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Customer sentiment towards freebies in telecom sector: a social media mining approach

Author

Listed:
  • Suhel Ahmad
  • Alpana Srivastava
  • Seema Sharma

Abstract

Organisations rely heavily on social media for inferring customer's feedback and sentiments associated with their products or services. This study, using social media data and aims to find the sentiments associated with 'JIO', a new entrant among Indian cellular service providers. They initially offered all the services for free (freebies) to attract subscribers. Tweets were analysed using text mining techniques and 'R' statistical tool. The findings reveal that, despite 23% users of 'JIO' having a negative sentiment, the customer-base of service provider is continuously increasing, suggesting high inclination towards freebies. Further, some service parameters were negatively mentioned, pointing towards the need for improvement. The presence of a system bug was identified, of which the service provider was unaware otherwise. Future prospects include sentiment analysis of customers from other platforms. This is an independent work, conducted utilising text mining and results could be implemented to monitor and upgrade service quality.

Suggested Citation

  • Suhel Ahmad & Alpana Srivastava & Seema Sharma, 2021. "Customer sentiment towards freebies in telecom sector: a social media mining approach," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 38(2), pages 240-253.
    • Handle: RePEc:ids:ijbisy:v:38:y:2021:i:2:p:240-253
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