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

• International conference on construction engineering and project management
• /
• 2022.06a
• /
• pp.111-118
• /
• 2022

Conflicts in public construction projects become more serious and complex so that they have a negative effect on performance of projecets. Conflicts in public construction projects are defined as expanding in complaints. This study analyzes the relationship structure and effect on performance between complaints and conflicts. First of all, 219 survey data collected from industry experts were used to derive complaints arising from the project and to understand the characteristics of each complaint. In the case of environmental damages, rather than environmental damage during construction, harmful substances or effects that can occur in completed facilities cause complaints from local residents, and opposition from environmental groups has a great effect on time and cost increase. As for safety damage, civil complaints related to prevention and countermeasures for safety accidents occur frequently, and additional construction affects cost increases. Through this study, it is possible to understand the serious complaints that are prone to conflict in public construction projects, their frequency, and the performance of the project.

• Journal of Distribution Science
• /
• v.14 no.9
• /
• pp.111-120
• /
• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• Journal of the Korean Home Economics Association
• /
• v.46 no.10
• /
• pp.119-132
• /
• 2008

The aim of this study was to analyse the consumer dissatisfaction, complaint and repurchase intentions in foodservices with a particular focus on college students. For this investigation we analysed the responses of 520 college students interviewed from Daegu Gyeongbuk Province. The SPSS/WIN version 12.0 and AMOS version 6.0 were used to analyse collected data. The results were as follows : 1) Factor analysis identified 5 different consumer dissatisfaction factors: facilities, waiter/waitresses behavior, food quality, service, store operating. The level of food quality dissatisfaction was most high. Consumer complaints came in three forms: public, personally and no action. The level of personal complaint was most high. 2) AMOS analysis found that public complaints had the most influence on repurchase intentions. 3) Dissatisfaction was highest with fast food restaurants, which also received the most public complaints. 4) Dissatisfaction, complaints, and compensation strongly influenced eating-out and spending motivation of college students.

• Journal of Intelligence and Information Systems
• /
• v.25 no.4
• /
• pp.35-52
• /
• 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 the Korean Institute of Landscape Architecture
• /
• v.52 no.1
• /
• pp.34-45
• /
• 2024

Companion animals are increasingly being recognized as members of society in outdoor public spaces. However, the presence of dogs in cities has become a subject of conflict between pet owners and non-pet owners, causing problems in terms of hygiene and noise. This study was conducted to analyze public complaint data using the keywords 'dog,' 'pet,' and 'puppy' through text mining techniques to identify the causes of conflicts in outdoor public spaces related to dogs and to identify key issues. The main findings of the study are as follows. First, the majority of dog-related complaints were related to the use of outdoor public spaces. Second, different types of outdoor public spaces have different spatial issues. Third, there were a total of four topics of dog-related complaints: 'Requesting a dog playground', 'Raising safety issues related to animals', 'Using facilities other than dog-only areas', and 'Requesting increased park management and enforcement related to pet tickets'. This study analyzed the perceptions of citizens surrounding pets at a time when the creation and use of public spaces related to pets are expanding. In particular, it is significant in that it applied a new method of collecting public opinions by adopting complaint data that clearly presents problems and requests.

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

• Journal of Korean Library and Information Science Society
• /
• v.32 no.3
• /
• pp.1-29
• /
• 2001

This study is to investigate extensively the complaint responses of the public library users, as an example of the complaining behaviors of the clients in not-for-profit organization. It selects and analyzes empirically some of the antecedents of the complaining behaviors including attitude toward complaining, cost of the complaining, likelihood of success, of success, product, external attributions and loyalty, and complaint responses including exit, voice(redress seeking), negative word-of-mouth and third party complaints, of the public library users, based on the theoretical backgrounds. It also examines the free use as a new variable of antecedents for not-for-profit organizations. Final data through questionaries are obtained from 515 unsatisfied adult public library users in Taegu, 456 of them analysed with SPSS 10.0 for Windows.

• Korean Journal of Health Education and Promotion
• /
• v.19 no.1
• /
• pp.45-58
• /
• 2002

This research was conducted to understand and analyze the physical awareness symptoms of college students and get fundamental research data essential to provide efficient student guidance and public health service at schools. The survey was carried out for 1 month from May 7th, 2001 to June 7th, 2001. The interviewees were 950 enrolled students at junior colleges in Daegu. 26.5% of them were men and 73.5% women. Among the surveyed, public health majors were 76.9%. Daytime students were 64.1 %, and the majority of the students, 42.8%, were atheistic. 56.0% of the students grew up in big cities, 22.2% in medium and small-sized cities, and 21.8% in farming and fishing communities. 66.1 % used public transportation. The majority of the students, 48.7%, answered that the satisfaction level for their majors was average. The result shows that the ocular fatigue was indicated as a greatest complaint, and the female students showed the higher complaint rate than the males. In the study of the complaining rate of physical symptoms by major, the public health majors showed the highest complaining rate in gasping when going up/down stairs, shoulder pain, a burning feeling on empty stomach, and leg/knee pain. On the other hand, the highest complaint factors for the technical majors were ocular fatigue and the feelings of heavy head. In the study of the complaining rate of physical symptoms by transportation, gasping during going up/down stairs and shoulder pain were most common, which were 52.2% and 36.0% respectively. In the study of the insecurity response distribution by transportation, college students who drive a car showed 3.8% and students using public transportation 3.7%. In the study of the insecurity response by subject satisfaction, students who answered dissatisfactory were 8.3%, average 3.9%, satisfied 3.0%. Therefore, it was concluded that students who were dissatisfied with their subjects showed the higher rate of insecurity response. it can be recommended that a school health education program regarding ocular fatigue and shoulder pain should be developed.

• 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.