DISCOVERING CUSTOMER INSIGHT FROM TWITTER: THE CAESE OF INDIAN AIRLINE INDUSTRY

Abstract

This paper presents a study that uses Twitter to identify critical elements of customer service in the Indian airline industry. The goal of the study was to uncover customer opinions about services by monitoring and analyzing public Twitter commentaries. The purpose of this paper is to identify elements of customer service that provide positive experiences to customers as well as to identify service processed and features that require further investigation to ensure customer satisfaction and delightful experience. The sentiment analysis was done via analyzing 2000 publicly shared tweets to identify customer sentiments about services of top four Indian airline companies. By analyzing Twitter posts for their sentiment polarity crucial factors of customer service were identified that caused customer satisfaction, dissatisfaction as well as delight. Positive sentiments were linked mostly to on time flight, food, courteous cre. Negative sentiments revealed problems with usability of companies „web sites, flight delays, lost luggage and customer care