A study on analysis of reputation and service quality for goods using social big data Bae Sung-Hwan1, Park Sang-Kil1, Park Jae-Pyo2, Lee Jong-Hee2,* 1Department of IT Policy Management, Soongsil University, Seoul, 07027, Republic of Korea 2Department of Information Security, Soongsil University, Seoul, 07027, Republic of Korea *Corresponding Author: Jong-Hee Lee, Ph. D Department of Information Security, Soongsil University, Korea Email: aladdincon@naver.com
Online published on 16 October, 2018. Abstract The recent advancement of smart devices and information technology is leading to an explosive growth of the amount of information distributed through the SNS (Social Network Service), such as Twitter, Facebook, and Instagram. The Social Big Data includes the constantly changing consumer opinions within the quickly changing market structure and fierce competition, and it can signpost for the efficient management index orientation. Also, as the interest of social big data is increasing, the importance of manufacturer service quality is also emphasized. High service quality directly leads to an increased competitiveness of a manufacturer. This study aimed to determine the basic materials for the assessment of the current status through the analysis of manufacturer service quality using the social big data. We tried to identify the factors that determine the manufacturer service quality, and understand how each factor affect the user satisfaction, to draw the correlation between the factors that determine the service quality and the user satisfaction. It is expected that the analysis methods and the findings of this study will serve as a practical guide and reference that could be directly applied not only to the automobile manufacturers, but also in other businesses. Top Keywords Service Quality, SNS, Social Big Data, Customer, Goods, Reputation. Top |