• Title/Summary/Keyword: Complaint Analysis

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A Study on an Automatic Classification Model for Facet-Based Multidimensional Analysis of Civil Complaints (패싯 기반 민원 다차원 분석을 위한 자동 분류 모델)

  • Na Rang Kim
    • Journal of Korea Society of Industrial Information Systems
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    • v.29 no.1
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    • pp.135-144
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    • 2024
  • In this study, we propose an automatic classification model for quantitative multidimensional analysis based on facet theory to understand public opinions and demands on major issues through big data analysis. Civil complaints, as a form of public feedback, are generated by various individuals on multiple topics repeatedly and continuously in real-time, which can be challenging for officials to read and analyze efficiently. Specifically, our research introduces a new classification framework that utilizes facet theory and political analysis models to analyze the characteristics of citizen complaints and apply them to the policy-making process. Furthermore, to reduce administrative tasks related to complaint analysis and processing and to facilitate citizen policy participation, we employ deep learning to automatically extract and classify attributes based on the facet analysis framework. The results of this study are expected to provide important insights into understanding and analyzing the characteristics of big data related to citizen complaints, which can pave the way for future research in various fields beyond the public sector, such as education, industry, and healthcare, for quantifying unstructured data and utilizing multidimensional analysis. In practical terms, improving the processing system for large-scale electronic complaints and automation through deep learning can enhance the efficiency and responsiveness of complaint handling, and this approach can also be applied to text data processing in other fields.

Research on the Relation between Musculoskeletal symptoms and Diagnosis using Moire Topography among Workers at an Automobile Manufacturing Plant (자동차회사 근로자를 대상으로 한 근골격계 자각증상과 moire 영상 진단과의 관계 연구)

