• Title/Summary/Keyword: 불만요인

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Estimate Customer Churn Rate with the Review-Feedback Process: Empirical Study with Text Mining, Econometrics, and Quai-Experiment Methodologies (리뷰-피드백 프로세스를 통한 고객 이탈률 추정: 텍스트 마이닝, 계량경제학, 준실험설계 방법론을 활용한 실증적 연구)

  • Choi Kim;Jaemin Kim;Gahyung Jeong;Jaehong Park
    • Information Systems Review
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    • v.23 no.3
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    • pp.159-176
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    • 2021
  • Obviating user churn is a prominent strategy to capitalize on online games, eluding the initial investments required for the development of another. Extant literature has examined factors that may induce user churn, mainly from perspectives of motives to play and game as a virtual society. However, such works largely dismiss the service aspects of online games. Dissatisfaction of user needs constitutes a crucial aspect for user churn, especially with online services where users expect a continuous improvement in service quality via software updates. Hence, we examine the relationship between a game's quality management and its user base. With text mining and survival analysis, we identify complaint factors that act as key predictors of user churn. Additionally, we find that enjoyment-related factors are greater threats to user base than usability-related ones. Furthermore, subsequent quasi-experiment shows that improvements in the complaint factors (i.e., via game patches) curb churn and foster user retention. Our results shed light on the responsive role of developers in retaining the user base of online games. Moreover, we provide practical insights for game operators, i.e., to identify and prioritize more perilous complaint factors in planning successive game patches.

The Factor Structure of Customer Satisfaction in Libraries (도서관의 이용자 만족도 요인 구조 분석)

  • Lee, Jeong-Ho
    • Journal of the Korean BIBLIA Society for library and Information Science
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    • v.23 no.1
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    • pp.215-234
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    • 2012
  • The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

Contents Analysis on the Characteristic and Related Factors of Customers Dissatisfaction in a University Hospital (일개(一介) 대학병원(大學病院) 고객(顧客)의 불만족(不滿足) 특성(特性) 및 요인(要因)에 관한 연구(硏究))

  • Seo, Yeon-Sik;Lee, Moo-Sik;Hong, Ji-Young;Bae, Seok-Hwan;Yoo, In-Sook
    • Proceedings of the KAIS Fall Conference
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    • 2009.12a
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    • pp.322-325
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    • 2009
  • 병원의 의료 서비스에 대한 고객의 불만과 고충 내용을 분석하여 불만족을 파악함으로써 고객 불만족의 재발을 막고 이에 대한 해결방안을 제시하고 적용하는 고객만족 경영 전략을 수립하고자 분석한 결과 다음과 같다. 1. 조사대상자의 성별은 남자가 높은 분포를 보였고 계절별로는 환자측면과 보호자측면 모두 여름에 높았고 요일별로는 모든 측면에서 월요일에 불만족이 많았다. 이용형태별로는 환자측면은 외래가, 보호자측면은 입원이 높았고 발생부서별로는 환자측면과 보호자측면 모두 진료부에 대한 불만사항이 많았고 소리함을 통한 접수가 많았다. 2. 불만요일별 항목 특성 중 진료서비스 항목은 진료정 확성이 높은 분포를 보였고 보호자는 진료서비스에서, 환자는 절차서비스에서 높은 불만을 보였다. 3. 발생부서별로는 절차서비스는 진료지원에서 높은 점수가, 진료서비스는 진료부에서 높은 점수를 보였으며 친절서비스에서는 간호부가 높은 점수를 보였고 편의환경서비스에서는 행정부가 높은 점수를 보였으며 통계적으로 유의한 차이를 보였다.4. 불만요인별 상관관계의 결과는 진료서비스는 성별의 역 상관관계를 보였다. 친절서비스는 성별과 연령이 정상관 관계를 보였고, 진료서비스는 역상관 관계를 보였다. 절차서비스는 성별과 연령, 진료서비스, 친절서비스가 역상관 관계를 보였다. 편의환경서비스는 성별과 연령이 정상관 관계를 보였고, 진료서비스, 친절서비스, 절차서비스는 역상관 관계를 보였다. 현 의료서비스에 대한 고객의 불만 및 고충 내용이 병원 의료서비스의 질을 개선하는데 이바지할 수 있는 기초자료로써 그 의의가 있다.

