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Analysis of Customer Satisfaction on the Stiffness of Automobiles outside Panels
Ilsun Rhiu,Taebeum Ryu,Byungki Jin,Myung Hwan Yun 대한인간공학회 2011 대한인간공학회 학술대회논문집 Vol.2011 No.5
Objective: The purpose of this study is to analyze customers' satisfaction for the stiffness of outside panels of passenger cars. Background: The affective quality of passenger vehicles such as the look and feel as well as functional performance is becoming important factor in customers' purchase decision. Many affective engineering studies on automobiles have focused on the visual design characteristics of interior and exterior parts. But few studies exist focusing on the tactile feeling of the stiffness of outside panels. Method: Including 'satisfaction', four affective variables were selected for rating affection of outside panel stiffness. About fifty customers evaluated the hood and trunk lid of nine midsize passenger cars with a developed questionnaire in the study. The stiffness of the hood and trunk lid for the nine vehicles was measured using stress-strain curves. Results: It was found that customers were more satisfied as the slope of the stress-strain curves increased, and the decrease at a point in the curve had negative effects. Conclusion: In this study, the levels of satisfaction of outside panel stiffness were grouped by stress-strain curves, and it is likely that the affective quality of outside panel stiffness can be controlled by them. Application: With the results of this study, the designers of outside panels are able to know how to make the stress-strain curves of panels for the desired level of satisfaction. And it is expected that customers' satisfaction for stiffness of outside panel can be conceptualized more clearly.
An Analysis of User Experience of Smartphones utilizing Social Media Data
Ilsun Rhiu,Sung Hee Ahn,Wonjoon Kim,Ye Lim Rhie,Gee Won Shin,Myung Hwan Yun 대한인간공학회 2015 대한인간공학회 학술대회논문집 Vol.2015 No.10
Objective: This study aims to analyze and categorize user experience of smartphones by utilizing social media data (Twitter). Background: Observing user experience is critical in identifying users’ implicit needs. Previous studies on observation techniques have mainly been conducted in forced and artificial environments. So far, it was difficult to observe user’s behavior in natural context. Social media (e.g. Facebook, MySpace, Twitter, etc.) can be helpful for observing variant and natural UX with users’ words. It is a potentially valuable source of data that can be used to delve into the thoughts of millions of people. Method: In this study, to gather user experience of smart product, techniques that mining external data (e.g., twitter and blog) were used. From the mined external data, user experiences were categorized according to the product smartness and identify the relationship between the product smartness and positive/negative experiences. Results: A total of 19,288 tweets including ‘smartphone’ were collected from 2014.06.01 ~ 2014.08.31. Among them, a total of 699 tweets are actually related to user experiences of smartphones. The collected tweets were categorized according to the dimension of product smartness and the reason of user’s emotion. According to the results, there were many positive experiences for all of dimensions, but there were negative experiences only for multi-functionality and connectivity. Conclusion: The study suggested that a mining technique can be used to gather and analyze user experience effectively and quantitatively without bias. Application: It is expected that the proposed method could be helpful for understanding user’s implicit needs on the products.
Exploring the Relationship between Idea Quality and Satisfaction on New Ideas for Smart Products
Ilsun Rhiu,Myung Hwan Yun 대한산업공학회 2019 Industrial Engineeering & Management Systems Vol.18 No.2
Many firms have been struggling with selecting optimal new ideas and evaluating various new ideas of smart products or services which may satisfy users enough. This study aims to understand the idea quality dimensions and how these affect the overall satisfaction in regards to new smart product ideas. Thus, a research model for exploring the relationship between idea quality dimensions and overall satisfaction was developed. This study was conducted on eighteen new ideas of smart products which were developed by researchers and practitioners. The evaluation was conducted among 51 participants. The findings partly support the research model and confirm that idea quality dimensions are influencing factors in satisfaction for new smart product ideas. ‘Relevance’ and ‘Attractiveness’ have significant positive influence on overall satisfaction of new smart products ideas. But, ‘Workability’ has no significant influence on overall satisfaction. The research advances the understanding of the effect of idea quality on overall satisfaction for smart product ideas.
A Diary-based Observation Technique in Context Analysis
Ilsun Rhiu,Ye Lim Rhie,Myung Hwan Yun 대한인간공학회 2013 대한인간공학회 학술대회논문집 Vol.2013 No.10
Objective: This study aims to observe user’s experience longitudinally in a natural context of use by using DRM (Day Reconstruction Method). Background: DRM is an observation technique that periodically surveys user’s experience and evaluates it systemically. Observing user’s behavior is critical in identifying users’ implicit needs. Previous studies on observation techniques have mainly been conducted in forced and artificial environments. So far, it was difficult to observe user’s behavior in natural context. Method: In this study, in addition to emotions collected by existing DRM, we also investigated contextual information using structured questionnaires. Each questionnaire was conducted for one episode which is composed of specific actions that are taken, context of each episode, and detailed description of mood and emotion at that time of episode occurrence with detailed reason. Results: For a case study, DRM for TV-viewing was conducted. As a result, users showed different TV-viewing behaviors depending on the day of the week. DRM also showed that users typically did not use the majority of the technical functions provided by the modern TV sets popularly used today. Moreover, we figured out that many secondary tasks were conducted concurrently together with TV-viewing. Conclusion: The study suggested that a diary-based observation technique proposed in this paper can be used to analyze the context efficiently and quantitatively without bias. Application: It is expected that the proposed method could be helpful for understanding user’s implicit needs on the products.