  • Chun Eun-Joo;Lee Young-Gil;Jahng Doo-Sub;Lee Ki-Nam;Song Yung-Sun
    • Journal of Society of Preventive Korean Medicine
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    • v.5 no.2
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    • pp.69-92
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    • 2001
  • The purposes of this study were to offer foundation making more certain standards of musculoskeletal disorder diagnosis, We researched musculoskeletal symptoms degrees, frequencies, and cares and then examined relation between musculoskeletal symptoms and diagnosis of musculoskeletal conditions using moire topography among workers at an automobile manufacturing plant. Therefore we propose the possibility of moire topography as diagnosing utilities of musculoskeletal disorders. Methods: This study was to examine the general characteristics, complaints of musculoskeletal symptoms, and work-related musculoskeletal disorder rates of cervicobrachial and lumbar area by survey among 435 workers at an automobile manufacturing plant and then to show each frequency and percentage, In the diagnosis using moire topography, we studied pain control necessity of cervicobrachial and lumbar area, 435 subjects were classified by 5 levels: A(no symptoms), B(need management), C(need treatment) and then more divided by B1(light symptoms)/B2(heavy symptoms), C1(light symptoms)/C2(heavy symptoms), And musculoskeletal areas were divided by 2 parts, cervicobrachial area(neck, shoulder, arm&elbow, and wrist&hand) and lumbar area, Then, frequency and percentage of each musculoskeletal areas(cervicobrachial and lumbar area) were appeared. At last, Pearson's chi-square test analysis was utilized to observe the relation between diagnosis using moire topography and general characteristics and the relation between diagnosis using moire topography and work-related complaint of musculoskeletal symptoms of cervicobrachial and lumbar area, Results: The subjects employed for this research were categorized into; by gender, all of them were males(l00%): by age, under 35 years 12 %, 36-40 years 56.3%, 41-45 years 26.3 %, and above 46 years 5.3% with 36-40 years accounting for most of it. By living location, owned houses represented 69.7%, rented houses 23.4%, monthly-rented 1.6%, the others 5.3%; by education, middle school and lower represented 3.0%, high school 89.4%, and junior college and higher 7.6% with high school occupying most of the group. By marital status, married represented 95.2%, unmarried 4.1%, and the others 0.7% with most of them married; by alcohol, drinking represented 81.8% and non-drinking 18.2%; by smoking status, smoking represented 53.6%, non-smoking 46.4% with no big difference between them. By working time(hours/week), below 50 represented 26.9%, 50-60 67.6%, above 60 5.5%; by working time(hours/day), below 9 represented 21.6%, 10-12 73.1%, above 13 5.3%; by job tenure(years), below 10 represented 25.1%, 11-15 54.3%, 16-20 15.2%, above 21 5.5%. By personal income per year, below 30 million won represented 11.0%, 30-40 84.8%, above 40 4.1%; by sleeping hours, below 6 hours represented 26.7%, 7-8 hours 69.9%, above 9 hours 3.4%. Complaint rates of musculoskeletal symptoms and work-related musculoskeletal disorder rates were 63.9% and 54.9% with shoulder area occupying most of both them. By pain degree of musculoskeletal symptoms, shoulder area represented $2.73{\pm}0.84$, lumbar area $2.66{\pm}0.86$, wrist and hand area $2.59{\pm}0.86$, neck area $2.55{\pm}0.74$, and arm and elbow area $2.48{\pm}0.71$. By cares about musculoskeletal symptoms, taking medication or care represented 34.4%-46.7%, absence or leave 15.4%-28.7%, and job transfer 6.3%-11.5%. So experienced cases more than one thing among cares about musculoskeletal symptoms represented 39.6%-54%. In the diagnosis using moire topography, pain control necessity of cervicobrachial area was shown below; A(no symptoms) 20.7%, B1(need management/light symptoms) 64.6%, B2(need management/heavy symptoms) 11.5%, C1(need treatment/light symptoms) 3.0%, C2(need treatment/heavy symptoms) 0.2%. By lumbar area, A(no symptoms) 8.7%, B1(need management/light symptoms) 52.2%, B2(need management/heavy symptoms) 30.3%, C1(need treatment/light symptoms) 8.7%, C2(need treatment/heavy symptoms) was none. In the relation between pain control necessity and general characteristics, age(P=0.013), education(P=0.000), and job tenure(P=0.012) with pain control necessity showed differences with significance. The relation between pain control necessity and complaint of musculoskeletal symptoms of cervicobrachial and lumbar area showed no difference with significance; in cervicobrachial area represented P=0.708, lumbar area P=0.318 Conclusions: This study for musculoskeletal symptoms on workers at automobile manufacturing plant showed that complaint rates of musculoskeletal symptoms for cervicobrachial and lumbar area were so high, 63.9%. But Pearson's chi-square test analysis was utilized to study the relation between musculoskeletal symptoms and the diagnosis using moire topography, showed no differences with significance. They have no differences with significance, but the prevalence rates of diagnosis using moire topography for cervicobrachial and lumbar area were more higher than complaint rates of musculoskeletal symptoms; complaint rates of musculoskeletal symptoms were 52.4%, 34.5% and the diagnosis using moire topography were 79.3%, 91.3% for cervicobrachial and lumbar area. The results of this study indicate that the diagnosis using moire topography can find weak musculoskeletal disorders that an individual can not feel, not be judged work-related musculoskeletal disease. Therefore, this study has an important meaning that diagnosis using moire topography can predict and control own physical condition complete musculoskeletal disorders beforehand, since oriental medicine theory considers that prevention is important.

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The Factors Related to Musculoskeletal Symptoms of Family Care-Givers who Have a Patient with Brain Damage (뇌손상 가족 간병인의 근골격계 자각증상과 관련요인)

