Title

Measuring and Comparing Service Quality Metrics Through Social Media Analytics: A Case Study

Document Type

Article

Publication Date

8-2018

DOI

http://dx.doi.org/10.1007/s10257-017-0360-0

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.

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