고객의 소리(VOC) 데이터를 활용한 서비스 처리 시간 예측방법

• 영문명: A Method of Predicting Service Time Based on Voice of Customer Data
• 발행기관: 한국IT서비스학회
• 저자명: 김정훈(Jeonghun Kim) 권오병(Ohbyung Kwon)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제15권 제1호, 197~210쪽, 전체 14쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2016.03.30

영문 초록

With the advent of text analytics, VOC (Voice of Customer) data become an important resource which provides the managers and marketing practitioners with consumer’s veiled opinion and requirements. In other words, making relevant use of VOC data potentially improves the customer responsiveness and satisfaction, each of which eventually improves business performance. However, unstructured data set such as customers’ complaints in VOC data have seldom used in marketing practices such as predicting service time as an index of service quality. Because the VOC data which contains unstructured data is too complicated form. Also that needs convert unstructured data from structure data which difficult process. Hence, this study aims to propose a prediction model to improve the estimation accuracy of the level of customer satisfaction by combining unstructured from textmining with structured data features in VOC. Also the relationship between the unstructured, structured data and service processing time through the regression analysis. Text mining techniques, sentiment analysis, keyword extraction, classification algorithms, decision tree and multiple regression are considered and compared. For the experiment, we used actual VOC data in a company.

목차

1. 서 론

2. 문헌 연구

3. 방법론

4. 실험 및 결과

5.결 론

키워드

Text mining VOC Unstructured Data Sentiment Analysis Classification Algorithm