Çѱ¹Á¤º¸Åë½ÅÇÐȸ ³í¹®Áö (Journal of the Korea Institute of Information and Communication Engineering)
ÇѱÛÁ¦¸ñ(Korean Title) |
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¿µ¹®Á¦¸ñ(English Title) |
A Study on the Evaluation of Travel Agency using Social Big Data |
ÀúÀÚ(Author) |
°øÈ¿¼ø
¼ÛÀºÁö
°¹Î½Ä
Hyo-Soon Kong
Eun-Jee Song
Min-Shik Kang
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¿ø¹®¼ö·Ïó(Citation) |
VOL 19 NO. 10 PP. 2241 ~ 2246 (2015. 10) |
Çѱ۳»¿ë (Korean Abstract) |
ÃÖ±Ù ±â¾÷µéÀº È¿À²ÀûÀÎ °æ¿µÀ» À§ÇØ ¼Ò¼È ¹Ìµð¾î»óÀÇ ºò µ¥ÀÌÅ͸¦ ºÐ¼®ÇÏ´Â ½Ã½ºÅÛÀ» ÀÌ¿ëÇÏ¿© °í°´Çǵå¹é¿¡ °üÇÑ Á¤º¸¸¦ ¼öÁýÇÏ°í ºÐ¼®ÇÏ°í ÀÖ´Ù. ¼Ò¼È ¹Ìµð¾î»ó¿¡´Â ½Ç½Ã°£À¸·Î ÀÚ¹ßÀûÀÎ °í°´ÀÇ ÀÇ°ßµéÀÌ ´ë·® Æ÷ÇԵǾî ÀÖ¾î °í°´ Çǵå¹éÀ» ÆľÇÇÒ ¼ö ÀÖ´Â ¹æ¹ýÀ¸·Î ¼Ò¼È ºò µ¥ÀÌÅ͸¦ ÀÌ¿ëÇÏ´Â °ÍÀÌ ¸Å¿ì È¿À²Àû ÀÌ´Ù. º» ³í¹®¿¡¼´Â °ü±¤¼ºñ½º »ê¾÷ÀÇ ´ëÇ¥±â¾÷ÀÎ ¿©Çà»ç¿¡ °üÇØ ¼Ò¼È ¹Ìµð¾î »óÀÇ ºò µ¥ÀÌÅ͸¦ ÀÌ¿ëÇÏ¿© º¸´Ù Á¤È®ÇÏ°í È¿À²ÀûÀÎ °í°´Çǵå¹é Á¤º¸¼öÁý°ú ºÐ¼®ÀÌ °¡´ÉÇÑ Æò°¡¹æ¾ÈÀ» Á¦¾ÈÇÑ´Ù. ±×°ÍÀ» À§ÇØ ¿ì¼± ¼ºñ½º ¸ðµ¨À» ¼³°èÇÏ°í ±¸ÃàÇÏ°í Å×½ºÆ® º£µå·Î¼ ±¹³» ÃÖ´ë ±Ô¸ðÀÇ ¿©Çà»ç¸¦ Áß½ÉÀ¸·Î ºò5 ¿©Çà»ç¿¡ ´ëÇØ ¹Ìµð¾î ä³Î, ¼ÒºñÀÚ ¸¸Á·µµ , ºê·£µå À̹ÌÁö µîÀ» ºÐ¼®ÇÑ´Ù. ¶ÇÇÑ ±àÁ¤Áö¼ö¿Í ºÎÁ¤Áö¼ö·Î È£°¨µµ¸¦ Æò°¡ÇÏ¿© ºñ±³ºÐ¼®ÇÑ °á°ú¸¦ Á¦½ÃÇÑ´Ù. Æò°¡Ç׸ñ¿¡ µû¶ó °³¼±ÇØ¾ß µÇ´Â ºÐ¾ß¸¦ ¾Ë ¼ö ÀÖ¾î Á¦¾ÈÇÑ Æò°¡¹æ¹ýÀº ÇØ´ç ¿©Çà»ç°¡ º¸´Ù È¿À²ÀûÀ¸·Î °í°´À» °ü¸®Çϴµ¥ È¿°úÀûÀÓÀ» ¾Ë ¼ö ÀÖ´Ù.
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¿µ¹®³»¿ë (English Abstract) |
Recently for efficient management, companies have collected and investigated information about customers¡¯ feedback by using a system that analyzes big data from social media. This paper proposes more accurate and efficient evaluation method of collecting and investigating customers¡¯ feedback using social big data for travel agency, which is representative company of hospitality industry. First, it designs service model and, as a test-bed, analyzes media channel, customer satisfaction, and brand-image etc. of big 5 travel agencies in Korea. In addition, we suggest an analysis result of evaluating preference with positive rate and negative rate by proposed evaluation method. It allows a travel agency to know which area should be improved corresponding to evaluation item; thus, suggested evaluation method is effective to manage customers even more efficiently.
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Å°¿öµå(Keyword) |
¼Ò¼È ¹Ìµð¾î
ºòµ¥ÀÌÅÍ
¿©Çà»ç
°í°´Çǵå¹é
¹öÁî¸ð´ÏÅ͸µ ½Ã½ºÅÛ
Social media
Big Data
Travel Agency
Customer feedback
Buzz Monitoring System
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ÆÄÀÏ÷ºÎ |
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