• Smart Media Journal
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• v.10 no.4
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• pp.35-44
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• 2021

Recently, the new subway project called "Great Train Express" is in progress. During the tunnel excavation in the center of city, vibration and noise are generated, which make an uncomfortable effect on nearby residents. In order to prepare for this situation, the construction company generally establishes a noise and vibration management plan at the site from the construction planning stage through consultation with the residents of nearby areas and establishment of countermeasures for complaints raised. However, despite the establishment of a noise and vibration management plan, civil complaints have not been fundamentally resolved due to occurring noise and vibration during the construction in progress. In order to solve this problems, one of the best solution is to provide noise and vibration simulation technology with a high sense of reality and immersion for residents of nearby areas. Considering the ease and convenience of using the system, we intend to develop a UI(User Interface) necessary for the development of a simulation system that can directly experience the air blast and vibration based on virtual reality. The results of this study are expected to contribute to the development of virtual reality-based air blast and vibration simulations in the future.

• Smart Media Journal
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• v.12 no.11
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• pp.27-35
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• 2023

Fourth Industrial Revolution and COVID-19 pandemic have boosted the use of Government 24 app for public service complaints in the era of non-face-to-face interactions. there has been a growing influx of complaints and improvement demands from users of public apps. Furthermore, systematic management of public apps is deemed necessary. The aim of this study is to analyze the grievances of Government 24 app users, understand the current dissatisfaction among citizens, and propose potential improvements. Data were collected from the Google Play Store from May 2, 2013, to June 30, 2023, comprising a total of 6,344 records. Among these, 1,199 records with a rating of 1 and at least one 'thumbs-up' were used for topic modeling analysis. The analysis revealed seven topics: 'Issues with certificate issuance,' 'Website functionality and UI problems,' 'User ID-related issues,' 'Update problems,' 'Government employee app management issues,' 'Budget wastage concerns ((It's not worth even a single star) or (It's a waste of taxpayers' money)),' and 'Password-related problems.' Furthermore, the overall trend of these topics showed an increase until 2021, a slight decrease in 2022, but a resurgence in 2023, underscoring the urgency of updates and management. We hope that the results of this study will contribute to the development and management of public apps that satisfy citizens in the future.

• Korean Journal of Social Welfare
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• v.57 no.3
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• pp.363-387
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• 2005

The purpose of this study is to find out implications which can be useful for enhancement of user participation in Korean disability services from UK community care experience. In Korea, until recently dominant issue on social services always has been the shortage of service provision. But during the recent 20 years, we experienced great expansion in quantity, as though it may be not yet enough. And more recently, disabled people and organizations began to actively argue for appropriate service in quantity and quality. Now, Korean disability policy and practice are confronted to the difficult and embarrassing task how to meet the need of disabled people with limited resources, and how to response to the disabled people's voice arguing on independence and choice. This task would require somewhat deliberate reform which might be quite different from previous one. UK's experience of implementation and development of community care system would give meaningful implications to Korean disability service policy and practice related to user participation. The results of the review on user participation issues in the UK community care give several implications to Korean disability services. Above all, consumerist approach which is the key strategy adopted by UK community care change is not appropriate for Korean disability service because of largely different service environment. The second implication is about decentralization. To enable decentralization of social service leads to enhancement of user involvement avoiding a lowering of service quality, prerequisite conditions should be secured. A third is securing and making declaration on the disabled person's right to assessment and constructing public service system operated by case management process. Fourth, formalized complaints procedure should be established. Fifth, professional education which enables professionals to encourage participation of disabled people should be developed, and the role of disability movement leading disabled users to participate on their services also should be highlighted.

• Journal of Korean Society for Quality Management
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• v.40 no.3
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• pp.359-371
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• 2012

Purpose: Due to the explosive growth and widespread use of smartphones, new business opportunities are emerging. Despite the importance of creating customer value in using smartphone applications, past studies on have mainly focused on functions or factors and specifications that influence users to use the device. Methods: This study is intended to identify how customer dissatisfaction from the use of smartphone application services affects customer sentiment and behavior. The research model is tested via a survey of 290 smartphone application users. Results: The result of this empirical study indicates that customer dissatisfaction significantly affects the user's disappointment and regret in using a service, which are subordinate values of customer emotion. The user's anger is positively associated with 'Negative word of mouth' and 'Complaint', which are subordinate values of customer behavior, but not with an intention to switch to another service. 'Regret' and 'Disappointment' are positively associated with 'Negative word of mouth' and 'Switching intention', but not with 'Making direct complaints'. Finally, customer's negative sentiments are a significant intermediary in the relationship between customer dissatisfaction and behavioral response. Conclusion: Finally, the study offers a more systematic understanding on the phasal response process of customer dissatisfaction in relation to the provision of smartphone application services.

• The Journal of Society for e-Business Studies
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• v.23 no.4
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• pp.41-62
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• 2018

Despite the rapid growth of the mobile shopping market, major market participants are continuing to suffer operating losses due to severe competition. To solve this problem, the mobile shopping market requires research to improve customer satisfaction and customer loyalty rather than excessive competition. However, the existing studies have limits to reflect the direct needs of customers because they extract the factors on the basis of the Technology Acceptance Model and the literature study. In this study, to reflect the direct requirements of users of mobile shopping Apps, we derived concretely and various factors influencing customer satisfaction through a topic analysis using user reviews. And then we assessed the importance of derived factors to customer satisfaction and analyzed the effects of customer satisfaction on customer complaints and customer loyalty on a structural equation model based on the American customer satisfaction index. We expect that our framework linking a topic analysis and a structural equation model is to be applicable to studies on the customer satisfaction of other mobile services.

