Abstract
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.
Originalsprog | Engelsk |
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Titel | Proceedings of the 7th IEEE International Congress on Big Data : BigData Congress 2018 |
Redaktører | Shadi Ibrahim, Isaac Triguero, Bingsheng He |
Antal sider | 8 |
Udgivelsessted | Los Alamitos, CA |
Forlag | IEEE |
Publikationsdato | 2018 |
Sider | 74-81 |
Artikelnummer | 8457733 |
ISBN (Trykt) | 9781538672334 |
ISBN (Elektronisk) | 9781538672327 |
DOI | |
Status | Udgivet - 2018 |
Begivenhed | 7th IEEE International Congress on Big Data. BigData Congress 2018 - San Francisco, USA Varighed: 2 jul. 2018 → 7 jul. 2018 Konferencens nummer: 7 http://conferences.computer.org/bigdatacongress/2018/ |
Konference
Konference | 7th IEEE International Congress on Big Data. BigData Congress 2018 |
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Nummer | 7 |
Land/Område | USA |
By | San Francisco |
Periode | 02/07/2018 → 07/07/2018 |
Internetadresse |
Emneord
- Big social data
- Facebook data
- Text analytics