• Title/Summary/Keyword: online customer review

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Keyword identifications on dimensions for service quality of Healthcare providers (헬스케어 서비스 리뷰를 활용한 서비스 품질 차원 별 중요 단어 파악 방안)

  • Lee, Hong Joo
    • Knowledge Management Research
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    • v.19 no.4
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    • pp.171-185
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    • 2018
  • Studies on online review have carried out analysis of the rating and topic as a whole. However, it is necessary to analyze opinions on various dimensions of service quality. This study classifies reviews of healthcare services into service quality dimensions, and proposes a method to identify words that are mainly referred to in each dimension. Service quality was based on the dimensions provided by SERVQUAL, and patient reviews have collected from NHSChoice. The 2,000 sentences sampled were classified into service quality dimension of SERVQUAL and a method of extracting important keywords from sentences by service quality dimension was suggested. The RAKE algorithm is used to extract key words from a single document and an index is considered to consider frequently used words in various documents. Since we need to identify key words in various reviews, we have considered frequency and discrimination (IDF) at the same time, rather than identifying key words based only on the RAKE score. In SERVQUAL dimension, we identified the words that patients mentioned mainly, and also identified the words that patients mainly refer to by review rating.

Utilizing NLP-based Data Techniques from Customer Reviews: Deriving Insights and Strategies for Cushion Product Improvement (고객 리뷰를 통한 NLP 기반 데이터 기술 활용: 고객 인사이트 도출과 쿠션 제품 개선 방안 연구)

  • Sel-A Lim;Mi-yeon Cho;Eun-Bi Jo;Su-Han Yu
    • The Journal of Bigdata
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    • v.9 no.1
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    • pp.49-60
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    • 2024
  • This study aims to provide insights for developing innovative products, based on reviews from females aged 30 to 70 who bought cosmetic cushions via TV home shopping. Analyzing 200,000 reviews with Selenium and NLP techniques, we found the main audience is in their 50s and 60s, prioritizing radiance, blemish and wrinkle coverage, and adherence. Notably, products with appealing designs were preferred, especially for gifting among relatives and friends. The proposed innovation is Korea's first AI-recommended cushion, utilizing NLP to match customer needs. Key ingredient recommendations include S.Acamella extract and AHA components, chosen for their perceived benefits and consumer preference. The research also highlights the importance of product aesthetics and gift potential, suggesting marketing strategies should emphasize these aspects to appeal to the target demographic. This approach aims to guide product development and marketing towards meeting consumer expectations in the cosmetic cushion industry, making products more personalized and gift-worthy.

The research of the way to gain domestic and foreign market economy force of whitening cosmetics (미백화장품 국내외 시장경쟁력 확보방안 연구)

  • Park, Joon-su;kim, heung-gi
    • International Area Studies Review
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    • v.21 no.2
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    • pp.121-141
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    • 2017
  • The world whitening cosmetics market is fast being taken in 'complex functional cosmetics' including complex function. And highly functional cosmetics market that call cosmeceutical market is growing up with highly functional cosmetics market. In addition, natural cosmetics market including whitening function is growing up in the world in complex functional cosmetics. Distribution channel of the world functional cosmetics is digital communication through beauty and digital. Global companies are adding relationship in new space between customer and brand. So worldwide change phenomenon of whitening cosmetics distribution channel will suggest importance that it should be able to communication with customer in non-traditional space. Domestic whitening cosmetics market is decreasing to reference compound annual growth rate -3.61%. While complex type market is increasing to annual growth rate 33.28%. Since 2008, domestic whitening cosmetics market was changed in distribution channel of center of traditional door-to-door sales. Especially, online channel is about 1/6 level of offline, but since 2014, year-on-year increase rate of online showed 27.1%. In the future, it is anticipated that ratio of online sales is above offline. Whitening cosmetics distribution is being changed, and online channel is growing up, so domestic companies will need tragedy targeting new whitening cosmetics distribution channel and traditional offline channel at the same time. If new company go into whitening cosmetics market, the new company will have to consider natural cosmetics in complex functional cosmetics than whitening cosmetics market. To secure domestic competitiveness whitening cosmetics market, securing differentiation of brand or pursuing change of distribution channel, and we need to seek a method that company and customer can forge communication in new space.

