• 산학경영연구
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• 제17권2호
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• pp.203-228
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• 2004

이 논문은 IT서비스의 품질평가 모델을 개발하는 것을 목적으로 한다. 접근방법은 이동통신 서비스(휴대폰)의 품질평가 요소들을 중심으로 조사연구를 하였다. 오늘날 이동통신 서비스 산업은 날로 발전하고 있고 소비자 역시 새로운 제품품질에 대한 욕구가 다양화되고 있어 다기능, 다매체서비스, 고속데이터 전달서비스 등 다양한 부가서비스의 새로운 경쟁시대에 직면하고 있다. 이 연구에서 얻어진 결과는 이동통신 서비스의 전반적인 품질 결정요인으로 (1) 통화품질, (2) 휴대폰단말기, (3) 지원서비스, (4) 부가서비스, (5) 지원시설 및 설비, (6) 비용이 유의한 영향을 미치고 있고, 이동통신 서비스의 본원적 기능인 통화품질에 추가하여 휴대폰 단말기와 부가서비스들이 중요한 영향을 미치는 것으로 나타났다. 한편 휴대폰 단말기와 부가서비스 요소는 이동통신 서비스의 전반적 품질결정에 직접적으로 영향을 미칠 뿐만 아니라, 고객만족에도 직접적으로 영향을 미치는 요소로 확인되었다. 이는 소비자들이 직접 휴대하고 이용하는 단말기와 부가서비스가 매우 중요하다는 사실을 다시 한 번 확인해주는 것으로 보인다.

• 대한디지털의료영상학회논문지
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• 제10권2호
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• pp.17-22
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• 2008

It is to improve customer satisfaction measurement and CT Scan process without delay of examination time when is using Scan positioning time(Planning time) that time is happened always between research reactor CT examination to increase fear and examination satisfaction by the customer's comprehension tribe which get the latest contrast enhancement CT examination. Needs and interests that customer wants to compose visual and auditory Contents to be played to Scan positioning time did questionnaire about curiosity later before CT examination to 600 people for October - November 2 months of 2006 to customer whole that get CT examination on source. Data getting through questionnaire investigated examination comprehension and satisfaction through questionnaire after experiment Scan Positioning to 500 coming to help customers to be source CT examination for 3 months February December - 2007 year in 2006 manufacturing Voice and Visual announce media for reference. To customer who interest degree appeared, and answers preparatory audit from preparatory audit about curiosity of CT examination customer to order of examination time required(43%), contrast media side effect(26%), examination region(20%), breath(10%), etc..(1.5%) audio-visual materials in questionnaire that attain after do reclamation among examination age, sex, reception type of irrelatively in 91% of target increase of hailing degree and examination satisfaction appear. Searched that customer hailing and satisfaction are increased greatly when use of audio-visual materials in satisfaction result that use CT Positioning delay time. In experiment process, It took lacking part by method that use hearing in case of do not use sight as is unavoidable in subject position or old age. Through this, audio-visual materials could analogize that it is more useful method that use sight and hearing at the same time.

• 한국빅데이터학회지
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• 제7권2호
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• pp.91-102
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• 2022

인공지능이 발전하면서 AI 챗봇 시스템의 활용이 활발히 이루어지고 있다. 그 예로 공공기관에서는 민원, 행정 분야에서 업무 보조, 전문지식 서비스 등으로 챗봇 활용 분야가 확대되고 있으며 민간기업은 대화형 고객 응대 서비스 등으로 챗봇을 활용하고 있다. 본 연구에서는 시나리오 기반의 AI 음성 챗봇 시스템을 제안하여 박물관의 운영 비용을 절감하고 관람객에게 양방향성 안내 서비스를 제공하고자 한다. 구현한 음성 챗봇 시스템은 실시간으로 특정 디렉터리를 감시하여 사용자의 음성을 감지하는 감시자 객체와 음성 파일이 생성되면 순차적으로 모델별 추론을 수행하여 AI의 응대 음성을 출력하는 이벤트 핸들러 객체로 구성되며, 스레드와 데크를 활용한 중복 방지 기능을 포함하여 단일 GPU 환경에서 추론 중에 GPU의 연산이 중복되지 않도록 한다.

