1.Department of Information Technology and Decision Sciences,Old Dominion University,Norfolk,USA;2.Boise State University,Boise,USA;3.VOZIQ Company,Reston,USA;4.School of Management,Jilin University,Changchun,China
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.