스마트 홈 어플리케이션의 고객반응리뷰분석을 통한 기업별 서비스개선전략에 대한 연구 : 스마트 홈 사용성 가치의 기능적요소와 디자인적 요소 분류를 바탕으로 (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)

서지정보

· 발행기관 : 한국IT서비스학회
· 수록지 정보 : 한국IT서비스학회지 / 19권 / 4호 / 85 ~ 107페이지
· 저자명 : 허지연, 김민지, Cha, Kyung Jin

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.

영어초록

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.

참고자료

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