• 디지털융복합연구
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• 제13권5호
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• pp.195-204
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• 2015

본 논문은 New Module장치를 융합한 탄산수 정수기에 대한 CTQ(Critical to Quality)를 도출, QFD기법을 활용하여 소비자의 요구사항을 반영한 핵심 품질요소를 도출하는데 목적이 있다. 시음 대상자, 일반소비자와 New Module장치를 개발한 개발자를 대상으로 설문조사와 FGI(Focus Group Interview)를 실시하여 VOC(Voice of Customer)를 도출, 개발자를 통해 EC를 도출하여 VOC와 EC(Engineering Characteristic)간의 상간관계를 도표화하여 HOQ(House of Quality)를 작성하였다. HOQ 차트를 통해 탄산수 정수기는 일정한 맛, 소음, 출수량, CO2 실린더 교체주기, 사용 편리성 등의 요소가 중요한 품질요인이라는 결과를 도출 하였다. 부품별 요인으로는 물의 맛과 관련된 Module 장치 (혼합조)와 이와 밀접한 레귤레이터, 부스터펌프, 솔레노이드가 가장 핵심부품으로 고려해야 한다는 결과를 도출 하였다.

• 한국IT서비스학회지
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• 제19권6호
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• pp.1-13
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• 2020

Recently, 80% of big data consists of unstructured text data. In particular, various types of documents are stored in the form of large-scale unstructured documents through social network services (SNS), blogs, news, etc., and the importance of unstructured data is highlighted. As the possibility of using unstructured data increases, various analysis techniques such as text mining have recently appeared. Therefore, in this study, topic modeling technique was applied to the Korea Highway Corporation's voice of customer (VOC) data that includes customer opinions and complaints. Currently, VOC data is divided into the business areas of Korea Expressway Corporation. However, the classified categories are often not accurate, and the ambiguous ones are classified as "other". Therefore, in order to use VOC data for efficient service improvement and the like, a more systematic and efficient classification method of VOC data is required. To this end, this study proposed two approaches, including method using only the latent dirichlet allocation (LDA), the most representative topic modeling technique, and a new method combining the LDA and the word embedding technique, Word2vec. As a result, it was confirmed that the categories of VOC data are relatively well classified when using the new method. Through these results, it is judged that it will be possible to derive the implications of the Korea Expressway Corporation and utilize it for service improvement.

• 한국정보시스템학회지:정보시스템연구
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• 제25권1호
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• pp.75-104
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• 2016

Purpose The business ecosystem perspective offers a new lens in which to view customers. Customers as the member of business ecosystems influence firms by participating in both the firm level activities and the business ecosystem level activities. For example, customers participate in the business ecosystems by forming interest groups, allowing their voice to be heard the within business ecosystems. Customers can also, turn public opinion around and foster the business ecosystems favorable to firms. On the other hand, as an extreme case of customer participation, customers can engage in community activities to boycott the purchase of products or services from certain firms or business ecosystems. Design/methodology/approach This study views content creation and feedback activities as customer participation in the firm level. On the other hand, word-of-mouth (WOM) and boycott activities are considered as customer participation in the business ecosystem level. This study presents a research model regarding the relationships among customer socialization, customer participation, and psychological ownership. The proposed model is validated through an empirical analysis on online platform business ecosystems. Findings When the two business ecosystems are compared, different results were drawn. In the Facebook ecosystem, boycott and psychological ownership did not have a significant relationship. However, in the Kakao ecosystem, the two had a significant positive relationship. The mediating effect of the business ecosystem type sheds a light on the mission, purpose, vision, and other values associated with the theory of the business on the customer-firm relationship. Further implications for theory and practice were discussed in this study.

