• Journal of the Korea Institute of Military Science and Technology
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• v.27 no.6
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• pp.784-796
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• 2024

User complaints are occurring due to the inability to meet user needs, such as the performance and ease of use of military supplies. Over the past five years, an average of 1,115 user complaints have occurred, and the Defense Agency for Technology and Quality(DTaQ) is handling the complaints collected from the requesting military. This user complaint information is accumulated as unstructured data in the Quality Information Service(IQIS) and Excel, making systematic analysis difficult. Therefore, this study aims to identify the status of user complaints related to air weapon systems using network analysis. This research is significant as it quantitatively analyzes user complaint data through the analysis of unstructured data, and the results are expected to serve as reference material for future quality assurance activities and user complaint handling.

• Design & Manufacturing
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• v.16 no.2
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• pp.13-19
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• 2022

Recently, electric vehicles are gaining popularity among many domestic and foreign users due to their eco-friendly advantages of reducing fine dust and environmental greenhouse gases. As the demand and supply of electric vehicles increase, the demand for electric vehicle charging infrastructure is also growing together. Many users are experiencing inconvenience due to poor charging infrastructure, which makes them hesitant to buy electric vehicles. Research on the user experience of chargers in apartment complexes, a common residential type in Korea, is being conducted somewhat, but research on the design of electric vehicle charging devices in public places is insufficient. The purpose of this research is to identify user requirements and complaints based on the product design of the electric vehicle charger in public places and propose a new electric vehicle product design concept that meets the requirements. The research method understood the charging base and status of electric vehicles in public places through literature research and examined and analyzed the characteristics and problems of product design cases that improved the charging problem of electric vehicles recently released in the market. It is intended to identify and analyze the problems of the charging device product design through user interviews, a qualitative research method, and based on this, it is intended to propose a user-centered product design concept that improves major complaints.

• Journal of the Architectural Institute of Korea Structure & Construction
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• v.34 no.3
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• pp.95-102
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• 2018

In order to understand interaction between building users' occupant performance and building maintenance performance of maintenance management personnel, actual data from maintenance activities of buildings were analyzed. Also, using building defect customer complaint data reported by building user, satisfaction data on building maintenance services of building users and service response time of maintenance management personnel, a method for evaluating interaction of buildings with the same purpose and same size was proposed. Throughout analysis, average number of occurrences per unit area per year for the mechanical complaints in complex building were presented. In addition, using building users' satisfaction with facility management services, attitude of responding to business obstacles, number of occurrences per unit area per year of mechanical complaints and complaint processing speed, interaction was comprehensively identified and compared.

• Journal of the Ergonomics Society of Korea
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• v.20 no.3
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• pp.47-60
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• 2001

The purpose of this paper is propose an analytical method for evaluating user satisfaction of Internet website and identifying casual relationships between user satisfaction of Internet website and performance measures as like revisit intention and complaints using the structural equation model (SEM). This paper is intended to identify critical evaluation factors of user satisfaction for Internet website to determine criteria for evaluating the website. and use the criteria to develop a SEM model for quantitatively evaluation of each factors effects of user preference. The SEM model used 5 latent variables for the evaluation factors of website user satisfaction and 2 latent variables for performance evaluation. 2 portal sites were evaluated to construct the SEM model. and 74 subjects participated the website evaluation using the walk-through and face-to face survey method. Analysis results showed that the SEM model was statistically significant for all the 2 websites evaluated.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.9
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• pp.121-130
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• 2021

In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.