• Journal of Korea Trade
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• v.27 no.1
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• pp.192-210
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• 2023

Purpose - Vietnam has the fastest growing digital economy in Southeast Asia and is emerging as a critical overseas market for Korean banks in the post-COVID-19 era. Accordingly, many Korean banks entered the Vietnamese market to overcome the limitations of the saturated domestic financial market and create new revenue sources. This study examined the current status of digital finance in Vietnam and the cases of Korean banks that have succeeded in the Vietnamese market. Then, importance-performance analysis (IPA) was conducted on local customers, managers and staff members of Korean banks in Vietnam. Design/methodology - In this study, we analyzed the importance and satisfaction factors of mobile banking app usage in Vietnam through IPA. In particular, we identified the differences between the two groups by considering the viewpoint of customers who use mobile banking apps and that of managers and staff members who provide mobile banking services. Findings - The IPA results from the customer group and managers and staff members group were generally similar, but differences were observed in Ease of Use (Technology), Innovativeness (Organization), and Increase in Revenue (Economic). In the case of the customer group, Ease of Use (Technology) is located in the second quadrant, which shows low satisfaction compared to high importance. However, in the managers and staff members group, Ease of Use (Technology) is located in the first quadrant, which indicates high importance and high satisfaction. This difference in perception can cause complaints from local customers; thus, it is necessary to change the perception of the technological aspect for ease of use of mobile banking apps in consideration of the customer's position. In addition, it is necessary to allocate the resources invested in the Innovativeness (Organization) and Increase in Revenue (Economic) to Ease of Use (Technology). Originality/value - In this study, based on the HOTE framework, factors for using mobile banking apps were derived, and IPA was conducted targeting local customers (app user) and managers and staff members (app provider) of Korean banks in Vietnam. Through this, we presented the results of empirical analysis that can help Korean banks efficiently utilize limited resources and budgets.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.2
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• pp.39-48
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• 2013

The development of mobile communication technology is transforming the market of mobile communication devices, which is used to be merely for simple communication, into the one which offers features of personal digital assistant (PDA), fax communication and Internet access. Unlike a mobile phone which comes out as a complete package and whose functions cannot be changed, a smart phone can be upgraded by its user, adding or removing apps as he pleases. OS's of smart phones are iOS-based Apple, Google Android, Window Mobile, and others. Due to its convenience and powerful features, many people use smart phones its high price. On the other hand, consumer complaints are rising on poor A/S for occasional malfunction. This study analyzes how A/S cases can be classified into groups according to quality factors. We evaluate factors such as consumer impression and consumer satisfaction. By dual quality evaluation using KANO method, we would like to show the different A/S strategy for smart phones, compared with mobile phones.

• Proceedings of the Korean Society for Noise and Vibration Engineering Conference
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• 2005.05a
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• pp.209-212
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• 2005

Recently, since structures have become extremely airtight with the development of high-rise apartments, mixed use residential and commercial buildings and offices, large capacity range hoods have become commonly implemented. However, the high noise level caused by this range hood system made of thin plate is the cause of increased complaints among users. In this study, the level of noise emitted from this type of range hood was measured by height at the user's location in the kitchen. It was confirmed that a great deal of noise was emitted in the downward direction of the hood. In order to minimize the noise emitted from this type of range hood, a new type of fan was manufactured. This was done by changing only the material and shape of the fan, since it was determined to be the primary source of noise emission. Then a comparison and evaluation were carried out regarding the noise characteristics between the new type of fan and the existing type of fan. As a result, it was confirmed that the noise from the new fan was reduced by more than 2 dB compared to the existing fan without noise interference at the discharge end.

• Journal of Korean Library and Information Science Society
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• v.32 no.3
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• pp.59-89
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• 2001

After researching users'satisfaction on central library service of Daejin university, it shows that they are generally satisfied with facilities but not with the service that supports library use, and satisfied with a book and serial Publications but not with others including thesis. Also, it is shown that librarians in communication with users are insufficient, and their professionalism and capacity are acknowledged but their insincerity and perfunctory attitude are viewed negative to users. Therefore librarians need to actively promote their service to users. Besides, it will be beneficial for librarians to use bulletin board of homepage as a way to continuously reflect claims and complaints from users.

• Journal of Korean Library and Information Science Society
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• v.32 no.3
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• pp.1-29
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• 2001

This study is to investigate extensively the complaint responses of the public library users, as an example of the complaining behaviors of the clients in not-for-profit organization. It selects and analyzes empirically some of the antecedents of the complaining behaviors including attitude toward complaining, cost of the complaining, likelihood of success, of success, product, external attributions and loyalty, and complaint responses including exit, voice(redress seeking), negative word-of-mouth and third party complaints, of the public library users, based on the theoretical backgrounds. It also examines the free use as a new variable of antecedents for not-for-profit organizations. Final data through questionaries are obtained from 515 unsatisfied adult public library users in Taegu, 456 of them analysed with SPSS 10.0 for Windows.