  • Jeon, Eun-Mi;Lee, Seong-A;Gu, Jung-Whan
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.18 no.1
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    • pp.336-344
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    • 2017
  • This study was conducted to identify factors related to the musculoskeletal symptoms of 340 family caregivers who have a patient with brain damage based on self-administered questionnaires. The questionnaires included general characteristics, characteristics of care activities and caregivers' musculoskeletal symptoms. Data were collected from many long-term care hospitals and rehabilitation centers during March 17 to March 21, 2014. The results indicated that complaint rates of work-related musculoskeletal systems of the body sites differed. Factor analysis revealed that neck complaints were related to education (under mid), while shoulder complaints were related to sex (female), age (50-59), education (mid) and duration of care (< 2 years). Arm/elbow complaints were related to age (40-49), education (high) and duration of care (12-24). Complaints regarding the hand/wrist/finger were related to age (50-59) and duration of care (12-24), while those associated with the legs/feet were related to age (50-59) and duration of care (< 6[ED highlight - years? Please specify.]). Back problems were related to education (under mid, mid stage, high) and gait. The complaint rate regarding musculoskeletal symptoms during daily life was not statistically significant. Logistic regression analysis of significant factors related to subjective musculoskeletal symptoms identified ambulation and gait as having the greatest influence and complaint factor among family caregivers. The complaint rate of family caregivers differed among body parts. Being a caregiver for less than one year was found to have a significant impact on pain. Overall, long term family caregivers could be faced with risk factors for musculoskeletal problems, but there are many different factors that affect musculoskeletal symptoms with regards to their activities. Accordingly, comprehensive and systematic prevention plans for family caregivers who have patients with brain damage should be developed.

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.

Cluster exploration of water pipe leak and complaints surveillance using a spatio-temporal statistical analysis (스캔통계량 분석을 통한 상수도 누수 및 수질 민원 발생 클러스터 탐색)

  • Juwon Lee;Eunju Kim;Sookhyun Nam;Tae-Mun Hwang
    • Journal of Korean Society of Water and Wastewater
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    • v.37 no.5
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    • pp.261-269
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    • 2023
  • In light of recent social concerns related to issues such as water supply pipe deterioration leading to problems like leaks and degraded water quality, the significance of maintenance efforts to enhance water source quality and ensure a stable water supply has grown substantially. In this study, scan statistic was applied to analyze water quality complaints and water leakage accidents from 2015 to 2021 to present a reasonable method to identify areas requiring improvement in water management. SaTScan, a spatio-temporal statistical analysis program, and ArcGIS were used for spatial information analysis, and clusters with high relative risk (RR) were determined using the maximum log-likelihood ratio, relative risk, and Monte Carlo hypothesis test for I city, the target area. Specifically, in the case of water quality complaints, the analysis results were compared by distinguishing cases occurring before and after the onset of "red water." The period between 2015 and 2019 revealed that preceding the occurrence of red water, the leak cluster at location L2 posed a significantly higher risk (RR: 2.45) than other regions. As for water quality complaints, cluster C2 exhibited a notably elevated RR (RR: 2.21) and appeared concentrated in areas D and S, respectively. On the other hand, post-red water incidents of water quality complaints were predominantly concentrated in area S. The analysis found that the locations of complaint clusters were similar to those of red water incidents. Of these, cluster C7 exhibited a substantial RR of 4.58, signifying more than a twofold increase compared to pre-incident levels. A kernel density map analysis was performed using GIS to identify priority areas for waterworks management based on the central location of clusters and complaint cluster RR data.

A Study on Attitude and Satisfaction of Service Quality in University Foodservices (대학 구내식당의 이용실태 및 급식 서비스에 대한 만족도 조사-서울지역을 중심으로-)

  • 박수정;김진아;이심열
    • Journal of the East Asian Society of Dietary Life
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    • v.14 no.1
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    • pp.83-91
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    • 2004
  • The purposes of the study was to measure attitude and satisfaction concerning the service quality of university foodservices. The survey was conducted to 500 university students using questionnaires, of which 457 questionnaires were analyzed. A statistical data analysis was completed using SAS programs by the descriptive analysis. The results of the study were summerized as follows: 1) The mean frequencies of visiting the university foodservices per week were higher in males than females. The factor affecting the students on their first choice of the foodservices depended on the distance. The first complaint factor concerning the university foodservices was the taste of foods. 2) The students were not satisfied with the service quality of university foodservices personnels. The actual mean score of the service quality was 3.92 out of 5, but the perceived one was 2.94. Therefore, the satisfaction degree of the service quality was calculated as-0.98. 3) The students were more satisfied with the food quality of contracted foodservice management than that of self-operated one.

