expanded.. In this paper, We propose the novel entity association network model which expands the existing opinion mining techniques. The entity association model can not only represent positive and negative degree of the sensitive opinions, but also can represent the degree of the associations and relative importances between entities. We designed and implemented the customer reviews analysis system based on the entity association network model. We recognized that the system can represent more abundant information than the existing opinion mining techniques.

• Knowledge Management Research
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• v.24 no.3
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• pp.95-125
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• 2023

As the aviation industry has rapidly been grown, there are more factors for customers to consider when choosing an airline. In response, airlines are trying to increase customer value by providing high-quality services and differentiated experiential value. While early customer value research centered on utilitarian value, which is the trade-off between cost and benefit in terms of utility for products and services, the importance of experiential value has recently been emphasized. However, experiential value needs to be studied in a specific context that fully represents customer preferences because what constitutes customer value changes depending on the product or service context. In addition, customer value has an important influence on customers' decision-making, so it is necessary for airlines to accurately understand what constitutes customer value. In this study, we collected customer reviews and ratings from Skytrax, a website specializing in airlines, and utilized the BERTopic technique to derive factors of customer value. The results revealed nine factors that constitute customer value in airlines, and six of them are related to customer satisfaction. This study proposes a new methodology that enables a granular understanding of customer value and provides airlines with specific directions for improving service quality.

• Journal of Digital Convergence
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• v.20 no.5
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• pp.477-488
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• 2022

The purpose of this study is to examine how factors that select Airbnb service affect service satisfaction and the moderating effect according to marital status. The subjects of this study are customers who who have used Airbnb services in the metropolitan area. The questionnaire survey was conducted with 150 people, and the results were analyzed and hypothesis testing was performed using Structural Equation Model(SEM). As a result of the study, it has been found that price, online review, and Unique Experience Expectation(UEE) among the factors that selected Airbnb have positive effects on service use satisfaction. In addition, marital status has been found to play a mediating role among price, UEE and customer satisfaction. For single customers, price is an important factor influencing service satisfaction, but for married customers, it is not. In this sense, it is important not only to conduct marketing and promotions considering only gender, but also to provide services according to whether they are single or married.

• Information Systems Review
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• v.26 no.1
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• pp.269-288
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• 2024

The main objective of this study is to empirically explore how the organizational culture influences financial performance of companies. To achieve this, 58 companies included in the KOSPI 200 were selected from an online job platform in South Korea, JobPlanet. In order to understand the organizational culture of these companies, data was collected and analyzed from 81,067 reviews written by current and former members of these companies on JobPlanet over a period of 9 years from 2014 to 2022. To define the organizational culture of each company based on the review data, this study utilized well-known text analysis techniques, namely Word2Vec and FastText analysis methods. By modifying, supplementing, and extending the keywords associated with the five organizational culture values (Innovation, Integrity, Quality, Respect, and Teamwork) defined by Guiso et al. (2015), this study created a new Culture Dictionary. By using this dictionary, this study explored which cultural values-related keywords appear most often in the review data of each company, revealing the relative strength of specific cultural values within companies. Going a step further, the study also investigated which cultural values statistically impact financial performance. The results indicated that the organizational culture focusing on innovation and creativity (Innovation) and on customers and the market (Quality) positively influenced Tobin's Q, an indicator of a company's future value and growth. For the indicator of profitability, ROA, only the organizational culture emphasizing customers and the market (Quality) showed statistically significant impact. This study distinguishes itself from traditional surveys and case analysis-based research on organizational culture by analyzing large-scale text data to explore organizational culture.

• Korean journal of communication and information
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• v.37
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• pp.307-341
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• 2007

The Blog enables individuals to become communication producers, not merely consumers. This study aims to analyse the practice of the Blog communication and the surrounding social dynamics. Employing ethnographic content analysis, in-depth interview, and participatory observation, this study tried to explore following research questions: 1) What are the value-added process and social dynamics surrounding the production and practice of the Blog communication? From the perspective of political economy, the mechanisms of market economy of capitalism directly and indirectly worked in Blog production, making it as a medium for profit. The power of capital overwhelmed the blog. These results enable us to predict that Blog can be a new tool for capitalism to create profit.

