초록 열기/닫기 버튼
The purpose of this study was to explore customer perceptions and impressions of dawn delivery services. Using big data from Naver blog posts, 11,048 texts were analyzed to predict customer emotions and satisfaction through keywords such as product, purchase, delivery, utilization, and price. The results of the association analysis found these factors to have a positive impact on customer emotions. Furthermore, the results provide insight on customer emotions related to specific brands of Korean dawn delivery services specifically Market Kurly, Coupang, and SSG. The findings identify areas of customer satisfaction and dissatisfaction for leading early morning delivery services. Specifically, Market Kurly and Coupang seemed to posses strong discounting systems, while SSG excelled in its refunding procedure. In addition, the level of information implemented by Market Kurly was found to play a negative role in customers’ emotions.
