인문학
사회과학
자연과학
공학
의약학
농수해양학
예술체육학
복합학
DBpia AI
AI 에이전트
AI 아이디어
AI 리더
AI 뷰어
Citeasy
크롬 서지관리 다운로드
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술대회자료
- 저자정보
- 발행연도
- 2018.11
- 수록면
- 272 - 272 (1page)
이용수
초록· 키워드
The purpose of this study is 1) to determine what complaints that customers have in their use of the accommodation reservation service and 2) to suggest how to improve the service to address that complaint. In recent years, due to increasing the frequency of oversea trips, the frequency in use of accommodation reservation services has also increased significantly. Nevertheless, these services have failed to properly reflect the needs of customers, so given rise to customer complaints. To address this problem, this study utilized customer reviews which contain the various user experiences of the service. First, the service process was identified based on the customer reviews on the accommodation reservation site, and a service blueprint was constructed by identified service process. Then, the keywords of the reviews were extracted and the sentimental analysis was conducted to identify customer complaints and the degree of them. This result was utilized to determine the failure points of the service blueprint which can also reflect the influence of support process. Lastly, the improvement plan was established by exploring other similar services which user exp ... 전체 초록 보기
#Accommodation reservation service
#Service blueprint
#Sentimental analysis
#Keyword analysis
#Customer review
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