Information Systems and e-Business Management

, Volume 16, Issue 3, pp 579–600 | Cite as

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

  • Wu HeEmail author
  • Xin Tian
  • Andy Hung
  • Vasudeva Akula
  • Weidong Zhang
Original Article


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.


Social media analytics Sentiment analysis Service quality 


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Copyright information

© Springer-Verlag GmbH Germany 2017

Authors and Affiliations

  • Wu He
    • 1
    Email author
  • Xin Tian
    • 1
  • Andy Hung
    • 2
  • Vasudeva Akula
    • 3
  • Weidong Zhang
    • 4
  1. 1.Department of Information Technology and Decision SciencesOld Dominion UniversityNorfolkUSA
  2. 2.Boise State UniversityBoiseUSA
  3. 3.VOZIQ CompanyRestonUSA
  4. 4.School of ManagementJilin UniversityChangchunChina

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