Analysing Customer Engagement of Turkish Airlines Using Big Social Data

Fie Sternberg, Kasper Hedegaard Pedersen, Niklas Klve Ryelund, Raghava Rao Mukkamala, Ravi Vatrapu

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

Abstrakt

Companies started taking advantage of the unlocked potential of Big Social Data, however, research on airlines' use of social media is limited. This research aims to investigate to what extent Turkish Airlines can utilize their Facebook page to improve performance metrics. This study will exploit the concepts of Big Social Data, customer satisfaction, sentiment analysis to answer the research questions by employing data- and text mining, machine learning. The results showed a weak relationship between the business data and Facebook data, however, the findings provided explanations to customer behavior and showed that most of the company's Facebook users were likely to purchase a Turkish Airline ticket. Therefore, Turkish Airlines could utilize their Facebook page in the short-term to improve revenue-generating indicators such as customer satisfaction and likelihood of purchase.
OriginalsprogEngelsk
TitelProceedings of the 7th IEEE International Congress on Big Data : BigData Congress 2018
RedaktørerShadi Ibrahim, Isaac Triguero, Bingsheng He
Antal sider8
UdgivelsesstedLos Alamitos, CA
ForlagIEEE
Publikationsdato2018
Sider74-81
Artikelnummer8457733
ISBN (Trykt)9781538672334
ISBN (Elektronisk)9781538672327
DOI
StatusUdgivet - 2018
Begivenhed7th IEEE International Congress on Big Data. BigData Congress 2018 - San Francisco, USA
Varighed: 2 jul. 20187 jul. 2018
Konferencens nummer: 7
http://conferences.computer.org/bigdatacongress/2018/

Konference

Konference7th IEEE International Congress on Big Data. BigData Congress 2018
Nummer7
LandUSA
BySan Francisco
Periode02/07/201807/07/2018
Internetadresse

Bibliografisk note

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Emneord

  • Big social data
  • Facebook data
  • Text analytics

Citationsformater