• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.4
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• pp.13-24
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• 2015

Customer complaints handling helps organizations to retain existing customers and attract new customers, as well. As Voice of the Customer (VOC) is one of the main sources of customer complaints, many organizations utilize VOC to enhance customer satisfaction. Effective management of VOC has been proved as one of the best ways to maintain organization's brand image and reputation. In spite of its importance, little has been reported on the utilization of VOC to detect faults in a telecommunication industry. In this paper, association rule mining based on VOC is used to identify root fault causes of a telecommunications network. To do that, VOC of a Communication Service Provider has been collected first. Then, association rule mining has also been conducted with various support and confidence levels. As a result, root fault causes of the telecommunications network can be identified. It is expected that this study can be used as a basis for decisions about customer satisfaction management such as preventive maintenances or reduction of the customer maintenance cost.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.865-874
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• 2020

In Vietnam, the airline service sector plays an important economic role. However, it is a complicated industry that is open to failures. Negative emotions are an essential variable for the airline service industry because they can trigger a variety of coping behaviors that affect consumer loyalty as well as the image and reputation of the airline service providers. However, negative emotions and the accompanying coping behaviors are often investigated partially or as separate issues, thus leading to an incomplete understanding. This study is conducted to fill this gap by proposing and testing the causal relationship between negative emotions (anger, frustration, regret) and coping behaviors (complaint, negative word-of-mouth (WOM), and switching intention) in the context of the airline industry. Eight research hypotheses are tested. Using the partial least squares structural equation modeling (PLS-SEM) on a sample of 587 passengers in Vietnam, the empirical results show that anger and frustration influence complaints, negative WOM, and switching intention, while regret leads to switching intention and negative WOM. Thus, the research has important academic and practical implications. The empirical outcome could be of major importance for airline companies in planning to provide new services and achieve high performance in the long run.

• Korean Journal of Biological Psychiatry
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• v.13 no.4
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• pp.226-233
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• 2006

Depression is one of the most common mental disorders. Some characteristics of depression in Korea were elucidated. The tendency to express depressive feeling through somatic complaints is more prominent in Korea than in Western countries. Careful studies on depressive symptoms suggest that guilt and suicidal idea are apparent among Korean depressive patients as well as among Western subjects. But most depressive patients in Korea are reluctant to express suicidal idea, which is hidden under the somatic complaints. We should remember the possibility of research artifacts or cultural bias with regard to the evaluation of depressive symptoms of a country in comparison with other countries. Non-pharmacological treatment of depression includes dynamic psychotherapy, cognitive behavioral therapy, interpersonal psychotherapy, self-care treatment, etc. Some kinds of Korean culture relevant psychotherapies are introduced: Tea therapy, Imago therapy, Tao psychotherapy, and combined approach. Interest in the aged people is growing recently, and the research about the factors which affect the depressive disorders in older patients and treatment strategy for them is ongoing.

• Journal of Korean Academy of Nursing
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• v.9 no.2
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• pp.27-38
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• 1979

This study was undertaken to determine the subjective symptoms of fatigue among the house-wives groups. Inquiries into subjective symptoms of fatigue were made by the form designied by the Industrial Fatigue Research Committee of the Japan Society of Industrial Health (1961), Comprising 30 items. These items are classified into 3 groups of 10 items, namely, A) Physical Symptoms, B) Mental Symptoms, C) Neuro-Sensory Symptoms (Figure 1 ). The results of the investigation can be summerized as follows: 1. Within the total items (T), the physical symptoms (A) were the strongest in the effect on the feelings of fatigue, and were followed by (B), and (C). 2. There was a significant difference shown in the distribution of responses by height (X$^2$=236.29, d.f. = 145, p < 0.00001). In the mental category (F = 2.22, d.f. = 4, p = 0.05) and neuro-sensory category (F = 2.64, d.f. = 4, p < 0.001), there was a difference in the responses’com-plaints by weight. 3. As for the ages, housewives at the age of 50 presented a higher rate than those 30 or 20. 4. Regarding the number of children, respondents have more children showed higher frequency rate of complaints. 5. In the investigation sample, complaints were related to education level (f = 18.34, d.f. = 3, p<0.0001) pentruation (t = 2.31, p< 0.022), and sleeping hours (F = 6.04, d.f. = 6, p< 0.0001).

• Journal of the Korean Dietetic Association
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• v.11 no.4
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• pp.405-417
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• 2005

The purpose of this study was to evaluate students' satisfaction with foodservice of middle school by region in Gangwon province. Students’ satisfaction concerning foodservice quality characteristics was surveyed by using importance performance analysis(IPA) technique in middle school foodsevice operations. Middle school students from four cities(Gangnung, Sokcho, Wonju, Chuncheon) were surveyed by self-developed questionnaire. Total of 1,025 questionnaires(female 521 and male 504 respectively) were analyzed using SAS program. The results of this study are summarized as follows: 1.The performance level of foodservice quality attributes was significantly different according to region. 2.The attribute of the highest performance level was taste of food. The attributes of the lower performance level were waiting time of meal service and treatment about complaints. The attributes of the higher importance level were hygiene of food and dining room and hygiene of spoon and cup and drinking water table. 3.Satisfied quality attributes identified were taste of food and variety of menu. Dissatisfied quality attribute identified was treatment about complaints. 4.The satisfaction of middle school lunch service was lower than their elementary school period. 5.The satisfied quality attributes of middle school foodservice were portion size, facility of dining room, hygiene of food, variety of menu compared with their elementary school period.

