스마트 홈 어플리케이션의 고객반응리뷰분석을 통한 기업별 서비스개선전략에 대한 연구

• 영문명: A Study on the Service Improvement Strategies by Enterprise through the Analysis of Customer Response Reviews in Smart Home Applications : Based on the Classification of Functional Elements and Design Elements of smart Home Usability Values
• 발행기관: 한국IT서비스학회
• 저자명: 허지연(Ji Yeon Heo) 김민지(Min Ji Kim) 차경진(Kyung Jin Cha)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제19권 제4호, 85~107쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2020.08.31

영문 초록

The Internet of Things market, a technology that connects the Internet to various things, is growing day by day. Besides, various smart home services using IoT and AI (Artificial Intelligence) are being launched in homes. Related to this, existing smart home-related studies focus primarily on ICT technology, not on what service improvements should be made in customer positions. In this study, we will use smart home application customer review data to classify functional and design elements of smart home usability value and examine the ways customers think of service improvement. For this, LG Electronics and Samsung Electronics Smart Home application, the main provider of Smart Home in Korea, customer reviews were crawled to conduct a comparative analysis between them. In this study, the review of IoT home-applications was analyzed to find service improvement insights from customer perspective, and related analysis of text mining, social network analysis and Doc2vec was used to efficiently analyze data equivalent to about 16,000 user reviews. Through this research, we hope that related companies effectively seek ways to improve smart home services that reflect customer needs and are expected to help them establish competitive strategies by identifying weaknesses and strengths among competitors.

목차

1. 서 론

2. 선행연구

3. 연구방법

4. 연구 결과

5. 결 론

참고문헌

키워드

Smart Home Customer Review Data Text Mining SNA Doc2Vec Application Functional Element Application Design Element Competitive Strategy