A Study on Customer Satisfaction Analysis of Public Institutions using Social Textmining

In this paper, the changes due to the 4 th Industrial Revolution will be more important in institutional and policy innovations than technological innovations. It is a little bit different from existing changes, economic growth and productivity increase because these innovations are becoming the core. When the importance of institutional and policy innovation increases, the role of public institutions will become more important. In such situation that the role of the public institution becomes the core and be more important, the effort is required to provide more effective and better service as well as information to customers by understanding how much the customers are satisfied with the service and information provided by each public institution. This study aims to suggest a new method for analyzing customer satisfaction through social text mining - a method that can be used together with supplementing the concern of customer satisfaction survey of public institutions which is currently being surveyed with questionnaire. By executing a kind of text mining emotional analysis of social text data left on SNS and homepage by people who used the services of each institution, it analyzes whether customers think of each institution is overall positive or negative.