IDEAS home Printed from https://ideas.repec.org/a/spr/infsem/v16y2018i3d10.1007_s10257-017-0360-0.html
   My bibliography  Save this article

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

Author

Listed:
  • Wu He

    (Old Dominion University)

  • Xin Tian

    (Old Dominion University)

  • Andy Hung

    (Boise State University)

  • Vasudeva Akula

    (VOZIQ Company)

  • Weidong Zhang

    (Jilin University)

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.

Suggested Citation

  • Wu He & Xin Tian & Andy Hung & Vasudeva Akula & Weidong Zhang, 2018. "Measuring and comparing service quality metrics through social media analytics: a case study," Information Systems and e-Business Management, Springer, vol. 16(3), pages 579-600, August.
    • Handle: RePEc:spr:infsem:v:16:y:2018:i:3:d:10.1007_s10257-017-0360-0
    DOI: 10.1007/s10257-017-0360-0
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10257-017-0360-0
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10257-017-0360-0?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Mike Thelwall & Kevan Buckley & Georgios Paltoglou, 2011. "Sentiment in Twitter events," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 62(2), pages 406-418, February.
    2. Olgun Kitapci & Ibrahim Taylan Dortyol & Zührem Yaman & Mustafa Gulmez, 2013. "The paths from service quality dimensions to customer loyalty," Management Research Review, Emerald Group Publishing Limited, vol. 36(3), pages 239-255, March.
    3. Thaichon, Paramaporn & Lobo, Antonio & Prentice, Catherine & Quach, Thu Nguyen, 2014. "The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1047-1058.
    4. Mike Thelwall & Kevan Buckley & Georgios Paltoglou, 2011. "Sentiment in Twitter events," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 62(2), pages 406-418, February.
    5. A Mukherjee & P Nath & M Pal, 2003. "Resource, service quality and performance triad: a framework for measuring efficiency of banking services," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(7), pages 723-735, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sanaz Ghorbanloo & Sajjad Shokouhyar, 2023. "Consumers' attitude footprint on sustainable development in developed and developing countries: a case study in the electronic industry," Operations Management Research, Springer, vol. 16(3), pages 1444-1475, September.
    2. Zachlod, Cécile & Samuel, Olga & Ochsner, Andrea & Werthmüller, Sarah, 2022. "Analytics of social media data – State of characteristics and application," Journal of Business Research, Elsevier, vol. 144(C), pages 1064-1076.
    3. Seddigh, Mohammad Reza & Targholizadeh, Aida & Shokouhyar, Sajjad & Shokoohyar, Sina, 2023. "Social media and expert analysis cast light on the mechanisms of underlying problems in pharmaceutical supply chain: An exploratory approach," Technological Forecasting and Social Change, Elsevier, vol. 191(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ma, Jie & Tse, Ying Kei & Wang, Xiaojun & Zhang, Minhao, 2019. "Examining customer perception and behaviour through social media research – An empirical study of the United Airlines overbooking crisis," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 127(C), pages 192-205.
    2. Luis-Millán González & José Devís-Devís & Maite Pellicer-Chenoll & Miquel Pans & Alberto Pardo-Ibañez & Xavier García-Massó & Fernanda Peset & Fernanda Garzón-Farinós & Víctor Pérez-Samaniego, 2021. "The Impact of COVID-19 on Sport in Twitter: A Quantitative and Qualitative Content Analysis," IJERPH, MDPI, vol. 18(9), pages 1-20, April.
    3. Karin Sim Smith & Richard McCreadie & Craig Macdonald & Iadh Ounis, 2018. "Regional Sentiment Bias in Social Media Reporting During Crises," Information Systems Frontiers, Springer, vol. 20(5), pages 1013-1025, October.
    4. Beatriz Barros & Ana Fernández-Zubieta & Raul Fidalgo-Merino & Francisco Triguero, 2018. "Scientific knowledge percolation process and social impact: A case study on the biotechnology and microbiology perceptions on Twitter," Science and Public Policy, Oxford University Press, vol. 45(6), pages 804-814.
