• 한국BIM학회 논문집
• /
• 제13권3호
• /
• 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.

• 국제학술발표논문집
• /
• The 9th International Conference on Construction Engineering and Project Management
• /
• 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.

• 유통과학연구
• /
• 제14권9호
• /
• 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.

• 대한가정학회지
• /
• 제46권10호
• /
• 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.

• 지능정보연구
• /
• 제25권4호
• /
• pp.35-52
• /
• 2019

전자정부를 포함한 다양한 형태의 공공서비스가 제공됨에 따라 공공서비스 품질에 대한 국민의 요구 수준이 점점 높아지고 있다. 공공서비스의 품질을 높이기 위해서 공공서비스 품질에 대한 상시적 측정과 개선이 필요함에도 불구하고 전통적인 설문조사는 비용과 시간이 많이 소요되어 한계가 있다. 따라서 공공서비스에서 발생하는 데이터를 기반으로 원하는 시점에 언제라도 공공서비스의 품질을 빠르고 정확하게 측정할 수 있는 분석적 기법이 필요하다. 본 연구에서 공공서비스의 품질을 데이터 기반으로 분석하기 위해 N시의 건축 인허가 민원 서비스를 대상으로 프로세스 마이닝 기법을 이용하여 분석하였다. N시의 건축 인허가 민원 서비스는 분석에 필요한 데이터를 확보할 수 있고 공공서비스 품질관리를 통해 타 기관으로 확산 가능할 것으로 판단되었기 때문이다. 본 연구는 2014년 1월부터 2년 동안 N시에서 발생한 총 3678건의 건축 인허가 민원 서비스에 대해 프로세스 마이닝을 실시하여 프로세스 맵을 그리고 빈도가 높은 부서와 평균작업시간이 긴 부서를 파악하였다. 분석 결과에 따르면 특정 시점에 한 부서별로 업무가 몰리거나 상대적으로 업무가 적은 경우가 발생하였다. 또한 민원의 부하가 늘 경우 민원완료까지 걸리는 시간이 늘어날 것이라는 합리적인 의심을 하였으나 분석 결과 상관관계는 크게 없었다. 분석 결과에 따르면 민원완료까지 걸리는 시간은 당일처리에서 1년 146일까지 매우 다양하게 분포하였다. '하수처리과,' '수도과,' '도시디자인과,' '녹색성장과'의 상위 4개 부서의 누적빈도가 전체의 50%를 넘고 상위 9개 부서의 누적빈도가 70%를 넘어서는 등 빈도가 높은 부서는 한정적이며 부서 간 부하의 불균형이 심했다. 대부분의 민원 서비스는 서로 다른 다양한 패턴의 프로세스를 갖고 있었다. 본 연구의 결과를 활용하면 특정 시점에 민원의 부하가 큰 부서를 찾아내 부서 간 인력 배치를 탄력적으로 운영할 수 있을 것이다. 또한 민원 특성별 협의에 참여하는 부서의 패턴을 분석한 결과, 협의 부서 요청 시 자동화 혹은 추천에 활용할 수 있는 가능성이 보인다. 본 연구는 민원 서비스에 대한 프로세스 마이닝 분석을 통해 향후 공공서비스 품질 개선방향을 제시하는데 활용될 것으로 기대한다.

• 한국조경학회지
• /
• 제52권1호
• /
• pp.34-45
• /
• 2024

반려견이 사회의 일원으로 인식되기 시작하면서 도시의 옥외 공공공간을 함께 이용하는 주체로 부상하고 있다. 그러나 이러한 흐름은 위생, 소음 등의 문제를 발생시키거나 반려인과 비반려인 간 갈등을 야기하는 요인이 되기도 한다. 본 연구는 '반려견', '반려동물', '강아지'와 관련된 공개민원 자료를 텍스트마이닝 기법을 통해 분석하여, 반려견 관련 공간갈등의 원인과 주요 이슈를 밝히기 위해 수행되었다. 연구의 주요 결과는 다음과 같다. 첫째, 반려견과 관련된 민원자료 중 대다수는 옥외 공공공간의 이용과 연관이 있었다. 둘째, 주요 옥외 공공공간 유형별로 공간의 이슈가 다르게 발생하고 있다. 셋째, 반려견 관련 민원자료의 주제는 총 4개로, '반려견 놀이터 조성 요구', '동물 관련 안전 문제 제기', '반려견 전용구역 외 시설에 대한 이용 문제 제기', '펫티켓 관련 공원 관리·단속 강화 요청'이다. 본 연구는 동물이 이용할 수 있는 공공공간의 범위가 확대되는 시점에서, 반려견을 둘러싼 시민들의 인식을 분석했다. 특히, 시민들이 문제점과 요구사항을 명확하게 제시하는 민원자료를 분석 대상으로 채택함으로써, 시민들의 의견을 수렴하는 새로운 방식을 적용한 점에서 의의가 있다.

• 한국환경복원기술학회지
• /
• 제26권6호
• /
• 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.

• 한국도서관정보학회지
• /
• 제32권3호
• /
• pp.1-29
• /
• 2001

이 연구는 비영리조직이용자 불평행동의 한 예로서 공공도서관 이용자의 불평행동에 대한 포괄적인 연구로 시도된 것이다. 이 연구에서는 불평에 대한 태도와 불평비용, 불평의 성공가능성, 서비스의 중요성, 외적귀인, 충성도 등의 불평행동의 선행요인이 이용중단, 항의, 부정적 구전, 제3자를 통한 불평 등의 각 불평행동 유형에 미치는 영향을 실증적으로 분석하였다. 특히 비영리조직의 특성과 관련하여 선행요인으로 "무료이용지각"이라는 새로운 변수를 검토하였다. 서비스에 불만족한 대구지역 공공도서관의 성인이용자 515명을 대상으로 한 설문조사를 바탕으로 결과를 분석하였다.

• 보건교육건강증진학회지
• /
• 제19권1호
• /
• 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
• /
• 제9권3호
• /
• 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.