• The Journal of Society for e-Business Studies
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• v.24 no.2
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• pp.71-89
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• 2019

In order to come up with satisfying product and improvement, firms use traditional marketing research methods to obtain consumers' opinions and further try to reflect them. Recently, gathering data from consumer communication platforms like internet and SNS has become popular methods. Meanwhile, with the development of information technology, mobile companies are launching new digital products for children to protect them from harmful content and provide them with necessary functions and information. Among these digital products, Kids Phone, which is a wearable device with safe functions that enable parents to learn childern's location. Kids phone is relatively cheaper and simpler than smartphone but it is noted that there are several problems such as some useless functions and frequent breakdowns. This study analyzes the reviews of Kids phones from domestic mobile companies, identifies the characteristics, strengths and weaknesses of the products, proposes improvement methods strategies for devices and services through SNS consumer analysis. In order to do that customer review data from online shopping malls was gathered and was further analyzed through text mining methods such as TF/IDF, Sentiment Analysis, and network analysis. Customer review data was gathered through crawling Online shopping Mall and Naver Blog/$Caf\acute{e}$. Data analysis and visualization was done using 'R', 'Textom', and 'Python'. Such analysis allowed us to figure out main issues and recent trends regarding kids phones and to suggest possible service improvement strategies based on sentiment analysis.

• Information Systems Review
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• v.12 no.3
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• pp.49-73
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• 2010

The lack of customer satisfaction and trust remains a key barrier to electronic commerce. From the standpoint of online merchants, it is critical to build consumer trust by lessening sources of apprehensions and uneasiness associated with online transactions. This paper explores the relationships between customer satisfaction and intermediary's trustworthiness factors in B2C e-marketplaces. It also aims at examining the effects of consumer characteristics, including propensity to trust and Internet shopping self-efficacy, upon trust and purchase intentions. To meet the research objectives, an empirical study has been conducted by surveying 223 active e-marketplace buyers in Korea. The findings of the present research indicate that customer satisfaction positively affects all the three attributes of trustworthiness (i.e., competence, benevolence, and integrity), and more specifically it has a quite strong association with benevolence. In addition, propensity to trust has no significant influence on trust or purchasing intentions, and only affects benevolence and integrity with no direct effect on competence. Finally, Internet shopping self-efficacy was found to affect both trust and purchasing intentions, suggesting that e-marketplaces seek an online strategy designed to strengthen loyalty for customers with high self-efficacy, while they use a strategy to improve the usability and usefulness of their website to attract customers with low self-efficacy. The paper concludes with implications and directions for future research.

• The Korean Fashion and Textile Research Journal
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• v.24 no.1
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• pp.117-126
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• 2022

This study aims to analyze the sizing information of women's ready-to-wear pants as indicated on online retail websites and to suggest better sizing communication that can assist customers in making successful apparel size selections. We gathered size specifications and size reference information for basic straight pants from 34 online apparel retail websites. Although the Korean standard recommends labeling the body dimension-based sizing code and specification, most websites preferred to use various types of sizing codes. Body measurements were only used by a few websites, and garment dimension descriptions were the most common method to indicate product size. Many websites provided size reference information through customer review boards and fit model images, however, there was insufficient body size information to allow customers to infer the fit of their body type. When using the size guidance tools, the major data input points were stature and weight measurements. However, the waist measurements of pants sizes guided only by stature and weight values revealed inconsistent ease allowance for corresponding body size populations, especially in the overweight group. Based on our findings, we propose a more effective method of communicating the size information of pants online. We expect that this will contribute to the efficiency of online apparel product display and build a better shopping environment that satisfies both sellers and consumers.

• Korean Business Review
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• v.17 no.2
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• pp.161-183
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• 2004

This research is to examine the effect of specific Sports On-line membership characteristics on Customer loyalty, the role of the important concept of the three degree of commitment(Continuance commitment, Normative commitment, Affective commitment) in relation marketing. First, discover whether professional team's customer loyalty is influenced by Sports on-line membership through the three degrees of commitment, which is an important parameter in customer relation. Second, find out the effect of currently used online membership characteristics of an off-line company on the three degrees of commitment. To achieve this aim our research team carried out an empirical study by creating an experimental hypothesis and model. The research was conducted by an online survey by 211 supporters of professional football teams. Out of the total 23 were judged untrustworthy by double answers, the empirical study was drawn out from the remaining 188. The empirical study was done by statistical analysis programs SPSS 10.0 and AMOS 4.0. The conclusion of this research is that specific characteristics of Sports on-line membership, Continuance commitment, Normative commitment, Affective commitment plays an important role as a medium in Customer loyalty.

• The Journal of the Korea Contents Association
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• v.22 no.4
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• pp.118-129
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• 2022

The purpose of this report is to study a strategic model of promotion activities through various analysis and sales forecasting by selecting wearable products for domestic online companies and collecting sales data. For data analysis, various algorithms are used for analysis and the results are selected as the optimal model. The gradation boosting model, which is selected as the best result, will allow nine independent variables to be entered, including promotion type, price, amount, gender, model, company, grade, sales date, and region, when predicting dependent variables through supervised learning. In this study, the review values set as dependent variables for each type of sales promotion were studied in more detail through the ensemble analysis technique, and the main purpose is to analyze and predict them. The purpose of this study is to study the grades. As a result of the analysis, the evaluation result is 95% of AUC, and F1 is about 93%. In the end, it was confirmed that among the types of sales promotion activities, value-added benefits affected the number of reviews and review grades, and that major variables affected the review and review grades.

