• Industry Promotion Research
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• v.9 no.4
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• pp.115-120
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• 2024

This study aims to analyze user reviews of Hyundai Motor Group's 'BlueLink' connected car service to identify key dissatisfaction factors and derive future UX planning directions. To achieve this, review data from the Google Play Store for BlueLink service over one year was collected and classified into satisfaction levels: high, medium, and low. Reviews categorized as medium and low were analyzed to extract key keywords, which were then subjected to social network analysis. Based on the results of the social network analysis, key dissatisfaction factors were classified into three groups with high simultaneous appearance frequencies: 'update-error related dissatisfaction,' 'vehicle-condition related dissatisfaction,' and 'Galaxy-Watch related dissatisfaction.' And I tried to identify key dissatisfaction factors through review data that showed related keywords together. The research results are expected to contribute to improving domestic connected car services by suggesting enhancement strategies, thereby fostering digital innovation in the automotive industry and enhancing user satisfaction.