배달 서비스 플랫폼의 가치공동파괴와 회복에 관한 연구

Abstract

This study aimed to identify common value co-destruction factors in the delivery app industry by utilizing text mining-based sentiment analysis and CONCOR analysis. To achieve this, the study analyzed 2,160 reviews of Baedal Minjok's app, with Textom used for sentiment analysis and CONCOR analysis performed using Netminer 4.0. The results of the study identified several common value co-destruction factors in the delivery app industry. The first category of factors included “policy,” “increase,” and “point,” while the second category included “confirmation,” “card,” and “company.” The third category of value co-destruction factors included “Cancellation,” “Address,” “Authentication,” and “Delivery Fee,” among others. Finally, the study also identified “Member,” “Discount,” and “Service” as additional value co-destruction factors. The implications of this study are significant as it provides a deeper understanding of the factors that contribute to service failure in the delivery app industry. By identifying these value co-destruction factors businesses in this industry can develop effective strategies for service recovery and improvement. However it is important to note that the study's findings may be limited due to the potential shared destruction of values resulting from interactions within the delivery app platform. Future studies could seek to identify value co-destructive factors recognized by each object in the service process which may provide further insights into the factors contributing to service failure in the delivery app industry.