스마트 장기요양 애플리케이션의 사용자 만족도 개선방안 도출

• 영문명: User Satisfaction Enhancement of ‘Smart Long-Term Care’ Mobile Application: In-depth Interview and Topic Modeling
• 발행기관: 한국IT서비스학회
• 저자명: 홍서의(Seoeui Hong) 안재영(Jaeyoung An) 권영심(Youngshim Kwon)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제21권 제1호, 163~179쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2022.02.28

영문 초록

Two dominant phenomena in modern world; population ageing and digitalization, have led public sector organizations to heavily rely on B2C(Business-to-Consumer) mobile applications. Yet, fatal concerns and complaints have often been raised by the mobile application users, notably from social welfare sector. With the continual expansion of digital landscape as well as the growth of life expectancy, usage of mobile applications has become prevalent across the stakeholders involved in social welfare sector. ‘Smart Long-Term Care (SLTC)’, inter alia, is a primary example of such mobile applications, designed to support Long-Term Residential Care (LTRC) service. The main goal of SLTC is to serve more convenient and practical LTRC service for both caregivers and care receivers. To examine user satisfaction of SLTC mobile application, this study investigates existing challenges and means to improve user satisfaction. Hence, we conducted this study using two methods: in-depth interview and topic modeling. Interestingly, two research outcomes commonly indicated that 5 factors (stability, accessibility, usefulness, responsiveness, and ease of use) were found significant in affecting user satisfaction of SLTC. Our findings suggest that the aforementioned factors can be seen as potential causes of the genuinely low user satisfaction. Eventually, this work will be a stepping-stone to elevate the overall quality level of LTRC service along with the user satisfaction degree of SLTC mobile application.

목차

1. 서론

2. 이론적 배경

3. 연구방법

4. 연구결과

5. 결과 토의

6. 결론

키워드

‘Smart Long-Term Care’ Mobile Application In-depth Interview Long-Term Residential Care Service User Satisfaction Topic Modeling