Structural Relationships among Site Quality of Online Wine Store, Perceived Value, and Online Purchase Intention (온라인 와인매장 사이트 품질, 지각된 가치, 온라인 구매의도 간의 구조적 관계)

  • Han, Su-Jin;Kim, Yoo-Jung;Kang, Sora
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.14 no.12
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    • pp.6133-6145
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    • 2013
  • With the increasing number of online wine stores, customers are increasingly seeking to purchase wine online. On the other hand, purchasing wine online is prohibited by law or regulation in Korea. Therefore, customers mainly search for wine information, inquire about wine products, and make a pre-purchase at an online wine store. Online wine stores play important roles in customer's purchase decision-making, and are likely to be a useful wine distribution channel in the near future. Therefore, the aim of this study was to identify the determinants of the online wine purchase intention, and examine the structural relationships between the determinants and online wine purchase intention. The site quality of online wine stores (information quality, system quality, service quality), and perceived value (quality value, price value, emotional value, social value) were selected as the determinants of online wine purchase intention based on literature review. The data was collected from those who had experience using an online wine store to purchase wine, and the data was used to test the proposed research model. The findings showed that the information quality was not related to the perceived value (quality value, price value, emotional value, social value). The system quality was proven to be positively and significantly related to the quality value, price value, and emotional value, whereas it had no impact on the social value. In addition, the service quality was found to affect the perceived value (quality value, price value, emotional and social value). Finally, the results showed that the quality value, emotional value, and social value have a positive impact on the online wine purchase intention, whereas the price quality is not related to the online wine purchase intention. These results are expected to make a contribution to a better understanding of how the quality of online wine stores and the customer's perceived value affect the online wine purchasing intention.

Comparative Analysis of Consumer Needs for Products, Service, and Integrated Product Service : Focusing on Amazon Online Reviews (제품, 서비스, 융합제품서비스의 소비자 니즈 비교 분석 :아마존 온라인 리뷰를 중심으로)

  • Kim, Sungbum
    • The Journal of the Korea Contents Association
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    • v.20 no.7
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    • pp.316-330
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    • 2020
  • The study analyzes reviews of hardware products, customer service products, and products that take the form of a convergence of hardware and cloud services in ICT using text mining. We derive keywords of each review and find the differentiation of words that are used to derive topics. A cluster analysis is performed to categorize reviews into their respective clusters. Through this study, we observed which keywords are most often used for each product type and found topics that express the characteristics of products and services using topic modeling. We derived keywords such as "professional" and "technician" which are topics that suggest the excellence of the service provider in the review of service products. Further, we identified adjectives with positive connotations such as "favorite", "fine", "fun", "nice", "smart", "unlimited", and "useful" from Amazon Eco review, an integrated product and service. Using the cluster analysis, the entire review was clustered into three groups, and three product type reviews exclusively resulted in belonging to each different cluster. The study analyzed the differences whereby consumer needs are expressed differently in reviews depending on the type of product and suggested that it is necessary to differentiate product planning and marketing promotion according to the product type in practice.

Online to Offline Convergent Ecosystem: a Case Study of Dianping.com (온라인과 오프라인을 융북합 생태계: Dianping.com 사례연구)

  • Zhang, Chao;Wan, Lili
    • Journal of Digital Convergence
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    • v.13 no.6
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    • pp.105-111
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    • 2015
  • In this highly competitive century, selling products and service through Internet and smart phones offers both opportunities and challenges. Online commerce is expanding it's wings to the offline market. The connection between online market and offline market is called O2O(Offline to Online) market. In this study we examine the best practice case study of an Internet company's successful efforts to connect users and offline merchants. Based on Dianping.com success story in China, a successful framework for building online to offline ecosystem is examined. Dianping.com successful experience may provide suggestions for other online companies operate in the convergent field.

Dynamic Analysis of CRM Strategy for Online Shopping-mall (온라인쇼핑몰의 CRM 전략에 관한 동태적 분석: System Dynamics 기법을 활용한 고객만족도 분석을 중심으로)

  • Kang, Jae-Won;Lim, Jay-Ick;Lee, Sang-Gun
    • Information Systems Review
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    • v.9 no.3
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    • pp.99-132
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    • 2007
  • As customer management rises by important issue in electronic commerce, virtue study about CRM have proceeded much. However, because existent researches were positive researches of most statistical base, There are some limitation that does not show dynamic change with CRM flow by flowing of time, and can not forecast propriety and future result about CRM strategy. Therefore, in order to overcome existent limitation on these CRM study, this study designed dynamic model which draws factors that compose CRM strategy of on-line shopping mall, and do based on technique in system dynamics so that can analyze dynamic change between these factors. Concretely, atomized customer focuses in the on-line shopping mall and does based on Permission marketing theory, and applied CRM of different level to atomized customers and know change of customer satisfaction measurement and discomfort degree accordingly. According to the result of Simulation practice, situation that achieve CRM strategy of different level by atomize customer more increase the customer satisfaction than situation that is not so. Dynamic pattern that presented in this study is expected that can verify validity about CRM achievement strategy of different level at each CRM point of contact & how Internet enterprise including on-line shopping mall is establishing CRM strategy reasonably.

