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http://dx.doi.org/10.6109/jkiice.2015.19.10.2241

A Study on the Evaluation of Travel Agency using Social Big Data  

Kong, Hyo-Soon (Dept. of Hotel Management, Namseoul University)
Song, Eun-Jee (Dept. of Computer Science, Namseoul University)
Kang, Min-Shik (Dept. of Computer Science, Namseoul University)
Publication Information
Journal of the Korea Institute of Information and Communication Engineering / v.19, no.10, 2015 , pp. 2241-2246 More about this Journal
Abstract
Recently for efficient management, companies have collected and investigated information about customers' feedback by using a system that analyzes big data from social media. This paper proposes more accurate and efficient evaluation method of collecting and investigating customers' feedback using social big data for travel agency, which is representative company of hospitality industry. First, it designs service model and, as a test-bed, analyzes media channel, customer satisfaction, and brand-image etc. of big 5 travel agencies in Korea. In addition, we suggest an analysis result of evaluating preference with positive rate and negative rate by proposed evaluation method. It allows a travel agency to know which area should be improved corresponding to evaluation item; thus, suggested evaluation method is effective to manage customers even more efficiently.
Keywords
Social media; Big Data; Travel Agency; Customer feedback; Buzz Monitoring System;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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