• Asian Journal for Public Opinion Research
• /
• v.9 no.3
• /
• pp.240-265
• /
• 2021

Public services need to be evaluated regularly to identify areas that need further improvement. Data collection via Twitter is affordable and timely, so it has the potential to be utilized to evaluate the quality of public service. This study utilizes tweets mentioning three service units of the provincial government of Jakarta and applies both sentiment analysis and topic classification to predict a rating/score of public service quality. The research goal is to examine if the evaluation of public services based on social media data is possible. The findings indicate that the use of Twitter has an advantage in terms of sample size and variety of opinions. Tweets can be translated into scores as well. Nonetheless, the representativeness issue and the predominance of complaint tweets can affect the reliability of the results.

• Journal of Distribution Research
• /
• v.11 no.2
• /
• pp.59-79
• /
• 2006

The purpose of this study is two folds; first. to identify the negative effect of customer dissatisfaction on trust and commitment. and second to examine the moderating effect of consumers' perceived equity created by various ways in which a company deals with his/her complaints. Our proposed model is empirically tested by a survey data collected from Internet shopping mall consumers who raised complaints. The simultaneous regression model is used to test the negative effect of customer dissatisfaction. To examine the moderating effect of equity, our study employs the group analysis of LISREL. The empirical result shows that customers' dissatisfaction. unless it is concerned with merchandise related dissatisfaction, influences on trust and commitment. Also, we find that consumers' perceived equity has a moderating effect on the relationship variables dissatisfaction and customer relationship variables including trust and commitment.

• Journal of Korea Port Economic Association
• /
• v.29 no.2
• /
• pp.211-238
• /
• 2013

The Port Logistics Information System (Port-MIS) is the system that processes all of port management such as entry and departure of ships, using facilities within ports, port traffic control, cargo entering and carrying and tax collection in 31 trade ports over the whole country. Lately, The Port Logistics Information System (Port-MIS) has been reformed as a WEB-based system and established basis to provide real time information support structure, diversification of civil complaint system, and optimized civil complaint service by using wire and wireless internet. The typical study on the Port Logistics Information System was C/S program and EDI-centered. But it has significance to study on service quality measurement of WEB Port-MIS that has been served as a new web-based platform since April 2010, for there was no such a study until now.

• Journal of Oral Medicine and Pain
• /
• v.34 no.2
• /
• pp.143-151
• /
• 2009

This research aims to propose a reference for prevention and education of medical dispute in dental clinic and to recognize anew about medical malpractice, by analyzing medical dispute. The results from data were based on questionnaires and replies about medical complaint, which were received the Busan Dental Association from November, 2000 to June, 2007, were as follows; 1. It were categorized 35 cases to 51 detail patterns. These cases were consists of complicated problem. 2. The cases, which were related to the treatment for prosthesis and orthodontics, became an issue. 3. In the case, which was related to the treatment for prosthesis and orthodontics, there were complaints in order of symptoms(occlusal discomfort, hypersensitivity, abnormal pain) and aesthetics after equipped prosthesis, and so on. 4. There was a tendency toward increasing complaints along with an increase of treatments (except conventional ways) for implant and so on.

• The Journal of the Korea Contents Association
• /
• v.21 no.5
• /
• pp.182-199
• /
• 2021

This study was designed by paying attention to the negative aspects of the performing arts service. As interest in performing arts increases, various studies on services are being conducted in the performing arts field as well. However, although research on the positive side of performing arts services is steadily increasing, research on the negative side is insufficient. In this study, the limitations of existing studies were supplemented and the study was conducted by applying the Stimulus-Organism-Response (S-O-R) model for empirical research. The effect of failure of performing arts service as a stimulus variable on the response to complaint behavior through negative emotion as an organism was verified. As a result of the analysis, it was found that among the factors of failure in performing arts services, performance works and personal services had a significant influence on negative emotions. In addition, the influence of negative emotions on public and private complaints was confirmed. Lastly, this study will have academic significance in that it analyzed consumers by converting the factors of service failure of performing arts into variables.

• Journal of Korea Society of Industrial Information Systems
• /
• v.23 no.3
• /
• pp.13-24
• /
• 2018

For government and public institutions, civil complaints containing direct requirements of citizens can be utilized as important data in developing policies. However, it is difficult to draw accurate requirements using text mining methods since the nature of the complaint text is unstructured. In this study, a new method is proposed that draws the exact requirements of citizens, improving the previous text mining in analyzing the data of civil complaints. The new text-mining method is based on the principle of Co-Occurrences Structure Map, and it is structured by two-step association analysis, so that it consists of the first-order related word and a second-order related word based on the core subject word. For the analysis, 3,004 cases posted on the electronic bulletin board of Busan City for the year 2016 are used. This study's academic contribution suggests a method deriving the requirements of citizens from the civil affairs data. As a practical contribution, it also enables policy development using civil service data.