• The Journal of Industrial Distribution & Business
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• v.10 no.7
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• pp.83-89
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• 2019

Purpose - It is a very important issue for the Korean tourism industry to increase tourism revenue by attracting foreign tourists. Although Japanese tourists have been an important part of the Korean tourism industry for a long time, the level of tourist satisfaction including accommodation has been at the worst compared to other foreign visitors, which strongly requires concrete solutions. Therefore, this study focuses on improving the satisfaction level of Japanese visitors in the use of accommodation, and find out the influence of the managerial response. Research design, data, and methodology - In this study, customer review and managerial response of hotels in Seoul were collected from "Rakuten Travel" which is the most representative online travel agency in Japan. As a result of collecting data from 2016 to 2018, 6,190 customer reviews and 1,241 managerial responses from 120 hotels were used for analysis. In addition, information on the properties of 120 hotels, such as the number of rooms, classification, types of hotel facilities, types of room facilities, accessibility and prices, were collected. To test the hypotheses, moderated multiple regression analysis was conducted with SPSS 22.0. Results - It was found that only 25 sites, 20.8% of the total 120 sites, were implementing managerial response and average response rate was 66.42% among them. As a result of examining the main effects of the hotel attributes on the ratings, accessibility and price are confirmed as effective variables. We also found that the response rate has a significant moderate effect in both the accessibility and price. In other words, there was a significant difference in the influence of accessibility and price on the ratings depending on the response rate. Also, it was confirmed that the response rate is not a pure moderator variable but a quasi moderator variable. Overall, the evidences partially supported the hypothesis. Conclusion - It was possible to provide important suggestions to the hotel managers who were concerned about managing tourist satisfaction with accessibility problems. It was found that the accessibility problem could be overcome by increasing the response rate. It was also confirmed that high ratings can be more effectively achieved for high priced hotels by increasing the response rate.

• Journal of KIISE:Software and Applications
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• v.37 no.12
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• pp.946-950
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• 2010

Many sentiment categorization systems based on machine learning methods use morphological analyzers in order to extract linguistic features from sentences. However, the morphological analyzers do not generally perform well in a customer review domain because online customer reviews include many spacing errors and spelling errors. These low performances of the underlying systems lead to performance decreases of the sentiment categorization systems. To resolve this problem, we propose a feature extraction method based on simple longest matching of Eojeol (a Korean spacing unit) and phoneme patterns. The two kinds of patterns are automatically constructed from a large amount of POS (part-of-speech) tagged corpus. Eojeol patterns consist of Eojeols including content words such as nouns and verbs. Phoneme patterns consist of leading consonant and vowel pairs of predicate words such as verbs and adjectives because spelling errors seldom occur in leading consonants and vowels. To evaluate the proposed method, we implemented a sentiment categorization system using a SVM (Support Vector Machine) as a machine learner. In the experiment with Korean customer reviews, the sentiment categorization system using the proposed method outperformed that using a morphological analyzer as a feature extractor.

• Information Systems Review
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• v.20 no.2
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• pp.111-137
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• 2018

Considering the increase in health insurance benefits and the elderly population of the baby boomer generation, the amount consumed by health care in 2020 is expected to account for 20% of US GDP. As the healthcare industry develops, competition among the medical services of hospitals intensifies, and the need of hospitals to manage the quality of medical services increases. In addition, interest in online reviews of hospitals has increased as online reviews have become a tool to predict hospital quality. Consumers tend to refer to online reviews even when choosing healthcare service providers and after evaluating service quality online. This study aims to analyze the effect of sentiment score of healthcare service quality on hospital rating with Yelp hospital reviews. This study classifies large amount of text data collected online primarily into five service quality measurement indexes of SERVQUAL theory. The sentiment scores of reviews are then derived by SERVQUAL dimensions, and an econometric analysis is conducted to determine the sentiment score effects of the five service quality dimensions on hospital reviews. Results shed light on the means of managing online hospital reputation to benefit managers in the healthcare and medical industry.

• The Journal of the Korea Contents Association
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• v.18 no.2
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• pp.81-91
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• 2018

A counterfeit product is a product that pretends to be a genuine product by pretending to be false. It can also be called a counterfeit product. This study attempts to investigate how such illegal floods of counterfeit goods affect online shopping consumers. In addition, the accessibility of various product reviews on the internet is increasing, and the product reviews are divided into positive and negative reviews, affecting the information that the customer has already, and the influence of the information acceptance on the purchase intention depending on the product involvement Respectively. Therefore, the focus of this study was to examine whether the information presentation about counterfeit products affects consumers' purchase intention, review direction (positive / negative), and involvement (high / low) control the information about counterfeit products. Therefore, this study has shown that it provides a marketing strategy to increase the intention to purchase products and products in online companies and stores in a situation where information about counterfeits is exposed to online consumers in China market.

• International Journal of Contents
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• v.6 no.4
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• pp.62-68
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• 2010

More and more researchers and practitioners in the field of e-commerce are paying attentions to the retention of online customers. However, only a few researches can be addressed in the context of internet shopping mall repurchase intention. This study aims at investigating and delineating the important characteristic factors which affect consumers' repurchase intentions by conducting an empirical analysis. In order to fulfill this purpose effectively, a comprehensive review of previous studies regarding information system success model was performed in order to render a stronger theoretical foundation for our study. Finally, based on the DeLone and McLean (2003) IS success model, information quality, system quality, service quality, customer satisfaction and repurchase intention were employed as five constructs in the research model and hypotheses on mutual relationships between these constructs were established accordingly. Structural equation modeling was employed to analyze the data collected from 204 internet shopping mall consumers in China. Our theoretical model exhibited a good fit with the observed data. The empirical results showed particularly strong support for the effects of information quality, service quality and user satisfaction. The findings of this research contributed to the extension of repurchase intention study in the context of Internet shopping malls. Our research also offered implications for practitioners in regards to devising internet shopping malls so as to increase consumers' repurchase intention to use these services.