• Asia pacific journal of information systems
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• v.31 no.4
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• pp.527-542
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• 2021

The government-driven open data policies are on the rise to protect consumers from misunderstandings and monitor the companies. However, in contract-based industries such as insurance, the contract-inherent characteristics make information asymmetry between consumers and companies. Our paper focuses on insurance contracts where the contingency has high uncertainty of occurrence, and the clauses may incur high costs of reading. Given those contracts, we hypothesized that the contract's clear statement decreases customer dissatisfaction and lowers the number of complaints. To empirically support the claim, we collected customers' complaint documents of insurance companies and insurance contracts from 2005 until 2017. Our econometric models showed that clearer statements and words significantly reduce the complaints after controlling for firm-specific heterogeneity and time-specific heterogeneity. We identify that insurance companies' complaint ratio significantly differ depending on the insurance contract, including specific clauses and words.

• Journal of Technologic Dentistry
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• v.17 no.1
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• pp.26-40
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• 1995

A survey has been performed for the dental technicians and office workers in small cities of Julla buk-do on theis problem of cough, phlegm, wheezing, nasal cattarrh & cold, and breathlessness by using SUN-81-AL survey form which is a guletionaire on respiratory symptons The results of the analysis are as follaus. 1. The complaint on cough was made by 15 dental technicians(21.4% and by 10 office workerr(16.7%). Dental technicians showed higher complaint on cough than office workers. The predietor variable for cough was the working hours for dental technicians and the period of smoking for the office sorkess. 2. The complaints on phelgm was made by 34 dental technicians(48.6%) and by 9 office workers(15.0%). The predictor variable on phelgm was the working hour for dental techniume and the period of smoking for the office workers. There was no statistically significant difference between two group on their complaint level. 3. The complaint on the breathlessnesr was made by 24 dental technicians(34.3%) and by 22 office workers(36.7%). The predictor variable on breathlessness was the period of smoking for dental technicians and the working hour for office workers. 4. The wmplaing on nasal catarrh & cold wax made by 29 dental technicians(41.4%) and 22 office workers(36.7%). The predictr variable on nasal catarrh & cold was the working hour for dental workerr, and the perird of smoking for the office workers. 5. The complaint on wheezing was made by 9 dental technicians(12.9%) and 8 office workers(13.3%). The primary predictor variable on wheezing was the working hour for both groups, and the secondary predictor variable was the period of smoking. 6. The complaint on the chest and lung dislase was made by 12 dental technicians(17.1%) and 4 office workers(6.7%) dental technicians showed bigher complaint. on chest and lung disease than the office workers. Bronchitis was the higher frequency illuess reported from both of the groups among chest and lung disease. 7. In conclusion, the predictor variable on respiratory illness was the working hour for dental techniciane, and the period of smoking for the office workers 8. 25 dental technicians(35.7%) and 9 office workers(15.0%) selected air pllution as the most urgent problem that working environment, has had. There was statistically significant difference between two groups(P<0.001)

• Journal of the Korean Society of Clothing and Textiles
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• v.22 no.4
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• pp.493-502
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• 1998

The purpose of this study was to compare consumers' evaluation, evaluation criteria and preference factors, complaint factors on domestic brand apparel with consumers' responses on foreign brand apparel. 498 subjects were gathered through convenience sampling method and, for data analysis, mean, t-test, ANOVA, Duncan test, Factor Analysis were conducted. The results are as follows; 1. Among the purchasing groups of domestic/foreign brand apparel, there were significant differences in apparel evaluation according to fabric, style, sewing, versatility, match, washability and color. 2. Among the purchasing groups of domestic/foreign brand apparel, there were significant differences in apparel evaluation criteria according to price, match, brand name, washability. 3. Purchasers of domestic brand apparel preferred soft and light fabric, fabric of good tactility, simple and sophisticated style whereas purchasers of foreign brand apparel preferred soft and light fabric, fabric of high quality, elegant and sophisticated style. On apparel color preference, there were significant differences among the purchasing groups of domestic/foreign brand apparel. 4. The differences in complaint factors of apparel among the purchasing groups of domestic/foreign brand apparel were due to factors such as high quality and variety of fabrics, colors, items, styles.

