• 유통과학연구
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• 제18권10호
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• pp.65-75
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• 2020

Purpose: This study aims to examine how to review contents of experiential and utilitarian products (e.g., skincare products) and how to affect review helpfulness by applying natural language processing techniques. Research design, data, and methodology: This study uses 69,633 online reviews generated for the products registered at Amazon.com by 13 Korean cosmetic firms. The authors identify key topics that emerge about consumers' use of skincare products such as skin type and skin trouble, by applying bigram analysis. The review content variables are included in the review helpfulness model, including other important determinants. Results: The estimation results support the positive effect of review extremity and content on the helpfulness. In particular, the reviewer's skin type information was recognized as highly useful when presented together as a basis for high-rated reviews. Moreover, the content related to skin issues positively affects review helpfulness. Conclusions: The positive relationship between extreme reviews and helpfulness of reviews challenges the findings from prior literature. This result implies that an in-depth study of the effect of product types on review helpfulness is needed. Furthermore, a positive effect of review content on helpfulness suggests that applying big data analytics can provide meaningful customer insights in the online retail industry.

• 한국인터넷방송통신학회논문지
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• 제24권4호
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• pp.189-194
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• 2024

고객의 니즈를 파악하고 그에 맞게 제품과 서비스를 개선하는 것은 현대 비즈니스에서 생존과 성장을 위한 필수 과제이다. 이는 고객 만족도의 증대와 제품의 경쟁력 확보에 직결되는 문제이기에 이를 성공적으로 이행하는 것이 중요하다. 그러나 사용자 리뷰는 비정형 데이터의 특성을 갖고 있기에 리뷰 분석에 다양한 단계의 처리가 요구되며, 리뷰를 분석하고 알맞은 솔루션을 적용하기 위해서는 전문적인 지식과 기술이 필요하다는 등의 문제로 인해 소상공인들은 고객의 니즈를 빠르게 수용하고 반영하는 것이 어려운 상황에 처해있다. 따라서 본 논문은 ChatGPT를 활용하여 사용자 리뷰에서 중요 단어 및 새로운 단어를 파악하고 새로운 고객의 니즈를 도출하는 방법을 제안한다.

• International Journal of Computer Science & Network Security
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• 제21권8호
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• pp.238-246
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• 2021

The rapid rise of the Internet and social media has resulted in a large number of text-based reviews being placed on sites such as social media. In the age of social media, utilizing machine learning technologies to analyze the emotional context of comments aids in the understanding of QoS for any product or service. The classification and analysis of user reviews aids in the improvement of QoS. (Quality of Services). Machine Learning algorithms have evolved into a powerful tool for analyzing user sentiment. Unlike traditional categorization models, which are based on a set of rules. In sentiment categorization, Bidirectional Long Short-Term Memory (BiLSTM) has shown significant results, and Convolution Neural Network (CNN) has shown promising results. Using convolutions and pooling layers, CNN can successfully extract local information. BiLSTM uses dual LSTM orientations to increase the amount of background knowledge available to deep learning models. The suggested hybrid model combines the benefits of these two deep learning-based algorithms. The data source for analysis and classification was user reviews of Indian Railway Services on Twitter. The suggested hybrid model uses the Keras Embedding technique as an input source. The suggested model takes in data and generates lower-dimensional characteristics that result in a categorization result. The suggested hybrid model's performance was compared using Keras and Word2Vec, and the proposed model showed a significant improvement in response with an accuracy of 95.19 percent.

• International Journal of Advanced Culture Technology
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• 제9권2호
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• pp.86-90
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• 2021

Sentiment refers to a person's thoughts, opinions, and feelings toward an object. Sentiment analysis is a process of collecting opinions on a specific target and classifying them according to their emotions, and applies to opinion mining that analyzes product reviews and reviews on the web. Companies and users can grasp the opinions of public opinion and come up with a way to do so. Recently, natural language processing models using the Transformer structure have appeared, and Google's BERT is a representative example. Afterwards, various models came out by remodeling the BERT. Among them, the Facebook AI team unveiled the XLM-R (XLM-RoBERTa), an upgraded XLM model. XLM-R solved the data limitation and the curse of multilinguality by training XLM with 2TB or more refined CC (CommonCrawl), not Wikipedia data. This model showed that the multilingual model has similar performance to the single language model when it is trained by adjusting the size of the model and the data required for training. Therefore, in this paper, we study the improvement of Korean sentiment analysis performed using a pre-trained XLM-R model that solved curse of multilinguality and improved performance.

• Journal of Korea Trade
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• 제25권2호
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• pp.22-45
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• 2021

Purpose - This study aims to identify new attributes by analyzing reviews conducted by global automaker customers and to examine the influence of these attributes on satisfaction ratings in the U.S. automobile sales market. The present study used J.D. Power for customer responses, which is the largest online review site in the USA. Design/methodology - Automobile customer reviews are valid data available to analyze the brand personality of the automaker. This study collected 2,998 survey responses from automobile companies in the U.S. automobile sales market. Keyword analysis, topic modeling, and the multiple regression analysis were used to analyze the data. Findings - Using topic modeling, the author analyzed 2,998 responses of the U.S. automobile brands. As a result, Topic 1 (Competence), Topic 5 (Sincerity), and Topic 6 (Prestige) attributes had positive effects, and Topic 2 (Sophistication) had a negative effect on overall customer responses. Topic 4 (Conspicuousness) did not have any statistical effect on this research. Topic 1, Topic 5, and Topic 6 factors also show the importance of buying factors. This present study has contributed to identifying a new attribute, personality. These findings will help global automakers better understand the impacts of Topic 1, Topic 5, and Topic 6 on purchasing a car. Originality/value - Contrary to a traditional approach to brand analysis using questionnaire survey methods, this study analyzed customer reviews using text mining. This study is timely research since a big data analysis is employed in order to identify direct responses to customers in the future.

