Changi Airport in Social Media - Analytics Research
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Transcript of Changi Airport in Social Media - Analytics Research
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CHANGIAIRPORTINSOCIALMEDIA
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TableofcontentsResearchSummary...................................................................................................................................................................................3ExecutiveSummary...................................................................................................................................................................................4BuzzDynamics&KeyTopics.....................................................................................................................................................................5BuzzDistributionbyMediaTypes[Reviews]............................................................................................................................................6SentimentDistributionbyTopSources[Reviews]....................................................................................................................................7SentimentDistributionbyCategories[Reviews]......................................................................................................................................8Sentiment[Reviews].................................................................................................................................................................................9FactorAnalysis........................................................................................................................................................................................10TOPFactors.............................................................................................................................................................................................14Positive/NegativeReferencesbyFactors[GeneralFactors].................................................................................................................15Positive/NegativeReferencesbyFactors[ConstructionSpec].............................................................................................................16Positive/NegativeReferencesbyFactors[ServiceSpec].......................................................................................................................17Positive/NegativeReferencesbyFactors[Restaurants/Transport/Hotels/Shopping]....................................................................18TOPSources[Reviews]............................................................................................................................................................................19TOPAuthors[Reviews]............................................................................................................................................................................20Categories[Reviews]...............................................................................................................................................................................21
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ResearchSummaryAnalyzeChangiAirportmentionsinmainstreamandsocialmedia(qualitativeandquantitativeanalysis).
Objects,FieldofResearch
Objects MediaTypes period Geography
Blogs&Forums September08–14,2016
Singapore
Microbloggs(Twitter)
SocialNetworks(VKontakte,FaceBook)
Othercountries
Presentation
Video(YouTube,Vimeo)
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ExecutiveSummary
Thementioningofairport is featuredbythedominationofpositivereviews.260positiveand30negativecommentsweretracked.ThemajorityofpositivecontextsareconnectedtopromotionsandcontestsfromthecompanyincludingtheChangiBrandsMania.
Commentswithsentimentmakeup10%ofthetotalarrayofmentionsabouttheairportduringtheresearchperiod.ThecommentswithsentimentaremostlyfocusedonTwitterandonsocialnetworks.Thedetailedanalysisofevaluativementionsshowsthedominationofthefactorsthatareconnectedtothesubjectiveexpressionofloyalty(withoutgoingintodetailsaboutthereasonsofthisloyalty:“Ilikeit”,“Loveit”).
Amongthefactorsthatareconcernedthespecificoftheairportthespecialplacehavethefeedbacksaboutthebreakandrelaxationareaontheterritoryoftheairport.FormanyauthorsChangiairportistheplacethatprovidescalmandrest.Inthiscontexttheinnergardensandtreesarealsooftenmentioned.Withinthisframeworkthecommentswhereauthor mark the pleasure from returning to Changi during the flights are symptomatic. The important factor ofsentiment is the passengers’ visiting of differentduty free shops. This fact shows the popularity of such kind of thepastime.Manypassengersstayinthehotelsoftheairport.Thesizesofhotelrooms,thepresenceofswimmingpoolsand the locationsofhotels arepositively featuredby the authors. The singlenegative comments are connected theincivilityoftheairportpersonnelandthetimeofwaitingforthetaxi.
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BuzzDynamics&KeyTopics
ShareofReviews
Volume:
4539уп.
MIN(ref/day):52 Connotation:N:4268 :260 :30MAX(ref/day):2439
KeyTopics• Joinmetoplay#ChangiBrandsMania&wecouldstand
achancetowinairtickets&S$200ChangiDollarVouchers!
• Nicepackagingandnicehotchocolate.FromParisBaguette@ChangiAirportTerminal2
• CrownePlazaChangiAirportHotel“Goodforastopover”
• Changiairportisstillthebestairport,afterall• Goodmorning!OfftoChangiAirporttosendbroand
friendsofftoBangkok!• Changiairportisbeautiful!!• Whyisitsofuckingdifficulttofindapowersocketin
ChangiAirport.• I'matSingaporeChangiAirport(SIN)-@fansofchangiin
Singapore• Cleanestandmostbeautifulintheworld.• changiairport'swebsiteissoweird
4539 messages were detected in period of 08-14September.