• Publications of The Korean Astronomical Society
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• v.38 no.3
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• pp.99-110
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• 2023

In this study, complaints from visitors in the science museum satisfaction survey were categorized into four primary factors and ten sub-factors. This categorization aimed to provide recommendations for enhancing the Geochang Wolseong Space Creative Science Museum as an illustrative case study. Futhermore, the study examimed the relative importance of each factor by surveying 90 science museum visitors. The following results are obtained. Firstly, it was evident that the Geochang Wolseong Space Creative Science Museum requires urgent improvement. Certainly, in the primary factors, issues related to the utilization environment emerged as the most significant sources of dissatisfaction, while in the sub-factors, the adequacy of fees was identified as the most prominent concern. Secondly, through the result of the IPA (Importance-Performance Analysis) of the complaint factors, four primary issues were identified as top priorities for consideration: fare adequacy, lack of convenient facilities, in sufficient publicity, and a lack of distinctiveness compared to similar facilities. Lastly, when analyzing the relationship between complaints and overall satisfaction, factors related to human service, environment, and educational content had negative effects. In contrast, factors associated with science museum operation exhibited a different trend, suggestinga structural impact relationship with the overall impact of complaints.

• Journal of Korean Library and Information Science Society
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• v.32 no.4
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• pp.25-43
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• 2001

This study analyzes in detail the specific complaints of the dissatisfied public library users in Taegu Metropolitan city, with regard to materials, facilities, information services and staffs of the libraries. It also analyses the relatedness of complaining behaviors, complaints and demographic factors including gender, age, occupation, income, and education.

• 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 Korean Academy of Nursing Administration
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• v.6 no.1
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• pp.83-96
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• 2000

With the increased use of computers in medical fields, we can consider introducing computer mediated communication into the area of patient care such as medical or health counseling and education. But little was known about what problems can be counseled, what is the main direction of counseling, and what difficulties are met during the computer mediated counseling. So I conducted this study. This is a fundamental study concerning the health counseling by the inter-net. In this study, medical counseling using a method of questioning -answering through a computer mediated communication system was carried out from June 1998 to May 1999. I analyzed the contents of questions and answers by the ICPC classification. The ICPC classification emerged as a standard for information categorization in Primary Health Care within a few years. One of the most prominent features of this classification is the inclusion of the complaints of the patients (symptoms & complaints) and the social problems (Chapter Z). Thus, and for the first time, the demand of patients may be assessed such as it is expressed in the reality. The ICPC list is now an international standard whose validity is not questioned any more. It is translated in more than twenty different languages. The data collected were analyzed by descriptive statistical method, c2 test by cross tabulations. Followings are the results of this study. 1. The 3,054 users composed of 64% of males and 36% of females. The highest number of users was showed in the age group of $25{\sim}29$ (39.4%). 2. During the one-year period, the average number of counseling per user was 2.5 cases and per day was 21.1 cases. 3. In classifying symptoms and complaints by 17 chapter, digestive(17.6%), general and unspecified (12.7%), skin(12.7%) and musculoskeletal system (9.6%) were most common questions. 4. The distribution of diagnosis by 17 chapter, general and unspecified (21.4%), digestive (15.3%), skin (11.9%) and mus- culoskeletal system (8.9%) were most common answers. 5. Many users wanted to know symptoms and complaints(3,609 cases), treatment principles (2,928 cases), prognosis and preventive methods for health problems which were previously diagnosed (284 cases).

• Journal of the Ergonomics Society of Korea
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• v.31 no.3
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• pp.469-474
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• 2012

The aim of this study is to develop an ergonomic design of magic saw handle considering user experiences. Background: Frequent use of hand tool can cause musculoskeletal disorders by inadequate wrist posture, excessive strength, repetitiveness, friction and pressure, vibration, etc. A hand tool that is inappropriately designed has higher risk causing musculoskeletal disorders. Complaints for the design of magic saw handle has been raised by many users according to the increasing use of magic saw. Method: Hand tool has to be designed considering worker's characteristics and task condition to prevent worker's musculoskeletal disorders. For this, user experiences for magic saw handle were measured through questionnaire survey and observation. Results: An ergonomic design of magic saw handle considering user experiences was proposed and then its design suitability was evaluated in comparison with the existing handle design using EMG and subjective evaluation. Conclusion: The proposed handle design showed higher satisfaction and lower muscular fatigue. Application: The results of this study can be effectively used to develop a new magic saw.