Research Trend Analysis on Customer Satisfaction in Service Field Using BERTopic and LDA

• 영문명: Research Trend Analysis on Customer Satisfaction in Service Field Using BERTopic and LDA
• 발행기관: 국제융합경영학회
• 저자명: Woo-Ryeong YANG Hoe-Chang YANG
• 간행물 정보: 『융합경영연구』Vol.10 No.6, 27~37쪽, 전체 11쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2022.12.31

영문 초록

Purpose: The purpose of this study is to derive various ways to realize customer satisfaction for the development of the service industry by exploring research trends related to customer satisfaction, which is presented as an important goal in the service industry. Research design, data and methodology: To this end, 1,456 papers with English abstracts using scienceON were used for analysis. Using Python 3.7, word frequency and co-occurrence analysis were confirmed, and topics related to research trends were classified through BERTopic and LDA. Results: As a result of word frequency and co-occurrence frequency analysis, words such as quality, intention, and loyalty appeared frequently. As a result of BERTopic and LDA, 11 topics such as 'catering service' and 'brand justice' were derived. As a result of trend analysis, it was confirmed that ‘brand justice’ and ‘internet shopping’ are emerging as relatively important research topics, but CRM is less interested. Conclusions: The results of this study showed that the 7P marketing strategy is working to some extent. Therefore, it is proposed to conduct research related to acquisition of good customers through service price, customer lifetime value application, and customer segmentation that are expected to be needed for the development of the service industry.

목차

1. Introduction

2. Literature Review

3. Research Procedure

4. Empirical Analysis Results

5. Conclusions

References

키워드

Research Trend Service Field Customer Satisfaction BERTopic LDA