• Quality Improvement in Health Care
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• v.4 no.1
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• pp.64-80
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• 1997

Background : An important issue in health care today is in trying to center service around the hospitalized patient. There is a "Kindness Movement" developing now, where in the focus of Health Care is being changed from simply treating the basic physical needs of the patient with sophisticated technology, to keeping emotional well being healthy with more humane and attentive treatment. In our attempt to reach the goal of a completely satisfied patient, we undertook a study of the common complaints of patients, and the subsequent nature of the interventions. Method : The study was carried out in two stages, first the patients made known their complaints by filling out questionnaires, then we collected data on the attempts to alleviate the complaints. The questionnaire provided 19 different complaints, which were then analysed for such variables as content, source of complaint, persons treating the complaint, and length of time and method used to solve the complaint. Results : 1. The Chief complaints made by patients(99.1%) were of physical discomfort, such as pain, nausea, vomiting, indigestion, diarrhea and constipation. 2. The complaints were voiced primarily by either of the patient's family, or by the patients themselves(78.4). 3. The complaints were intervened by nurses alone(53.5%), physicians alone(25.5%), or by nurses and physicians together(19.25%). 4, The method by which the complaints were resolved included the utilization of prescriptions(55.7%), further explanation and education(25. 5%) and notification after treatment(13.2%). 5. Most complaints were voiced during the dayshift(42.6%, 7:00-15:00), followed by the evening shift(36.0% 15:00~22:00), and then the nightshift(21.3 %, 22:00-07:00). 6. The time required for successful resolution of the patient's problems varied from 10~88.9min, according to the nature of the complaint. Conclusion : Hopefully by knowing beforehand the nature of both complaint and intervention, we can anticipate problems and shorten reaction time, in order to provide for a more satisfied patient.

• Management & Information Systems Review
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• v.32 no.2
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• pp.107-135
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• 2013

Today, the consumer complaining behavior is recognized as a valuable source of marketing information in the company. Therefore, studies on the factors that lead to consumer complaints have been done. In the previous research on consumer complaining behavior, the factors influencing the complaining behavior was focused on the personal characteristics, but factors under company control was rarely identified. We try to identify factors under company's control that have a effect on the likelihood of success of complaining and complaining perceived costs. These factors are tendency to compensate emotionally, tendency to compensate materially, accessibility to complain, empowerment to manage complaint. Through empirical analysis, we proposed company's strategies to encourage consumer's complaint and gave theoretical and managerial implications.

• Journal of Intelligence and Information Systems
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• v.25 no.4
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• pp.35-52
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• 2019

As public services are provided in various forms, including e-government, the level of public demand for public service quality is increasing. Although continuous measurement and improvement of the quality of public services is needed to improve the quality of public services, traditional surveys are costly and time-consuming and have limitations. Therefore, there is a need for an analytical technique that can measure the quality of public services quickly and accurately at any time based on the data generated from public services. In this study, we analyzed the quality of public services based on data using process mining techniques for civil licensing services in N city. It is because the N city's building license complaint service can secure data necessary for analysis and can be spread to other institutions through public service quality management. This study conducted process mining on a total of 3678 building license complaint services in N city for two years from January 2014, and identified process maps and departments with high frequency and long processing time. According to the analysis results, there was a case where a department was crowded or relatively few at a certain point in time. In addition, there was a reasonable doubt that the increase in the number of complaints would increase the time required to complete the complaints. According to the analysis results, the time required to complete the complaint was varied from the same day to a year and 146 days. The cumulative frequency of the top four departments of the Sewage Treatment Division, the Waterworks Division, the Urban Design Division, and the Green Growth Division exceeded 50% and the cumulative frequency of the top nine departments exceeded 70%. Higher departments were limited and there was a great deal of unbalanced load among departments. Most complaint services have a variety of different patterns of processes. Research shows that the number of 'complementary' decisions has the greatest impact on the length of a complaint. This is interpreted as a lengthy period until the completion of the entire complaint is required because the 'complement' decision requires a physical period in which the complainant supplements and submits the documents again. In order to solve these problems, it is possible to drastically reduce the overall processing time of the complaints by preparing thoroughly before the filing of the complaints or in the preparation of the complaints, or the 'complementary' decision of other complaints. By clarifying and disclosing the cause and solution of one of the important data in the system, it helps the complainant to prepare in advance and convinces that the documents prepared by the public information will be passed. The transparency of complaints can be sufficiently predictable. Documents prepared by pre-disclosed information are likely to be processed without problems, which not only shortens the processing period but also improves work efficiency by eliminating the need for renegotiation or multiple tasks from the point of view of the processor. The results of this study can be used to find departments with high burdens of civil complaints at certain points of time and to flexibly manage the workforce allocation between departments. In addition, as a result of analyzing the pattern of the departments participating in the consultation by the characteristics of the complaints, it is possible to use it for automation or recommendation when requesting the consultation department. In addition, by using various data generated during the complaint process and using machine learning techniques, the pattern of the complaint process can be found. It can be used for automation / intelligence of civil complaint processing by making this algorithm and applying it to the system. This study is expected to be used to suggest future public service quality improvement through process mining analysis on civil service.