    5. Thomas T. Hills & Eugenio Proto & Daniel Sgroi & Chanuki Illushka Seresinhe, 2019. "Historical analysis of national subjective wellbeing using millions of digitized books," Nature Human Behaviour, Nature, vol. 3(12), pages 1271-1275, December.
    6. Ping-Yu Hsu & Hong-Tsuen Lei & Shih-Hsiang Huang & Teng Hao Liao & Yao-Chung Lo & Chin-Chun Lo, 2019. "Effects of sentiment on recommendations in social network," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(2), pages 253-262, June.
    7. Neu, Dean & Saxton, Greg & Rahaman, Abu & Everett, Jeffery, 2019. "Twitter and social accountability: Reactions to the Panama Papers," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 61(C), pages 38-53.
    8. Herbst, Chris M. & Desouza, Kevin C. & Alashri, Saud & Kandala, Srinivasa Srivatsav & Khullar, Mayank & Bajaj, Vikash, 2018. "What Do Parents Value in a Child Care Provider? Evidence from Yelp Consumer Reviews," IZA Discussion Papers 11741, Institute of Labor Economics (IZA).
    9. Zavala, Araceli & Ramirez-Marquez, Jose Emmanuel, 2019. "Visual analytics for identifying product disruptions and effects via social media," International Journal of Production Economics, Elsevier, vol. 208(C), pages 544-559.
    10. Mohammad Masoud Rahimi & Elham Naghizade & Mark Stevenson & Stephan Winter, 2023. "SentiHawkes: a sentiment-aware Hawkes point process to model service quality of public transport using Twitter data," Public Transport, Springer, vol. 15(2), pages 343-376, June.
    11. Simone Pizzi & Sara Moggi & Fabio Caputo & Pierfelice Rosato, 2021. "Social media as stakeholder engagement tool: CSR communication failure in the oil and gas sector," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(2), pages 849-859, March.
    12. Liwen Vaughan, 2016. "Uncovering information from social media hyperlinks: An investigation of twitter," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 67(5), pages 1105-1120, May.
    13. Chae, Bongsug (Kevin), 2015. "Insights from hashtag #supplychain and Twitter Analytics: Considering Twitter and Twitter data for supply chain practice and research," International Journal of Production Economics, Elsevier, vol. 165(C), pages 247-259.
    14. Heleen Brans & Bert Scholtens, 2020. "Under his thumb the effect of president Donald Trump’s Twitter messages on the US stock market," PLOS ONE, Public Library of Science, vol. 15(3), pages 1-11, March.
    15. Oleg S. Nagornyy & Olessia Y. Koltsova, 2017. "Mining Media Topics Perceived as Social Problems by Online Audiences: Use of a Data Mining Approach in Sociology," HSE Working papers WP BRP 74/SOC/2017, National Research University Higher School of Economics.
    16. Hong-Hee Won & Woojae Myung & Gil-Young Song & Won-Hee Lee & Jong-Won Kim & Bernard J Carroll & Doh Kwan Kim, 2013. "Predicting National Suicide Numbers with Social Media Data," PLOS ONE, Public Library of Science, vol. 8(4), pages 1-6, April.
    17. Chien-Chiang Lee & Mei-Ping Chen & Yi-Ting Peng, 2021. "Tourism development and happiness: International evidence," Tourism Economics, , vol. 27(5), pages 1101-1136, August.
    18. Daniel E. O'Leary, 2015. "Twitter Mining for Discovery, Prediction and Causality: Applications and Methodologies," Intelligent Systems in Accounting, Finance and Management, John Wiley & Sons, Ltd., vol. 22(3), pages 227-247, July.
    19. Deepa Mishra & Angappa Gunasekaran & Thanos Papadopoulos & Stephen J. Childe, 2018. "Big Data and supply chain management: a review and bibliometric analysis," Annals of Operations Research, Springer, vol. 270(1), pages 313-336, November.
    20. Li, Xianghua & Wang, Zhen & Gao, Chao & Shi, Lei, 2017. "Reasoning human emotional responses from large-scale social and public media," Applied Mathematics and Computation, Elsevier, vol. 310(C), pages 182-193.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:infsem:v:16:y:2018:i:3:d:10.1007_s10257-017-0360-0. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.