• Journal of KIISE
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• v.43 no.9
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• pp.1008-1014
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• 2016

Data such as Twitter, Facebook, and customer reviews belong to the informal document group, whereas, newspapers that have grammar correction step belong to the formal document group. Finding consistent rules or patterns in informal documents is difficult, as compared to formal documents. Hence, there is a need for additional approaches to improve informal document analysis. In this study, we classified Twitter data, a representative informal document, into ten categories. To improve performance, we revised and expanded features based on LDA(Latent Dirichlet allocation) word distribution. Using LDA top-ranked words, the other words were separated or bundled, and the feature set was thus expanded repeatedly. Finally, we conducted document classification with the expanded features. Experimental results indicated that the proposed method improved the micro-averaged F1-score of 7.11%p, as compared to the results before the feature expansion step.

• Journal of Intelligence and Information Systems
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• v.17 no.3
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• pp.115-130
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• 2011

Many online stores bring features that can build trust in their customers. More so, the number of products or content services on online stores has been increasing rapidly. Hence, personalization on online stores is considered to be an important technology to companies and customers. Recommender systems that provide favorable products and customer product reviews to users are the most commonly used features in this purpose. There are many studies to that investigated the relationship between social presence as an antecedent of trust and provision of recommender systems or customer product reviews. Many online stores have made efforts to increase perceived social presence of their customers through customer reviews, recommender systems, and analyzing associations among products. Primarily because social presence can increase customer trust or reuse intention for online stores. However, there were few studies that investigated the interactions between recommendation type, product type and provision of customer product reviews on social presence. Therefore, one of the purposes of this study is to identify the effects of personalized recommender systems and compare the role of customer reviews with product types. This study performed an experiment to see these interactions. Experimental web pages were developed with $2{\times}2$ factorial setting based on how to provide social presence to users with customer reviews and two product types such as hedonic and utilitarian. The hedonic type was a ringtone chosen from Nate.com while the utilitarian was a TOEIC study aid book selected from Yes24.com. To conduct the experiment, web based experiments were conducted for the participants who have been shopping on the online stores. Participants were a total of 240 and 30% of the participants had the chance of getting the presents. We found out that social presence increased for hedonic products when personalized recommendations were given compared to non.personalized recommendations. Although providing customer reviews for two product types did not significantly increase social presence, provision of customer product reviews for hedonic (ringtone) increased perceived social presence. Otherwise, provision of customer product reviews could not increase social presence when the systems recommend utilitarian products (TOEIC study.aid books). Therefore, it appears that the effects of increasing perceived social presence with customer reviews have a difference for product types. In short, the role of customer reviews could be different based on which product types were considered by customers when they are making a decision related to purchasing on the online stores. Additionally, there were no differences for increasing perceived social presence when providing customer reviews. Our participants might have focused on how recommendations had been provided and what products were recommended because our developed systems were providing recommendations after participants rating their preferences. Thus, the effects of customer reviews could appear more clearly if our participants had actual purchase opportunity for the recommendations. Personalized recommender systems can increase social presence of customers more than nonpersonalized recommender systems by using user preference. Online stores could find out how they can increase perceived social presence and satisfaction of their customers when customers want to find the proper products with recommender systems and customer reviews. In addition, the role of customer reviews of the personalized recommendations can be different based on types of the recommended products. Even if this study conducted two product types such as hedonic and utilitarian, the results revealed that customer reviews for hedonic increased social presence of customers more than customer reviews for utilitarian. Thus, online stores need to consider the role of providing customer reviews with highly personalized information based on their product types when they develop the personalized recommender systems.