• Smart Media Journal
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• v.12 no.6
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• pp.15-26
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• 2023

As face-to-face communication has become difficult due to the COVID-19 pandemic, studies have been conducted to understand the impact of non-face-to-face communication, but there is a lack of research that examines this through messenger application reviews. This study aims to identify the impact of the pandemic through Latent Dirichlet Allocation (LDA) topic modeling by collecting review data of 메신저 applications in the Google Play Store and suggest service strategies accordingly. The study categorized the data based on when the pandemic started and the ratings given by users. The analysis showed that messenger is mainly used by middle-aged and older people, and that family communication increased after the pandemic. Users expressed frustration with the application's updates and found it difficult to adapt to the changes. This calls for a development approach that adjusts the frequency of updates and actively listens to user feedback. Also, providing an intuitive and simple user interface (UI) is expected to improve user satisfaction.

• Journal of Service Research and Studies
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• v.13 no.4
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• pp.191-205
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• 2023

Artificial Intelligence (AI), especially in the domain of text-generative services, has witnessed a significant surge, with forecasts indicating the AI-as-a-Service (AIaaS) market reaching a valuation of $55.0 Billion by 2028. This research set out to explore the quality dimensions characterizing synthetic text media software, with a focus on four key players in the industry: ChatGPT, Writesonic, Jasper, and Anyword. Drawing from a comprehensive dataset of over 4,000 reviews sourced from a software evaluation platform, the study employed the Latent Dirichlet Allocation (LDA) topic modeling technique using the Gensim library. This process resulted the data into 11 distinct topics. Subsequent analysis involved comparing these topics against established AI service quality dimensions, specifically AICSQ and AISAQUAL. Notably, the reviews predominantly emphasized dimensions like availability and efficiency, while others, such as anthropomorphism, which have been underscored in prior literature, were absent. This observation is attributed to the inherent nature of the reviews of AI services examined, which lean more towards semantic understanding rather than direct user interaction. The study acknowledges inherent limitations, mainly potential biases stemming from the singular review source and the specific nature of the reviewer demographic. Possible future research includes gauging the real-world implications of these quality dimensions on user satisfaction and to discuss deeper into how individual dimensions might impact overall ratings.

• Journal of Information Technology Applications and Management
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• v.31 no.3
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• pp.93-104
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• 2024

This study conducts an in-depth analysis of user reviews from three leading metaverse platforms - Minecraft, Roblox, and Zepeto - using advanced topic modeling techniques to uncover key factors for business success. By examining a substantial dataset of user feedback, we identified and categorized the main themes and concerns expressed by users. Our analysis revealed that common issues across all platforms include technical functionality problems, user engagement and interest, payment concerns, and connection difficulties. Specifically, Minecraft users highlighted the importance of adventure and creativity, Roblox users expressed significant concerns about security and fraud, and Zepeto users focused heavily on the fairness of the in-game economy. The findings suggest that for metaverse platforms to achieve sustained success, they must prioritize the resolution of technical issues, enhance features that foster user engagement, ensure reliable connectivity, and address platform-specific concerns such as security for Roblox and payment fairness for Zepeto. These insights provide valuable guidance for developers and business strategists, emphasizing the need for robust technical infrastructure, engaging and diverse content, seamless user access, and transparent and fair economic systems. By addressing these key areas, metaverse platforms can improve user satisfaction, build a loyal user base, and secure long-term success in an increasingly competitive market.

• Smart Media Journal
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• v.12 no.8
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• pp.9-17
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• 2023

The development of information and communication technology and the improvement of the development and dissemination of smart devices have caused changes in the form of tourism, and the concept of smart tourism has since emerged. In this regard, researches related to smart tourism has been conducted in various fields such as policy implementation and surveys, but there is a lack of research on application reviews. This study collects Trip Advisor application review data in the Google Play Store to identify usage of the application and user satisfaction through Latent Dirichlet Allocation (LDA) topic modeling. The analysis results in four topics, two of which are positive and the other two are negative. We found that users were satisfied with the application's recommendation system, but were dissatisfied when the filters they set during search were not applied or that reviews were not published after updates of the application. We suggest more categories can be added to the application to provide users with different experiences. In addition, it is expected that user satisfaction can be improved by identifying problems within the application, including the filter function, and checking the application environment and resolving the error occurring during the application usage.

• Journal of Information Technology Applications and Management
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• v.30 no.2
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• pp.19-30
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• 2023

This study aims to analyze service improvement and success factors of electric scooter sharing service companies by using text mining after collecting reviews of shared electric scooter service applications among various models of sharing economy. In this study, the factors of satisfaction and dissatisfaction of service users were identified using the term frequency inverse document frequency (TF-IDF) technique, and topics for each keyword were extracted using the Latent Dirichlet Allocation (LDA) Topic Modeling technique. According to the analysis results, the main topics were entertainment, safety, service area, application complaints, use complaints, convenience, and mobility. Using the analysis results of this study, employees and researchers of electric scooter sharing service companies will be able to contribute to the improvement and success of related services.

• Journal of Korea Society of Industrial Information Systems
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• v.27 no.6
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• pp.115-126
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• 2022

The purpose of this study is to try to IPA(Importance-Performance Analysis) by applying text mining approaches to user review data for korea mobile banking applications, and to derive priorities for improvement. User review data on mobile banking applications of korea commercial banks (Kookmin Bank, Shinhan Bank, Woori Bank, Hana Bank), local banks (Gyeongnam Bank, Busan Bank), and Internet banks (Kakao Bank, K-Bank, Toss) that gained from Google playstore were used. And LDA topic modeling, frequency analysis, and sentiment analysis were used to derive key attributes and measure the importance and satisfaction of each attribute. Result, although 'Authorizing service', 'Improvement of Function', 'Login', 'Speed/Connectivity', 'System/Update' and 'Banking Service' are relatively important attributes when users use mobile banking applications, their satisfaction is not at the average level, indicating that improvement is urgent.

