빅데이터 기반 공항서비스 만족도 분석 ; A Study on Big data-based Airport Service Satisfaction Analysis : Focusing on the VOC(Voice of Customer) ; 고객의 소리(VOC) 분석을 중심으로

Recently, in the airport industry, the surrounding competitive airports are making bold investments in expanding facilities, and preemptively introducing advanced smart systems based on IOT, AI, and Big Data. Therefore, it is expected to be very difficult that Incheon International Airport, which has geopolitical risks of the Korean peninsula, will secure a comparative advantage in competitiveness with the world's leading airports in terms of facility size and number of passengers. In this research, the service dissatisfaction factors were identified to secure the service competitiveness of Incheon International Airport. And the big data analysis of VOC(Voice of Customer) was conducted for the mixed method study on the factors affecting customer satisfaction to establish service improvement and recovery strategy for customer satisfaction according to dissatisfaction factors First, text frequency analysis and topic analysis were conducted to identify customer dissatisfaction factors, and then the comparative analysis on big data analysis and the results of actual customer satisfaction survey were performed. The purpose of this study is to reaffirm the factors affecting service quality that are common, and to derive new issues related to service quality that have not been confirmed in the existing research. The research questions of this study are as follows. 1. What are the main keywords and topics of VOC contents in the last five years? 2. How have the major topics changed over time over the last five years, and what are the topics that increase interest and decrease interest? 3. What are positive and negative keywords of VOC contents in the last 5 years through the emotional analysis results of the entire document? 4. What are the similarities and differences between the VOC big data analysis and actual customer satisfaction scores? First, In order to collect and analyze the data related to inconvenience and dissatisfaction of Incheon International Airport passengers, about 33,000 customer complaints data ...