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The Qualitative Study on the Triggering Factors of Private Security Guards' Stress (민간경호원의 스트레스 유발요인에 관한 질적연구)

  • Kim, Jin-Hwan
    • Korean Security Journal
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    • no.15
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    • pp.89-105
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    • 2008
  • The aim of this study is to examine the primary causes of security guard's stress by conducting a survey of 50 guards engaging in security companies in Seoul and Gyeonggido. The following results are attained by an inductive content analysis of conviction interview data through in-depth interview of qualitative study method. 1. Factors of stress related to personal problems. The stress by personal problems is resulted from two factors. One is the physical strength inferiority, which leads to negative thoughts, dismay, mental conflict and tension. The other is complex about not-specializing security, which causes discord with his/her supervisor or co-workers and a feeling of uneasiness. 2. Factors of stress related to human relationship. The stress due to human relations is constantly resulted from discord with his/her supervisor and inclined to be accumulated. The mental conflict is elated in feeling that the manager's instructions are not right. So this factor makes them want change of occupation. Also working conditions are different from those of their friends, which causes them not to spend a lot of time with their friends. 3. Factors of stress related to domestic life It appears that most security guards are under stress due to their spouses' discontent with a small number of wages. Also it is reported that male guards are under stress in case of unhappy conjugal relations. And security guard's life is restricted much more than that of workers in a general occupation because of standing ready for mobilization and 24-hour service. So some of male guards experienced an early symptoms of a morbid suspicion about their wife's chastity and are suffering from insomnia as an occupational disease.

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A Study on the Learning Curve and VOC Factors Affecting of Telecommunication Services (통신 상품별 VOC 영향 요인과 학습곡선에 관한 연구)

  • Jung, So-Ki;Cha, Kyoung Cheon
    • The Journal of Korean Institute of Communications and Information Sciences
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    • v.39B no.8
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    • pp.518-527
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    • 2014
  • This study is to estimate the learning curve based on the consequences of reduced voice of customer from each telecommunication service products. We used Exponential Decay Model, which is the most popular among the learning curve models. We attempted to add how VOC changes in accordance with seasonal factors, human resource input, application of software, and the investment. The results of the empirical analysis of each service product as follows: First, as learning curve, customer complaints decreased. Second, human resource input, Network fault make increase or decrease customer complaints(VOC). Third, even though increasing the customer's quality of experience, VOC would not decrease due to service paradox.

A Study on the Effects of Company's Actual Response to Customer Complaints on Justice, Trust and Satisfaction (불만고객에 대한 기업의 실제적 반응이 공정성과 신뢰·만족에 미치는 영향)

  • Ji, Hee-Jin
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.6
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    • pp.3829-3836
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    • 2015
  • The actual complaint handling response of the company serves as an important success factor for the company to reduce defection rate of customers who have complaints. In this regard, this study sought to divide the company's complaint handling response into substantial compensation, favorable employee behavior and organizational procedures, empirically verify the effects of the customer's justice perception on trust and satisfaction, and thus to present the importance of the company's actual response. To this end, the data obtained from a survey of 210 customers who filed complaints directly to the company was analyzed using SPSS and AMOS. The research results can be summarized as follows. The compensation for customers with complaints has a significant effect on justice, and the favorable employee behavior also has a significant effect on justice. In addition, the organization procedures about handling complaints have a significant effect on justice. Especially the justice as justice perception was found to affect the future behaviors of customers such as trust and satisfaction. Based on these findings, this study presented implications and suggested future research.

A Study on the Housing Environment in Farms for Practical Field Training of Young Farmers Focusing on the Farms for Practical Field Training of Korea National College of Agriculture and Fisheries (청년농업인의 현장실습장 주거환경에 관한 연구 -한국농수산대학 장기현장실습장을 중심으로-)

  • Joo, J.S.;Hwang, I.U.;Kim, J.S.;Kim, S.D.;Song, C.Y.
    • Journal of Practical Agriculture & Fisheries Research
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    • v.20 no.1
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    • pp.125-143
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    • 2018
  • The study consisted of a survey of the residential satisfaction level of the 3rd grade students and a survey of accessibility from farms for practical field training to public facilities. According to the geographical location of the farms on the map, the average distance to facilities related to convenience or safety and health that students complained was about 12km. And that to social and public facilities was about 4.4km. Students pointed out the convenience of using transportation, commercial and convenient facilities, and the safety of anti-crime security facilities as complaints during the practice session. Residential satisfaction levels in five realms, such as facility and structure, convenience, safety, comfort and sociality, were not all reached at the satisfaction level. In particular, the satisfaction level of female students was sub-normal in the safety and convenience realms. The average satisfaction levels reviewed by department were sub-normal for horse industry and floriculture departments. By residential patterns, satisfaction with sharing with the farmers was higher than with other patterns. And satisfaction level by housing structure was much lower in the assembly and container structures Since residential satisfaction level is determined by the inside and outside environment of the dwelling, college should provide students with accurate and vivid data using information communication technologies.