Journal of Industrial Convergence (산업융합연구)

DAEHAN Society of Industrial Management (대한산업경영학회)
권호 표지
DOI QR코드

DOI QR Code

User Review Selection Method using Kano Model in Application Market

어플리케이션 마켓에서 카노 모델을 이용한 사용자 리뷰 선별 방법

  • Kim, Neunghoe (Institute of Computer & Information and Communication, Korea University)
  • 김능회 (고려대학교 컴퓨터.정보통신연구소)
  • Received : 2020.04.11
  • Accepted : 2020.04.20
  • Published : 2020.04.30
Download PDF
⟨ Previous Next ⟩

Abstract

Among the customer-oriented data used to comprehend the customer, the user review data has received much attention as it provides insights into customer opinion in a detailed and large-scale manner; many customers have come to rely upon and trust the user reviews. Many application developers are cognizant of the importance of user reviews, so they monitor and respond to these reviews. However, due to the absence of a systematic method, developers have been investing their time and money without clear correlation to the customer satisfaction. Therefore, this paper suggests a systematic method to select user reviews from the application market using the Kano Model that deals with customer satisfaction and service quality, thereby maximizing the customer satisfaction under the given time period and budget. This method is constructed in the following phases: the user review collection and requirement elicitation phase in which the developers collect user reviews from the application market and elicit requirements, the Kano Model application and selection phase in which the Kano Model is applied to the elicited requirements and selection occurs based on the quality type, and the stakeholder review and redefinition phase in which relevant personnel gather to review and redefine requirements from an internal perspective.

소비자를 파악하기 위해 활용되고 있는 사용자 중심 데이터 중 사용자 리뷰 데이터는 다량으로 상세하게 소비자의 의견을 파악할 수 있다는 장점으로 인해 주목받고 있으며 많은 소비자들이 사용자 리뷰에 의존하고 신뢰하고 있다. 많은 어플리케이션 개발사들은 중요성을 인지하고 사용자 리뷰를 관찰 및 대응하고 있지만 체계적인 방법의 부재로 고객의 만족과 관계없이 시간과 비용을 투자하고 있다. 따라서, 본 논문에서는 주어진 시간과 비용에서 고객의 만족을 최대화 시킬 수 있도록 고객 만족과 서비스 품질을 다루는 카노 모델을 이용하여 어플리케이션 마켓에서 사용자 리뷰들을 선별하는 체계적인 방법을 제안하였다. 본 방법은 어플리케이션 마켓에서 사용자 리뷰들을 수집하고 요구사항을 도출하는 사용자 리뷰 수집 및 요구사항 도출 단계, 도출된 요구사항에 카노 모델을 적용하고 품질 유형으로 선별하는 카노 모델 적용 및 선별 단계, 그리고 관련자들이 모여 내부적인 측면에서 요구사항 검토 및 재정의하는 이해관계자들과 검토 및 재정의 단계로 구성되었다.

Keywords

References

  1. Y. Y. Hwang & K. Y. Lee. (2013). The Impact of Personal Characteristics and Online Reviews Attributes in Continuance of the Mobile Application Market. Korean Journal of Business Administration, 26(8), 2021-2041.
  2. S. S. Kim, K. S. Han, B. S. Kim, S. K. Park & S. K. Ahn. (2011). An Empirical Study on Users Intention to Use Mobile Applications. The Journal of Korean Institute of Information Technology, 9(8), 213-228.
  3. B. G. Lee & C. H. Son. (2020). Improving Evaluation Metric of Mobile Application Service with User Review Data. The Journal of the Korea Academia-Industrial Cooperation Society, 21(1), 380-386. DOI : 10.5762/KAIS.2020.21.1.380
  4. K. N. Kim, D. S. Choi, K. M. Lee & M. J. Lee. (2012). Analysis on Interesting Element of Mobile Application Using User Reviews. The Journal of Digital Contents Society, 13(3), 431-438. DOI : 10.9728/dcs.2012.13.3.431
  5. W. T. Wang & W. Y. Chen. (2016). Assessing the Effects of Mobile Service Quality on Customer Satisfaction and the Continued Usage Intention of Mobile Service: A Study of Non-gaming Mobile Apps. In Cross-Cultural Design, 2016 Internatioal Conference, 459-467. DOI : 10.1007/978-3-319-40093-8_46
  6. H. J. Hur, H. K. Lee & H. J. Choo. (2017). Understanding Usage Intention in Innovative Mobile App Service: Comparison Between Millennial and Mature Consumers. Computers in Human Behavior, 73, 353-361. DOI : 10.1016/j.chb.2017.03.051
  7. E. Stiakakis & C. K. Georgiadis. (2011). A Model to Identify the Dimensions of Mobile Service Quality. In Mobile Business 10th International Conference, 195-204. DOI : 10.1109/ICMB.2011.43
  8. Y. Lu, L. Zhang & B. Wangb. (2009). A Multidimensional and Hierarchical Model of Mobile Service Quality. Electronic Commerce Research and Applications, 8, 228-240. DOI : 10.1016/j.elerap.2009.04.002
  9. J. Y. Kim, E. K. Suh & K. S. Suh. (2008). Effects of Perceived Similarity between Consumers and Product Reviewers on Consumer Behaviors. Asia Pacific Journal of Information Systems, 18(3), 67-90.
  10. X. Zeng, X. Peng & C. Lu. (2017). Survey on the Quality Assessment Factors of Educational APP. In Educational Technology, 2017 International Symposium, 196-200. DOI : 10.1109/ISET.2017.52
  11. G. Ganu, N. Elhadad & A. Marian. (2009). Beyond the Stars: Improving Rating Predictions using Review Text Content. In WebDB, 2009 12th International Workshop, 1-6.
  12. M. H. Na, Y. J. Park, S. Y. Wi, B. M. Shin & M. E. Kim. (2011). A Study on Quality of Smart Card Using Kanos Two-dimensional Method. The Journal of Applied Reliability, 11(2), 177-186.
  13. N. Kano, N. Seraku, F. Takahashi & S. Tsjui. (1984). Attractive Quality and Must-be Quality. Hinshitsu. The Journal of the Japanese Society for Quality Control, 14(2), 39-48.
  14. S. J. Kim. (2016). On Fuzzy Methods to Classify Quality Attributes in Kano Model. The Journal of Korean Institute of Intelligent Systems, 26(6), 439-444. DOI : 10.5391/JKIIS.2016.26.6.439
  15. S. J. Kim, S. J. Hong. (2018). A Study on the Analysis of Fruit Packaging Quality Using a Fuzzy Kano Model. The Journal of Korean Institute of Intelligent Systems, 28(1), 77-82. DOI : 10.5391/JKIIS.2018.28.1.77