• Journal of KIBIM
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• v.13 no.3
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• pp.39-47
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• 2023

This study aims to introduce a model for enhancing community well-being through the utilization of public open data. To objectively assess abstract notions of residential satisfaction, text data from complaints is analyzed. By leveraging accessible public data, costs related to data collection are minimized. Initially, relevant text data containing civic complaints is collected and refined by removing extraneous information. This processed data is then combined with meaningful datasets and subjected to topic modeling, a text mining technique. The insights derived are visualized using Geographic Information System (GIS) and Application Programming Interface (API) data. The efficacy of this analytical model was demonstrated in the Godeok/Gangil area. The proposed methodology allows for comprehensive analysis across time, space, and categories. This flexible approach involves incorporating specific public open data as needed, all within the overarching framework.

• Journal of the Korean Society of Environmental Restoration Technology
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• v.26 no.6
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• pp.205-220
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• 2023

This study aimed to analyze the needs and interests of the public on endangered wildlife using complaint big data. We collected 1,203 complaints and their corresponding text data on endangered wildlife, pre-processed them, and constructed a document-term matrix for 1,739 text data. We performed LDA (Latent Dirichlet Allocation) topic modeling and network analysis. The results revealed that the complaints on endangered wildlife peaked in June-August, and the interest shifted from insects to various endangered wildlife in the living area, such as mammals, birds, and amphibians. In addition, the complaints on endangered wildlife could be categorized into 8 topics and 5 clusters, such as discovery report, habitat protection and response request, information inquiry, investigation and action request, and consultation request. The co-occurrence network analysis for each topic showed that the keywords reflecting the call center reporting procedure, such as photo, send, and take, had high centrality in common, and other keywords such as dung beetle, know, absence and think played an important role in the network. Through this analysis, we identified the main keywords and their relationships within each topic and derived the main issues for each topic. This study confirmed the increasing and diversifying public interest and complaints on endangered wildlife and highlighted the need for professional response. We also suggested developing and extending participatory conservation plans that align with the public's preferences and demands. This study demonstrated the feasibility of using complaint big data on endangered wildlife and its implications for policy decision-making and public promotion on endangered wildlife.

• Proceedings of the KSR Conference
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• 2011.05a
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• pp.1509-1518
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• 2011

Shield TBM tunneling method has been getting the spotlight for urban tunneling. It can be minimized the civil complaint during construction and possible safe tunneling. But the settlement has occurred inevitably due to characteristics of shield TBM equipment. For this reason, the civil complaint can occur in urban areas when tunnel with shallow depth passes through neighboring building or residential area. In this study, the occurrence factors of settlement according to shield TBM tunneling and the tendency of ground settlement by strata condition had analyzed. It is suggested that the practical settlement estimation method and minimizing method of ground settlement under simultaneous backfill grouting condition through measurement results and back analysis data using gap parameter.

• The Journal of Korean Medicine
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• v.17 no.2 s.32
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• pp.394-404
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• 1996

Epilepsy is a chronic cerebral. disease resulting from a variety of factors, which is a syndrome with chief complaint of recurrent seizure caused by abnormal electrical discharge of cerebral nerve cell, while the clinical result showed that epilepsia occurs more frequently in pediatrics. A Child having the chief complaint of recerrent vomiting for 2 months undergone the brain and abdominal C.T, MRI, and gastric endoscopy, when the child was normal. While vomiting gas too serious to administer a medicine, a cyclic vomiting repeated with its discontinuation for 2-3 days after continuation for 10 days. As a result, the child visited the ambulatorium of our hospital and then was hospitalized and treated over two times, when there was a remarkably improvement. There was no any particular complaint for 1 year and 2 months, then, the child complained moderate headache. For thjs reason, we performed again electroencephalography, when there appeared in epilepsia opinion. Since then, we have experienced a case of autonomic nervous seizure which was significantly improved by anticonvulsant, and a therapy by using the phlegm resolvents and central stimulants for treating epilepsy(豁痰醒腦治癎法) as an oriental medicine. Therefore, it is to report both treatment view of oriental medicine and analysis on Oriental and Western medical literatures.