Twitter Presence of Jet Airways-Deriving Customer Insights Using Netnography and Wordclouds | Zendy

Vandana Ahuja | Zendy; Moonis Shakeel | Zendy

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Twitter Presence of Jet Airways-Deriving Customer Insights Using Netnography and Wordclouds

Author(s) -

Vandana Ahuja,

Moonis Shakeel

Publication year - 2017

Publication title -

procedia computer science

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.334

H-Index - 76

ISSN - 1877-0509

DOI - 10.1016/j.procs.2017.11.336

Subject(s) - computer science , netnography , visibility , identification (biology) , jet (fluid) , customer engagement , social media , data science , world wide web , physics , optics , botany , biology , thermodynamics

Companies are increasingly using Twitter for brand engagement and visibility. This manuscript focuses on identification of the content typologies being used by Jet Airways on Twitter to solicit Customer Engagement. This has been done, using a technique called Netnography. Subsequently, the manuscript proceeds to derive customer insights from the twitter page of Jet Airways, using wordclouds. The authors further attempt to generate an algorithm for Sentiment Analysis, using the tweets from the Jet Airways Twitter handle.

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