• Title/Summary/Keyword: customer reviews

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Utilization of Database Information System in Daegu Fashion Brands (패션 업체의 DB 정보화 시스템 활용 실태 - 대구지역을 중심으로 -)

  • 권현주;구양숙
    • Journal of the Korean Home Economics Association
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    • v.41 no.5
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    • pp.109-118
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    • 2003
  • The purpose of this study was to analyze the utilization of Database Information System of Fashion Brands in Daegu area. The interviews, reviews of previous studies and the empirical investigations were processed for this study. The questionnaire was administered to 27 fashion brands in Daegu, Korea, from September to October in 2002. Data were analyzed by using frequency, mean and percentage utilizing SPSS statistical package. There were no brand differentiation in brand characteristics, items, target age and company size in Daegu Fashion brands. Awareness of Information Network and Usages of Internet marketing were in relatively low level. The rate of the brands possessing Web-site, POS system and Customer ID card were less than one third. More than a half of the brands had Customer Database system.

An Empirical Study on Performance of Six Sigma Tools in Korean Service Industry (한국 서비스산업의 6시그마 기법 시행과 그 성과에 관한 실증적 연구)

  • 장대성;양종곤;황인천
    • Journal of Korean Society for Quality Management
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    • v.32 no.1
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    • pp.1-20
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    • 2004
  • Six sigma has been the most influential management innovation program since 1996 in Korea. As a result of successful implementation of 6 sigma, there have been a number of dramatic quality improvement cases. However, no empirical study of 6 sigma implementation study has done especially in the service industry of Korea. This article reviews status of finance companies which implemented 6 sigma programs in Korea and then demonstrates the relationship between 6 sigma problem solving tools such as analysis of variance and graph techniques, etc and project success and operational performance. Customer survey tools, process analysis, and documentation tool are identified as influential tools on project success. Tools of measure steps, customer survey tools, and documentation tool are found as influential tools on operational performance.

Study on Current State of the Art of Serviscape in Healthcare Sector (의료분야의 서비스케이프 연구동향에 관한 연구)

  • Lee, Chang Won;Kim, Hee Soo
    • Korea Journal of Hospital Management
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    • no.spc
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    • pp.14-24
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    • 2016
  • This study is to present current research state of the art in serviscape and performance in healthcare system. Previous studies related to serviscape in healthcare sector are explored with limitations. This study conducts a content analysis with literature reviews in order to synthesize previous studies into three branch constitution dimension of the serviscape presenting the service environment. This study provides a current research state of the art and a future direction in serviscape in healthcare sector. Study results provide serviscape, customer response, satisfaction, and behavior intention in terms of healthcare settings. The patients and hospital customers as well as hospital employees should share the service experiences of the good quality in a proper service environment so that the patients and customer can satisfy and revisit the hospital.

A Case Study of eCRM on Marketing Developments of the Insurance Company in an e-Business Environment (e-비즈니스 환경에서 eCRM을 이용한 보험회사의 마케팅 전개 사례 연구)

  • Baek, Ju-Hyun;Kim, Tai-Young
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.33 no.1
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    • pp.98-107
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    • 2010
  • This paper reviews a case study of the use of eCRM weblog analysis for understanding of customer information and Customer-specific marketing Strategy by Korea's leading insurance company with the changing situation of the business environment due to the introduction of e-Business. This study examines how eCRM Solution is introduced and how range used in the insurance industry, and discuss the business performance and operational effectiveness of eCRM Solution.

Sentiment Analysis to Classify Scams in Crowdfunding

  • shafqat, Wafa;byun, Yung-cheol
    • Soft Computing and Machine Intelligence
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    • v.1 no.1
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    • pp.24-30
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    • 2021
  • The accelerated growth of the internet and the enormous amount of data availability has become the primary reason for machine learning applications for data analysis and, more specifically, pattern recognition and decision making. In this paper, we focused on the crowdfunding site Kickstarter and collected the comments in order to apply neural networks to classify the projects based on the sentiments of backers. The power of customer reviews and sentiment analysis has motivated us to apply this technique in crowdfunding to find timely indications and identify suspicious activities and mitigate the risk of money loss.

Comparative Study of Tokenizer Based on Learning for Sentiment Analysis (고객 감성 분석을 위한 학습 기반 토크나이저 비교 연구)

  • Kim, Wonjoon
    • Journal of Korean Society for Quality Management
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    • v.48 no.3
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    • pp.421-431
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    • 2020
  • Purpose: The purpose of this study is to compare and analyze the tokenizer in natural language processing for customer satisfaction in sentiment analysis. Methods: In this study, a supervised learning-based tokenizer Mecab-Ko and an unsupervised learning-based tokenizer SentencePiece were used for comparison. Three algorithms: Naïve Bayes, k-Nearest Neighbor, and Decision Tree were selected to compare the performance of each tokenizer. For performance comparison, three metrics: accuracy, precision, and recall were used in the study. Results: The results of this study are as follows; Through performance evaluation and verification, it was confirmed that SentencePiece shows better classification performance than Mecab-Ko. In order to confirm the robustness of the derived results, independent t-tests were conducted on the evaluation results for the two types of the tokenizer. As a result of the study, it was confirmed that the classification performance of the SentencePiece tokenizer was high in the k-Nearest Neighbor and Decision Tree algorithms. In addition, the Decision Tree showed slightly higher accuracy among the three classification algorithms. Conclusion: The SentencePiece tokenizer can be used to classify and interpret customer sentiment based on online reviews in Korean more accurately. In addition, it seems that it is possible to give a specific meaning to a short word or a jargon, which is often used by users when evaluating products but is not defined in advance.