• Journal of Information Technology Applications and Management
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• 제30권4호
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• pp.77-86
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• 2023

This study conducted sentiment analysis on Hong Kong cinema from two distinct eras, pre-2000 and post-2000, examining audience preferences by comparing keywords from movie reviews. Before 2000, positive keywords like 'actors,' 'performance,' and 'atmosphere' revealed the importance of actors' popularity and their performances, while negative keywords such as 'forced' and 'violence' pointed out narrative issues. In contrast, post-2000 cinema emphasized keywords like 'scale,' 'drama,' and 'Yang Yang,' highlighting production scale and engaging narratives as key factors. Negative keywords included 'story,' 'cheesy,' 'acting,' and 'budget,' indicating challenges in storytelling and content quality. Word2Vec analysis further highlighted differences in acting quality and emotional engagement. Pre-2000 cinema focused on 'elegance' and 'excellence' in acting, while post-2000 cinema leaned towards 'tediousness' and 'awkwardness.' In summary, this research underscores the importance of actors, storytelling, and audience empathy in Hong Kong cinema's success. The industry has evolved, with a shift from actors to production quality. These findings have implications for the broader Chinese film industry, emphasizing the need for engaging narratives and quality acting to thrive in evolving cinematic landscapes.

• 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.

• 한국콘텐츠학회논문지
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• 제12권4호
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• pp.76-85
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• 2012

오피니언마이닝 기법은 대량의 고개리뷰들에 나타나는 핵심개체 또는 속성들에 대하여 고객들이 느끼는 긍정 또는 부정의 정도를 계산할 수 있지만, 그 분석능력이 단순하다는 한계가 있다. 본 논문에서는 온라인 고객리뷰들에 대하여 다차원적으로 분석할 수 있는 기법을 제안하였다. 기존의 OLAP기법을 텍스트 데이터형에 적용할 수 있도록 수정하였다. 다차원 분석모델은 명사축과 형용사축, 문서축으로 구성되는 3차원 공간 개념을 4개의 관계형 테이블로 실체화 한 것이다. 다차원 분석모델은 기존의 오피니언마이닝, 정보요약, 클러스터링 알고리즘들을 융합할 수 있는 새로운 틀이라는 점에서 그 가치가 있다. 본 논문에서 제안한 다차원 분석모델과 알고리즘들을 실제로 구현하여 온라인 고객리뷰에 대한 복잡한 분석을 수행할 수 있음을 확인하였다.

• 한국IT서비스학회지
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• 제22권3호
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• pp.141-165
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• 2023

With the advent of the fourth industrial revolution, technologies such as the Internet of Things, artificial intelligence and cloud computing are developing rapidly, and smart homes enabled by these technologies are rapidly gaining popularity. To gain a competitive advantage in the global market, companies must understand the differences in consumer needs in different countries and cultures and develop corresponding business strategies. Therefore, this study conducts a comparative analysis of consumer reviews of smart homes in South Korea and China. This study collected online reviews of SmartThings, ThinQ, Msmarthom, and MiHome, the four most commonly used smart home apps in Korea and China. The collected review data is divided into satisfied reviews and dissatisfied reviews according to the ratings, and topics are extracted for each review dataset using LDA topic modeling. Next, the extracted topics are classified according to five evaluation factors of Perceived Usefulness, Reachability, Interoperability,Trustness, and Product Brand proposed by previous studies. Then, by comparing the importance of each evaluation factor in the two datasets of satisfaction and dissatisfaction, we find out the factors that affect consumer satisfaction and dissatisfaction, and compare the differences between users in Korea and China. We found Trustness and Reachability are very important factors. Finally, through language network analysis, the relationship between dissatisfied factors is analyzed from a more microscopic level, and improvement plans are proposed to the companies according to the analysis results.

• 한국문헌정보학회지
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• 제48권2호
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• pp.331-352
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• 2014

본 연구는 그림책 서평의 발전적 토대를 마련하고 서평의 생산자로 사서의 전문영역을 확장하는데 기여하고자 국내 정기간행물에 나타난 그림책 서평을 내용 분석하였다. 문헌연구와 델파이 기법을 통하여 바람직한 그림책 서평의 기준을 제시하고, 국내 서평매체에서 그림책 서평기준에 맞는 서평을 기술하였는지에 대한 내용을 분석하고 향후 그림책 서평의 발전방안을 제시하였다. 그림책 서평의 분석 결과 그림책 서평의 바람직한 기준에 맞는 우수한 서평이 더 생산되어야 하며, 기술적 서술보다 평가적 서술의 내용이 많아져야 한다. 또한 매체별로 서평자의 직업에 따른 서평의 내용이 달라지므로 서평자의 문학과 미술에 관한 전문지식이 필요하다. 서평의 분량이 길수록 서평기준에 맞는 우수한 서평이 생산되므로 일정분량이상의 서평이 필요하며, 서평 작성자로서 사서의 역할이 더욱 확대되어야 할 것이다.