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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2022.12
- 수록면
- 27 - 37 (11page)
- DOI
- 10.20482/jemm.2022.10.6.27
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초록· 키워드
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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.
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