The Contrasting Attitudes of Reviewer and Seller in Electronic Word-of-Mouth: A Communicative Action Theory Perspective

  • Lee, Jung;Lee, Jae-Nam;Tan, Bernard C.Y.
    • Asia pacific journal of information systems
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    • v.23 no.3
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    • pp.105-129
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    • 2013
  • This study draws important factors in electronic Word-of-Mouth (eWOM) and examines how these influence the building of customer loyalty. eWOM is viewed as social communication between customers and sellers, and thus the communicative action theory is applied. With the theory, we identify reviewer and seller as influential players on customers, and derive important factors such as correctness and veracity of reviews from the reviewers' action, and information compactness and adequacy from the seller's action. We propose these constructs as antecedents of customer loyalty and further hypothesize their curvilinear impacts as follows: the marginal impacts of veracity and correctness will decrease as veracity and correctness increase, and the marginal impacts of compactness and adequacy will increase as compactness and adequacy increase. The result indicates that only the seller's action has a curvilinear impact, whereas the reviewer has proportional positive impact on customer loyalty. This study indentifies important factors in eWOM from a critical social theory perspective and validates them using the positivistic approach. For practitioners, it discusses the important factors in eWOM with the identification of the individuals who are responsible for these factors.

Design and Implementation of Opinion Mining System based on Association Model (연관성 모델에 기반한 오피년마이닝 시스템의 설계 및 구현)

  • Kim, Keun-Hyung
    • Journal of the Korea Institute of Information and Communication Engineering
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    • v.15 no.1
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    • pp.133-140
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    • 2011
  • For both customers and companies, it is very important to analyze online customer reviews, which consist of small documents that include opinions or experiences about products or services, because the customers can get good informations and the companies can establish good marketing strategies. In this paper, we propose the association model for the opinion mining which can analyze customer opinions posted on web. The association model is to modify the association rules mining model in data mining in order to apply efficiently and effectively the association mining techniques to the opinion mining. We designed and implemented the opinion mining systems based on the modified association model and the grouping idea which would enable it to generate significant rules more.

The Impact of Food Delivery Apps on Urban Hotels after the Pandemic and its Implications

  • Eungoo KANG
    • The Journal of Industrial Distribution & Business
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    • v.15 no.4
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    • pp.11-18
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    • 2024
  • Purpose: The primary purpose of this research is to investigate the multidisciplinary effect of food delivery apps (FDAs) in urban hotels in the wake of the lockdown due to Covid-19 pandemic. Specifically, the study aims: To explore and scrutinize the primary shifts in customer behavior and preferences in modern urban hotels, and to explore and scrutinize the primary shifts in customer behavior and preferences in modern urban hotels. Research design, data and methodology: This study conducted a systematic literature review to gather evidence of the FDA's effect on customer behavior and the hospitality industry during the Covid-19 pandemic. Complying with the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) principles guarantees a structured and transparent method to search the literature and its analysis. Results: The result based on the systematic review has indicated that the booming business of food delivery at home companies and changing consumer tastes prove the FDA's growing circuit in the hotel industry, thus demonstrating their ability and power to adapt to changing trends. Conclusions: Therefore, this study concludes that using FDA's platform, future hospitality managers have to focus on agility in operations, innovation, and technology integration to keep up with changing consumer trends and market conditions.

Methodology for Identifying Key Factors in Sentiment Analysis by Customer Characteristics Using Attention Mechanism

  • Lee, Kwangho;Kim, Namgyu
    • Journal of the Korea Society of Computer and Information
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    • v.25 no.3
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    • pp.207-218
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    • 2020
  • Recently, due to the increase of online reviews and the development of analysis technology, the interest and demand for online review analysis continues to increase. However, previous studies have not considered the emotions contained in each vocabulary may differ from one reviewer to another. Therefore, this study first classifies the customer group according to the customer's grade, and presents the result of analyzing the difference by performing review analysis for each customer group. We found that the price factor had a significant influence on the evaluation of products for customers with high ratings. On the contrary, in the case of low-grade customers, the degree of correspondence between the contents introduced in the mall and the actual product significantly influenced the evaluation of the product. We expect that the proposed methodology can be effectively used to establish differentiated marketing strategies by identifying factors that affect product evaluation by customer group.