• Information Systems Review
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• v.22 no.2
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• pp.77-99
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• 2020

Smart speaker is a device that provides an interactive voice-based service that can search and use various information and contents such as music, calendar, weather, and merchandise using artificial intelligence. Since AI technology provides more sophisticated and optimized services to users by accumulating data, early smart speaker manufacturers tried to build a platform through aggressive marketing. However, the frequency of using smart speakers is less than once a month, accounting for more than one third of the total, and user satisfaction is only 49%. Accordingly, the necessity of strengthening the user experience of smart speakers has emerged in order to acquire a large number of users and to enable continuous use. Therefore, this study analyzes the user experience of the smart speaker and proposes a method for enhancing the user experience of the smart speaker. Based on the analysis results in two stages, we propose ways to enhance the user experience of smart speakers by model. The existing research on the user experience of the smart speaker was mainly conducted by survey and interview-based research, whereas this study collected the actual review data written by the user. Also, this study interpreted the analysis result based on the smart speaker user experience dimension. There is an academic significance in interpreting the text mining results by developing the smart speaker user experience dimension. Based on the results of this study, we can suggest strategies for enhancing the user experience to smart speaker manufacturers.

• Smart Media Journal
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• v.13 no.6
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• pp.35-43
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• 2024

During the post-pandemic period, the interest in foreign language learning surged, leading to increased usage of language-learning apps. With the rising demand for these apps, analyzing app reviews becomes essential, as they provide valuable insights into user experiences and suggestions for improvement. This research focuses on extracting insights into users' opinions, sentiments, and overall satisfaction from reviews of HelloTalk, one of the most renowned language-learning apps. We employed topic modeling and emotion analysis approaches to analyze reviews collected from the Google Play Store. Several experiments were conducted to evaluate the performance of sentiment classification models with different settings. In addition, we identified dominant emotions and topics within the app reviews using feature importance analysis. The experimental results show that the Random Forest model with topics and emotions outperforms other approaches in accuracy, recall, and F1 score. The findings reveal that topics emphasizing language learning and community interactions, as well as the use of language learning tools and the learning experience, are prominent. Moreover, the emotions of 'admiration' and 'annoyance' emerge as significant factors across all models. This research highlights that incorporating emotion scores into the model and utilizing a broader range of emotion labels enhances model performance.

• Journal of Intelligence and Information Systems
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• v.29 no.3
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• pp.185-209
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• 2023

With the advent of the 4th industrial revolution, various technologies have received much attention. Technologies related to the 4th industry include the Internet of Things (IoT), big data, artificial intelligence, virtual reality (VR), 3D printers, and robotics, and these technologies are often converged. In particular, the robotics field is combined with technologies such as big data, artificial intelligence, VR, and digital twins. Accordingly, much research using robotics is being conducted, which is applied to distribution, airports, hotels, restaurants, and transportation fields. In the given situation, research on human-robot interaction is attracting attention, but it has not yet reached the level of user satisfaction. However, research on robots capable of perfect communication is steadily being conducted, and it is expected that it will be able to replace human emotional labor. Therefore, it is necessary to discuss whether the current human-robot interaction technology can be applied to business. To this end, this study first examines the trend of human-robot interaction technology. Second, we compare LDA (Latent Dirichlet Allocation) topic modeling and BERTopic topic modeling methods. As a result, we found that the concept of human-robot interaction and basic interaction was discussed in the studies from 1992 to 2002. From 2003 to 2012, many studies on social expression were conducted, and studies related to judgment such as face detection and recognition were conducted. In the studies from 2013 to 2022, service topics such as elderly nursing, education, and autism treatment appeared, and research on social expression continued. However, it seems that it has not yet reached the level that can be applied to business. As a result of comparing LDA (Latent Dirichlet Allocation) topic modeling and the BERTopic topic modeling method, it was confirmed that BERTopic is a superior method to LDA.

• Journal of Korean Library and Information Science Society
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• v.53 no.3
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• pp.455-477
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• 2022

This study aimed to compare and analyze librarian teacher evaluation index from evaluation of teachers' competency development with the the topics of information utilization education. To this end, LDA topic modeling was conducted by collecting papers related to information utilization education published in four major journals in the field of literature and information from 1995 to May 2022. As a result of topic modeling, it can be seen that information utilization education (T10) was the most actively discussed at 12.0% of the 20 topics, followed by library utilization classes (T2) 10.4% and user service (T3) 8.8%.On the other hand, 3.3% of reading discussion (T7), 2.9% of reading education (T19), 2.1% of manpower management (T13), and 2.1% of librarian teacher job satisfaction (T17) showed the lowest distributions 3.3%, 2.9%, 2.1%, and 2.1%, respectively. In addition, although librarian teacher's class model development (T1) and curriculum development (T20) are essential processes for collaborative classes and information utilization education, they were not reflected in the current teacher competency development evaluation index. Therefore, this study proposed that 'instructional model and curriculum development' indicator should be added on 'training and support classes' factors in the Librarian Teacher Evaluation Index in Teachers' Competency Development Evaluation for further evaluation.