• 지식경영연구
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• 제20권2호
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• pp.25-42
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• 2019

AI speakers which are wireless speakers with smart features have released from many manufacturers and adopted by many customers. Though smart features including voice recognition, controlling connected devices and providing information are embedded in many mobile phones, AI speakers are sitting in home and has a role of the central en-tertainment and information provider. Many surveys have investigated the important factors to adopt AI speakers and influ-encing factors on satisfaction. Though most surveys on AI speakers are cross sectional, we can track customer attitude toward AI speakers longitudinally by analyzing customer reviews on AI speakers. However, there is not much research on the change of customer attitude toward AI speaker. Therefore, in this study, we try to grasp how the attitude of AI speaker changes with time by applying text mining-based analysis. We collected the customer reviews on Amazon Echo which has the highest share of AI speakers in the global market from Amazon.com. Since Amazon Echo already have two generations, we can analyze the characteristics of reviews and compare the attitude ac-cording to the adoption time. We identified all sub topics of customer reviews and specified the topics for smart features. And we analyzed how the share of topics varied with time and analyzed diverse meta data for comparisons. The proportions of the topics for general satisfaction and satisfaction on music were increasing while the proportions of the topics for music quality, speakers and wireless speakers were decreasing over time. Though the proportions of topics for smart fea-tures were similar according to time, the share of the topics in positive reviews and importance metrics were reduced in the 2nd generation of Amazon Echo. Even though smart features were mentioned similarly in the reviews, the influential effect on satisfac-tion were reduced over time and especially in the 2nd generation of Amazon Echo.

• 한국엔터테인먼트산업학회논문지
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• 제15권4호
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• pp.15-29
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• 2021

인공지능 에이전트는 4차 산업혁명의 핵심 기술이고, 현재 많은 기업들이 AI 음성 인식 비서를 탑재 출시함으로써 산업 내 치열한 경쟁을 벌이고 있다. 애플, 마이크로소프트, 구글, 아마존, 삼성 등 고객 충성도를 확보하고 있으며 자사 하드웨어 제품을 내놓고 있는 기업의 경우, AI 비서 서비스를 자사 제품에 적용함으로써 고객 충성도를 높이고, 시장 점유율 역시 극대화뿐 아니라 향후 음성 인터페이스 플랫폼 시장 장악력을 확대하고 있다. 본 연구는 인공지능분야의 해외 및 국내 주요 기업들의 현황을 분석하고 보이스 UI 개발과 혁신 수용 관점에서 사용자 만족을 위한 기술 발전 방향에 초점을 맞추어 미래 전략 방향을 제언했다. B2B 기술적인 측면에서는 음성 인식률을 높이고 하드웨어향상, 자연언어 처리기술 및 빅데이터 및 인공지능 접목한 혁신 기술의 데이터가 쌓인 클라우드 컴퓨팅 활용뿐 아니라 및 Open A.I.언어 인공지능인 GPT-3의 활용 및 사용성, 유용성, 감성 측면에서 사용자 만족을 높일 필요가 있다. 본 연구는 산업계와 학계에 실무적, 이론적 함의를 준다.

• 품질경영학회지
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• 제42권1호
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• pp.43-61
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• 2014

Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.

• 유통과학연구
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• 제22권1호
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• pp.79-94
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• 2024

Purpose: The popularity of social media has altered how customers interact with businesses, and an increasing number of customers prefer to voice their complaints on social media. Bystanders can observe the customer complaint process on social media, but the impact of transparency on bystanders remains uncertain. Therefore, this study established and verified a model for defining the effect of transparency and service recovery types on bystanders. Research Design and Methodology: In this study, we used the internet survey platform "So Jump" to collect data. And we validated three studies with SPSS 26.0 and Smart PLS 4.0. Result: First, we showed that the transparency process (vs. result) is more likely to increase customer forgiveness and E-loyalty and reduce E-NWOM intention among bystanders. Second, customer forgiveness also plays a complementary mediating role between transparency and E-loyalty, as well as between transparency and E-NWOM intention. Finally, we found a modest interaction effect between transparency (process vs. result) and service recovery types (psychological vs. tangible vs. hybrid) on bystanders' customer forgiveness and E-loyalty. Conclusions: This study provides actionable recommendations for how service managers can effectively employ social media as a means for distributing feedback information to manage service recovery in the future.