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http://dx.doi.org/10.5392/JKCA.2021.21.09.176

Key Determinants of Dissatisfaction on COVID-19 Contact Tracing and Exposure Notification Apps  

Leem, Byung-hak (부산외국어대학교 국제마케팅학과)
Hong, Han-Kook (동의대학교 정보경영학부)
Publication Information
The Journal of the Korea Contents Association / v.21, no.9, 2021 , pp. 176-183 More about this Journal
Abstract
Digital medical technology is very effective and at the same time faces the challenge of protecting privacy. However, for contact tracking and exposure notification apps in COVID-19 environment, there is always a trade-off between privacy measures and the effectiveness of the app's use. Today, many countries have developed and used contact tracking and exposure notification apps in various forms to prevent the spread of COVID-19, but the suspicion of digital surveillance (digital panopticon) is unavoidable. Therefore, this study aims to identify the factors of personal information infringement and dissatisfaction through text mining analysis by extracting user reviews of "Self-Quarantine Safety Protection" in Korea. As a result of the text mining analysis, we derived four groups, 'Address recognition error', 'Exit warning error', 'Access error', and 'App. program error'. Since 'Address recognition error' and 'Exit warning error' can give the app users a strong perception that they are keeping under surveillanc by the app, transparent management of personal information protection and consent procedures related to personal information collection are required. In addition, if the other two groups are not corrected immediately due to an error in an app function or a program bug, the complaints of users can be maximized and a protest against the monitor can be raised.
Keywords
Contact Tracing Apps; Exposure Notification Apps; COVID 19;
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