What Drives Consumers' Purchase Decisions? : User- and Marketer-generated Content

  • Kim, Yu-Jin
    • Science of Emotion and Sensibility
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    • v.24 no.4
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    • pp.79-90
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    • 2021
  • Consumers have an increasingly active role in the marketing cycle, using social media channels to create, distribute, and consume digital content. In this context, this paper investigates the impact of user- and marketer-generated content on consumer purchase intentions and the approach to designing an effective social media marketing platform. Referencing a literature review of social media marketing and consumer purchase intentions, a case study of the social media-marketing platform, 0.8L, was undertaken using both qualitative and quantitative results through content analysis and a participatory survey. First, about 450 consumer reviews for ten sunscreen products posted on the 0.8L platform were compared with products' marketer-generated content. Next, 55 subjects participated in a survey regarding purchase intentions toward moisturizing creams on the 0.8L platform. The results indicated that user-generated content (i.e., texts and photos) provided more personal experiences of the product usage process, whereas marketers focused on distinctive product photos and features. Moreover, customer reviews (particularly high volume and narrative format) had more impact on purchase decisions than marketer information in the online cosmetics market. Real users' honest reviews (both positive and negative) were found to aid companies' prompt and straightforward assessment of newly released products. In addition to the importance of customer-driven marketing practices, distinctive user experience design features of a competitive social media-marketing platform are identified to facilitate the creation and sharing of sincere customer reviews that resonate with potential buyers.

An Empirical Study on the Effect of Information Quality and Service Quality on Satisfaction and Loyalty through Perceived Privacy Protection: Focusing on Users of O2O Mobile Shopping Applications in China (개인정보보호를 통한 정보품질과 서비스 품질이 만족도와 충성도에 미치는 영향에 관한 실증연구: 중국 O2O 모바일 쇼핑 어플리케이션 이용자를 중심으로)

  • Tae-Woo Roh;Jin-Ho Noh;Ye-Eun Oh
    • Korea Trade Review
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    • v.45 no.6
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    • pp.77-97
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    • 2020
  • This study investigates the effects of O2O-based mobile shopping application (O2O MSA)'s information and service quality on the user's perceived privacy protection, satisfaction and loyalty. In this study, 969 questionnaire reponses were collected, out of which 555 were used to estimate the structural paths using PLS-SEM (partial least square structural equation model) for the hypothesis test. Our empirical findings are drawn from Chinese respondents that live in a 1-line city in China and use O2O MSAs serviced by China's leading companies. This study examines and confirms that qualified information and service of O2O MSA positively affect both perceived privacy protection and customer satisfaction, which finally leads to customer behavioral loyalty through the perceived privacy protection. Further, this study presents effective practical implications for application development strategy suitable for users in the O2O-based mobile shopping industry.

Korean Customer Attitudes Towards SNS Shopping

  • Cho, Young-Sang;Heo, Jeong-Yoon;Youn, Myoung-Kil
    • Journal of Distribution Science
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    • v.10 no.8
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    • pp.7-14
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    • 2012
  • As a new format of retailing, social shopping on SNS has rapidly grown in recent. Although there is much literature associated with customer behaviours in the academic world, little attention has been paid to identifying the shopping patterns of SNS shoppers. This paper will, thus, identify how perceived value has an impact on the buying intention of SNS shoppers, after illustrating what kind of factor influences the formation process of perceived value in the Korean marketplace. Given that SNS shoppers are for the most part 20s as well as 30s, the authors handed out questionnaires to them. Furthermore, based on literature review results, the conceptualised research model was developed. Despite lack of literature, the authors developed five constructs like price reduction, quantity- and time-limited message, product ranges, information-sharing, and required number of shoppers. The researchers made a considerable effort to identify the relationship between research concepts and each variable, based on a few research analysis methods such as frequency analysis, the Varimax rotation technique used orthogonal rotation, Cronbach's Alpha, PCA (Principle Component Analysis), and the like. Amongst the 5 variables used to measure the degree of influences on the perceived value as a social shopping characteristic, it has been evident that price cut, required minimum shoppers, product variety, and information-sharing have a positive impact on the perceived value formation processes of SNS customers. Also, this research implies that SNS retailers can differentiate themselves from other retailers by differently using the above factors. From a practitioner's point of view, these factors should be strategically used to increase the social shopping opportunities of SNS users. It is, furthermore, evident that the perceived value formed by the above 4 factors have played an important role in the buying decision process of SNS customers. In a sense, whether customers are aware of higher price cut rates, information-sharing, required minimum shoppers, and product variety has a positive impact on making buying decisions. From a retailer's point of view, online shopping mall operators are able to use blog as well as twitter to improve the buying intention as a marketing tool of social network, because the business activities provided by social shopping retailers, like the rapid, accurate responses to customer requirements, the provision of a variety of information, and the communications between customers are closely related to buying intentions. There are a few research limitations to conduct this empirical research. It was not easy to review prior papers, due to its lack. In spite of the increasing number of SNS shoppers in Korea, little research attention has been paid to this kind of research topic by academicians, because buying products or services through SNS is in its infancy. With regard to research populations, it would be difficult to generalise the research findings in Korea, owing to unbalanced respondent distribution. Considering the above research limitations as well as the growth of social shopping, many authors should pay considerable attention to SNS-related issues in the future, and develop the more sophisticated criteria to measure the characteristics of SNS shoppers.

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