Measuring and comparing service quality metrics through social media analytics: a case study

Wu He (), Xin Tian, Andy Hung, Vasudeva Akula and Weidong Zhang
Additional contact information
Wu He: Old Dominion University
Xin Tian: Old Dominion University
Andy Hung: Boise State University
Vasudeva Akula: VOZIQ Company
Weidong Zhang: Jilin University

Information Systems and e-Business Management, 2018, vol. 16, issue 3, No 4, 579-600

Abstract: Abstract This paper proposes a framework of using social media analytics to help study service quality. A case study was conducted to collect and analyze a data set which included nearly half million tweets related to two of the largest supermarkets in the United States: Walmart and Kmart. The results illustrate how businesses can leverage external open data to complement the traditional survey-based approaches in order to better understand and measure their service quality metrics by studying the online opinions of their customers.

Keywords: Social media analytics; Sentiment analysis; Service quality (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://link.springer.com/10.1007/s10257-017-0360-0 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:infsem:v:16:y:2018:i:3:d:10.1007_s10257-017-0360-0

Ordering information: This journal article can be ordered from
http://www.springer. ... ystems/journal/10257

DOI: 10.1007/s10257-017-0360-0

Access Statistics for this article

Information Systems and e-Business Management is currently edited by Jörg Becker and Michael J. Shaw

More articles in Information Systems and e-Business Management from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().