Measuring and Comparing Service Quality Metrics Through Social Media Analytics: A Case Study
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.
He, Wu; Tian, Xin; Hung, Andy; Akula, Vasudeva; and Zhang, Weidong. (2018). "Measuring and Comparing Service Quality Metrics Through Social Media Analytics: A Case Study". Information Systems and E-Business Management, 16(3), 579-600.