• Journal of Sasang Constitutional Medicine
• /
• v.12 no.1
• /
• pp.120-135
• /
• 2000

Objective ; The purpose of this study is to find out the constitutional symptomatic pattern of Soyangin and Taeumin through investigation of difference between two groups in stroke. Method ; 70 inpatients(Soyangin 31, Taeumin 39) in stroke, admitted into Kyung-Hee Oriental Hospital from 1. July. 1999 to 20. Sept. 1999, were investigated through questionnare which consists of 16 parts 155 questions, and the problems which have significant difference between Soyangin and Taeumin group were analyzed statistically. Result 1. The analysis of general characteristic difference between Soyangin and Taeumin group (1) The number of Soyangin patients is 31, Taeumin 39 and the number of Male patients 43, Female 27. (2) The mean weight of Taeumin group is heavier than that of Soyangin group and the degree of obesity of Taeumin group higher. (3) The number of patients who have smoking history is more at Soyangin group. (4) In neurological problem, dizziness is more complained of in Soyangin group. 2. The analysis about the result of Questionnare (1) In problems related with 'Sleeping', the time of going to bed and getting up and the duration of sleeping are more irregular in Taeumin group. (2) In problems related with 'Defecation', the shape of stool is more variable in Taeumin group. (3) In problems related with 'Urination', Soyangin group have more complaint. (4) In problems related with 'The condition of digestion', Taeumin group have a good appetite and more compalint in lower abdominal region, but on the contrary Soyangin group lose appetite and have more complaint in upper abdominal region. (5) In problems related with 'Head and Face', Soyangin group have more complaint. (6) In problems related with 'Eye, Ear and Nose', Soyangin group have more complaint at eye and ear. (7) In promlems related with 'Chest region', Soyangin group easily feel choked up and Taeumin group heart throbs. (8) In problems related with 'Skin', Taeumin group easily feel change of color tone at skin and Soyangin group dry.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.35 no.7
• /
• pp.787-800
• /
• 2011

This study investigated service recovery justice perception, purchase satisfaction, positive word-of- mouth (WOM) intention, and repurchase intention of fashion consumers according to the types of internet shopping malls. A survey was conducted from December 20 in 2010 to January 28 in 2011, and 324 respondents who had complaint with internet shopping malls were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis. The results of this study were as follows. First, in case of integrated internet shopping malls, the procedure justice influenced the purchase satisfaction and the interaction justice influenced the positive WOM intention. In addition, the distribution justice influenced the repurchase intention of fashion consumers. In the case of an open market, the interaction justice influenced the purchase satisfaction and the distribution justice influenced the positive WOM intention. In case of specialized internet shopping malls, the distribution justice influenced the purchase satisfaction and the interaction justice influenced the repurchase intention. Second, there was a difference in the procedure justice, positive WOM intention, and repurchase intention according to gender.

• Proceedings of the Korean Society for Noise and Vibration Engineering Conference
• /
• 2006.11a
• /
• pp.75-81
• /
• 2006

Recently, customers interest about noise of household electric appliance is growing. so, designer of product must study to reduce noise of product. Specially, in case of household electric appliance such as washing machine, there was consumers' complaint about noise that is radiated under dehydrating condition. But, in the case of washing machine, identification of noise source is not easy when washing machine is under dehydrating condition. Because various noise source influence each other, it is difficult to find out pure contribution degree about output noise. Multi-Dimensional Spectral Analysis(MDSA) is method that can remove correlation between inputs each other and express pure contribution degree about output of single input. So in this study, we analyzed contribution of each noise source on transfer pass of noise that is radiated at dehydration of washing machine using MDSA.

• Transactions of the Korean Society for Noise and Vibration Engineering
• /
• v.17 no.11
• /
• pp.1056-1063
• /
• 2007

Recently, there has been a growing consumer interest in the amount of noise produced by household electrical appliances. The designer of the product must identify the source of the noise, in order to reduce the noise. In the case of a household electric appliance such as the washing machine, there is consumer's complaint about the noise that is generated during the dehydrating condition. Because of several noise sources combined each other. It is difficult to identify the noise sources that contribute to the noise output. Multi-Dimensional Spectral Analysis (MDSA) is a method that can remove the correlation between different noise sources, and it expresses the key contributing factor as a unique output. This study utilized MDSA to analyze the contribution of each input in the noise output during the dehydrating condition.