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http://dx.doi.org/10.15207/JKCS.2017.8.10.249

A Study on the Development of Topic Map for Analysis of Customer Satisfaction in Tourism Industry  

Kang, Min Shik (Dept. of Industrial and Management Engineering, Namseoul University)
Publication Information
Journal of the Korea Convergence Society / v.8, no.10, 2017 , pp. 249-255 More about this Journal
Abstract
The domestic tourism industry mostly relies on quantitative surveys for customer satisfaction. However, customer participation of the questionnaires is extremely low and the improvement of the dissatisfactory factors is not being performed promptly. In this paper, we propose a new topic map system and prove its empirical effectiveness to improve the accuracy of customer feedback information and the efficiency of the analysis process. The topic map system is a system for analyzing large amounts of customer feedback data in real time. It uses text mining and ontology techniques by integrating data collected over a certain period from real-time SNS and quantitative data obtained from existing survey systems. The effect after improving the analyzed factors of dissatisfaction is also a new and innovative evaluation system for monitoring customer satisfaction in real time. The classification based on this integrated data is a classification system that is specific to the product or the customer. According to this classification, it is possible to measure the effect of the recognition and improvement of the complaint factor in real time on the topic map system. This provides a sophisticated prioritization of the improvement factors and enables customer satisfaction quality control as a PDCA feedback system. In addition, the survey period and costs are greatly shortened, and responses can be more precise to the existing survey method. As a practical application, this system is applied to the largest H travel agency in Korea to prove the accuracy and efficiency of the proposed system.
Keywords
Tourism Industry Customer Feedback; Ontology; VOC; Topic Map; Text Mining;
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Times Cited By KSCI : 10  (Citation Analysis)
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