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

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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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Authors and Affiliations

  1. Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, VA, 23529, USA

    Wu He & Xin Tian

  2. Boise State University, Boise, ID, USA

    Andy Hung

  3. VOZIQ Company, Reston, VA, USA

    Vasudeva Akula

  4. School of Management, Jilin University, Changchun, Jilin, China

    Weidong Zhang

Authors
  1. Wu He
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  2. Xin Tian
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  3. Andy Hung
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  4. Vasudeva Akula
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  5. Weidong Zhang
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Correspondence to Wu He.

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He, W., Tian, X., Hung, A. et al. Measuring and comparing service quality metrics through social media analytics: a case study. Inf Syst E-Bus Manage 16, 579–600 (2018). https://doi.org/10.1007/s10257-017-0360-0

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  • DOI: https://doi.org/10.1007/s10257-017-0360-0

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