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Haw Clothing Stores Response to Customer Complaints Affects Future Purchase Intention (유형별 의류 점포의 소비자 불평처리 만족도에 따른 반복 구매 의도)

  • Park Kun-Hee;Hwang Choon-Sup
    • The Research Journal of the Costume Culture
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    • v.13 no.6 s.59
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    • pp.910-918
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    • 2005
  • This study compares consumer satisfaction levels in clothing stores based on, consumer complaint behavior. This study investigates the relationship between future purchase intention and consumer satisfaction with the response of clothing stores to complaints. The study was implemented through a normative-descriptive survey using self-administered questionnaires. The samples consisted of 509 female consumers residing in Seoul and its suburbs. Data were analyzed by following statistical methods: frequency analysis, t-test, ANOVA, regression analysis, and Duncan's multiple range test. Results are as follows: The satisfaction with response to complaints were different according to types of clothing stores. A significant relationship between the degree of satisfaction with service recovery and future purchase intension was found in all types of clothing stores. The future purchase intention increases, when consumers are fully satisfied with the way that a service failure was recovered.

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A Conversational Analysis about Patient's Discomfort between a Patient with Cancer and a Nurse (불편감을 가진 암환자와의 간호대화 분석)

  • Lee, Hwa-Jin
    • Journal of Korean Academy of Nursing
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    • v.37 no.1
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    • pp.145-155
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    • 2007
  • Purpose: The purpose of this study was to describe and to analyze real communication about a patient's discomfort between a patient with cancer and a nurse. Method: A dialogue analysis method was utilized. Fifteen patients and 4 nurses who participated in this research gave permission to be videotaped. The data was collected from January, 3 to February 28, 2006. Results: The communication process consisted of 4 functional stages: 'introduction stage', 'assessment stage', 'intervention stage' and 'final stage'. After trying to analyze pattern reconstruction in the 'assessment stage' and 'intervention stage', sequential patterns were identified. In the assessment stage, if the nurse lead the communication, the sequential pattern was 'assessment question-answer' and if the patient lead the communication, it was 'complaint-response'. In the intervention stage, the sequential pattern was 'nursing intervention-acceptance'. Conclusion: This research suggests conversation patterns between patients with cancer and nurses. Therefore, this study will provide insight for nurses in cancer units by better understanding communication behaviors.

A Case of Ovarian Cysts in a Dog (개 난소낭종 진단 1예)

  • 이상은;조성남;이버들;서지민;심용희;송근호;신상태;이영원;김덕환
    • Journal of Veterinary Clinics
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    • v.18 no.4
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    • pp.474-478
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    • 2001
  • A female mixed miniature pinscher dog, about 5 years old, 4 kg, was referred to veterinary teaching hospital of Chungnam National University with chief complaint of excessive hemorrhagic vaginal discharge for a month, partial alopecia and hyperpigmentation. There are no specific change with CBC, blood chemistry and X-ray findings but we figured out high estrogen concentration with hormone analysis and detected a majority of the superficial epithelial cells with pyknotic nuclei by cytologic examination of vaginal smear preparation and multiple ovarian cysts on both ovaries by ultrasonography. Based on the clinical signs, hormone analysis, vaginal smear preparation and ultrasonography, the authors diagnosed this case as hyperestrogenism with ovarian cysts.

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A Typical Case of Lipomatosis Occurred in a Korean Native Cow (한우에 발생한 전형적인 지방종증의 1례)

  • 송근호;노용우;김덕환;조규완;황수현;서지민;홍민성
    • Journal of Veterinary Clinics
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    • v.18 no.4
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    • pp.478-481
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    • 2001
  • A Patient (Korean native cow, 4 years old, 300 kg, female), with chief complaint of anorexia for long period was admitted to the Chungnam national University Veterinary Medical Teaching Hospital. At necropsy findings, hard masses of necrotic fat were located in the omentum, rectum, kidney, colon, heart and thoracic cavity, respectively. The yellowish changes also were observed in liver, spleen and lung, respectively. In histopathological findings, fatty accumulation was observed by microscopic observation in each organ of fatty masses. Hamatological analysis revealed the low levels of Hb, PCV and neutrophil. Blood chemical analysis indicated the high concentration of Cholestelol and Triglyceride. That patient was diagnosed as typical case of lipomatosis by clinical, blood, blood chemical and pathological examinations.

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