• Convergence Security Journal
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• v.12 no.2
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• pp.43-51
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• 2012

CCTV would be the effective way in the prevention of abuse, as well as recorded image information evidence of the crime as a significant legal effect. But recorded image information As evidence by utilizing the Complaint/complaint handling, and administrative business processes that are currently operating offline procedural complexity and unnecessary time appear costly, privacy remains an issue to be solved, etc. Runoff. In this paper, incidence rate of offline business processing phase to solve the problems proposed to build unified portal for CCTV image information and the existing studies on the effectiveness of electronic civil service system, previous studies by analyzing e-government in accordance with laws and privacy laws, CCTV image information portal deployment model is applied to data integration occurs are trying to solve the problem effectively.

• Journal of Environmental Impact Assessment
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• v.22 no.4
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• pp.369-379
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• 2013

Noise and vibration problems at the construction site, expansion of construction scale and frequency of urban construction is increased, has given the damage to local residents. Also, the result of civil complaint about noise and vibration that occurred in 2011 was 56,244; it is showing an increasing trend of more than 4% annually. In particular, the construction noise and vibration, the civil complaints of around construction site accounts for 64.6%(36,353), are harmful to the tranquility of living environment. As a result, the government has managed to strengthen the regulatory standard of construction noise (65dB(A), Day-time) from 2011. However, the regulatory standard of construction noise and vibration does not meet and also complaints related the construction noise and vibration not decreased. Because the management system can be applied to the construction site is insufficient and a shortage of manpower. In this study, investigated the status and problems of the regulatory standards related to construction noise and vibration, we propose an efficient management plan of construction noise and vibration.

• Journal of Chest Surgery
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• v.23 no.3
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• pp.532-536
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• 1990

We experienced surgical correction of 2 cases of discrete membranous subaortic stenosis. Case 1 was 19 years old male patient. His complaints were fatigue, exertional dyspnea, syncope and angina for 8 years. Ejection. systolic murmur was heard at the second right intercostal space and diastolic murmur was heard at the apex. A thrill was palpated over the second right intercostal space and area of the carotid artery. 2-D echo, cardiac cath and left ventriculogram revealed discrete membranous subaortic stenosis and VSD. Complete excision of discrete membrane without mymectomy was done. VSD was closed with dacron patch and aortic valve was replaced with St. Jude medical valve. Case 11 was 16 years old female whose complaints were exertional dyspnea and syncope. Ejection systolic murmur was heard at second right intercostal space, but diastolic murmur was not heard. A thrill was palpated over the second right intercostal space and the area of carotid artery. 2-D echo, cardiac cath and left ventriculogram revealed discrete membranous subaortic stenosis. Complete excision of fibrous tissue and myotomy were made and aortic valve was replaced with St. Jude medical valve. Operative finding was followed: both aortic valves showed deformity of leaflets. Subaortic region had a thickened central fibrous body from which the ridge protruded. Both patient`s postoperative course were uneventful and short-term follow-up results were good except soft systolic murmur at the aortic area.

• Journal of Chest Surgery
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• v.3 no.2
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• pp.127-132
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• 1970

A patient was 29 year old house wife who was admitted to the Yonsei University Medical Center on 6 th of Nov., in 1970, with chief complaints of complete loss of bilateral visual acuity, generalized weakness, frequent palpitations, claudication of masseter muscles and intermittent fainting. These symptoms were developed 5 years prior to admission. Physical finding on admission revealed complete loss of bilateral visual acuity, absence of both radial and carotid pulse, but there was good femoral and popliteal pulse. She couldn't open her mouth as she desired and had weakness of mastication. Radiological findings of plane chest PA were not significant. Aortogram(Cineangiogram) showed non-visualization of both carotid and subclavian arteries. It showed only innominate and interal mammary artery preoperatively. The operative findings were as follows: There were complete obliterative changes in both common carotid and subclavian arteries, and periarteritis in the innominate artery. Tube Dacron Prosthesis Bypass with V-arm between innominate artery and both common carotid arteries was performed after thromboendarterectomy. Histopathological finding of the thromboend arterectomy specimen was compatible with pulseless disease, which showed marked fibrous thickening of intima and a diffuse inflammatory cell infiltration of the whole layers. Her postopererative course was uneventful. Follow up aortogram(Cineangiogram) was taken on 11th postoperative day, which revealed both common carotid arteries patent. Her preoperative Subjective symtoms disappeared remarkably, such as her visual acuity improved much, fainting and vertigo disappeared completely and she can go to bath room without difficulty and help. Another patient was 34 year old house wife who was admitted on August, 1964 with chief complaints of frequent fainting and progresive visual loss. She was operated only thromboendarterectomy of both common carotid arteries. Postoperative course was smooth and subjective symptoms were disappeared.

• The Korean Journal of Food And Nutrition
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• v.30 no.5
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• pp.943-959
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• 2017

This study was conducted to survey the perception and preferences of customers that have dined at Korean restaurants in China and investigate the importance and performance level of quality attributes, customer satisfaction, revisit intention and recommendation intention. The survey was conducted January 31~March 1, 2016 in China. The 293 questionnaires (97.7%) were analyzed using SPSS(Ver. 23.0) and AMOS(Ver. 21.0). Results of this study are as follow: Customers that dined at a Korean restaurant in China were composed of 157 women and 136 men. Regarding the reason for preferring Korean cuisine, taste, hygiene and nutritional value of Korean food were the most significant quality factors. Regarding complaints about Korean food, Chinese people placed much emphasis on freshness of ingredients when dining out, based on the majority of complaints about ingredients that were not fresh. The main reason for leftover food were personal eating habits and that of customers revisiting food taste and nutrition. Path model among customer satisfaction, revisit intention and recommendation intention revealed the factor of menus and attributes of menu items regarding customer's age that had an impact on customers' satisfaction, and association with customers' satisfaction, revisit intention and recommendation intention as well.