B.A.PatChangiAirport
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BuzzDistributionbyMediaTypes[Reviews]
SentimentbyMediaTypes
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SentimentDistributionbyTopSources[Reviews]
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SentimentDistributionbyCategories[Reviews]
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Sentiment[Reviews]
SentimentbyFactorsGroups
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FactorAnalysis
FactorsofPositivity/Negativity
Factors Positive Negative All
Event-relatedFactors
ChangiBrandsMania 83 83
Protestsofairlinepersonnel 1 1
TOTAL[EVENTS/NEWS] 83 1
GeneralFactors
Recommendations/antirecommendations 79 79
Subjectivepreference 38 4 42
Reputation 5 5
Moodofpassengers 2 3 5
Attractivenessofemployment 3 3
Innovation 1 1
Threats 1 1
Changiairport'swebsite 1 1
Socialmediacommunity 1 1
TOTAL[GENERALFACTORS] 129 9
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ConstructionSpec Relaxationarea 9 9Indoorgardens 6 6
Design 5 5Entertainmentspace 5 5
Convenienceofairport 4 4Airportinfrastructure 3 3Locationofterminals 2 2
Restrooms 1 1Powersocket 1 1
Interior 1 1Temperatureattheairport 1 1
Exterior 1 1Carpetonthefloor 1 1
TOTAL[CONSTRUCTION] 39 1
ServiceSpec
WiFiservice 4 1 5Professionalismofairport'sstaff 3 2 5
Flightdelays 1 1 2Timeofregistration 1 1 2
Convenienceofwaiting 1 1Timeofbaggageclaim 1 1
Cleannessoftheairport 1 1Informationsupport 1 1Qualityofservices 1 1
Cleannessofthewashrooms 1 1TOTAL[SERVICE] 14 6
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Restaurants
Restaurantservice 6 6
Qualityofmeals 1 2 3
Qualityoffoodpackaging 1 1
TOTAL[RESTAURANTS] 8 2
Airport'sTransport
Waitingtimeoftaxi 2 2
Transportservices 1 1 2
Parkingcharges 1 1 2
Busschedule 1 1
Hovercraftservice 1 1
Professionalismoftaxidrivers 1 1 1
TOTAL[TRANSPORT] 5 5
Shopping
Purchaseofgoods(duty-freeshops) 8 8
Rangeofgoods 2 2
Priceofgoods 2 2
Vouchersforbuing 1 1
TOTAL[SHOPPING] 13 0
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Airport'sHotels
Sizeofrooms 4 4
Swimmingpools 4 4
Locationofhotels 3 3
Hotel'sdesign 3 3
Hotel'sbuffet 1 1 2
Roomservice 1 1 2
Hotel'sbathrooms 2 2
Professionalismofhotel'sstaff 1 1 2
Availabilityofinformationabouthotels 1 1
Сonvenienceofhotel 1 1
Hotel'sWiFi 1 1
Serviceatthefrontdesk 1 1
Viewfromthewindow 1 1
TOTAL[HOTELS] 22 5
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TOPFactors
Joinmetoplay#ChangiBrandsManialinkChangirecommends
Ilovechangiairport
mostrelaxingairports
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Positive/NegativeReferencesbyFactors[GeneralFactors]
Subjectivepreference• ThebestofthebestairportI'veeverseensofarlink
• ImissyouChangiAirportlink
• Changiisthebestairportintheworld.Howcome..link
Moodofpassengers• MemoriesfromChangiAirportlink
Reputation• Changiairportiscrazy,andothersneedtotakenoteonhowit
shouldbe.link
• Hmmmm...couldbetight.ChangiAirportisregardedasoneofthebestintheworldsomaybejuststaythere?link
Attractivenessofemployment• IwanttobeworkinsideATClink
• Iwouldn'tmindworkinginanairportinthefuture.EspeciallyinairportslikeChangiAirportlink
Moodofpassengers• SoimatChangiairportandimboredlink
• changiairportimfuckingcryinglink
Changiairport'swebsite• changiairport'swebsiteissoweirdpsmllink
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Positive/NegativeReferencesbyFactors[ConstructionSpec]Convenienceofairport• Ihaveanother3hhereanywayinChangiairport,butit'sconfortable
eveninthegeneralarea:)link
Locationofterminals• Changi'sawonderfulairportwellspacedandseamlessmovements
betweenterminalslike
Designe• Verybeautifulairport.link
Relaxationarea• ChangiAirportmustbeoneofthemostrelaxingairportsever!link
Exterior• Changiairport(SIN)thetoweristhefirstthingIlookforwhen
landing,themostbeautifulairportever.link
Interior• Changiairportisaniceplace,indoorgardensandtrees,andtbere's
thekoipondlike
Entertainmentspace• Headinghomefromagreatholiday.Satat#Changiwaitingforour
flight...goingtothecinemaherefirsttho!Link
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Positive/NegativeReferencesbyFactors[ServiceSpec]
WiFiservice
• usinginternetfromchangiairport.link
Convenienceofwaiting
• ChangiAirportisaplacewhereeveryoneenjoysspendingacouple
ofhourswhileintransit.link
Cleannessoftheairport• Cleanestandmostbeautifulintheworld.link
WiFiservice
• Backhereafter9months.Agreatairportcomparableto
Singapore'sChangi.ButtheWiFicouldbefaster.link
Professionalismofairport'sstaff
• I'mreallyshockedtohearagroundstaffcallingtouristsstupidfor
blockingherwaywhiletryingtoparkherbuggy.Beinga
Singaporean,ifeltextremelyashamed.link
• changigroundstaffbetterwakeupyouridea.planelandsearlyfor
onceandnoonetoconnecttheaerobridge?!?!link
Timeofbaggageclaim
• ChangiAirport-foranotherwiseexcellentairport,whydoesit
alwaystakehalfadaytocollectmychecked-inluggagelink
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Positive/NegativeReferencesbyFactors[Restaurants/Transport/Hotels/Shopping]Locationofhotel• Wewerehereonenightbetweenourflights.Hotelhasagoodlocation
betweentheterminals.link• Greatlocationwhenhavinganovernightstaybetweenflightsin
SingaporeasthishoteliseffectivelypartofthelandsidebitofTerminal3.link
Swimmingpool• Swimmingpoolwasgreat,acoldwatertemperature.Link• Modernrooms,greatpoollink
Professionalismofhotel'sstaff• Friendly,helpfulandefficientreceptionstaff.link
Parkingcharges• thinktheparkingchargeswas$18something.stillcheaperthantaking
caballthewaybackhome.link
Qualityofmeals• Nicepackagingandnicehotchocolate.FromParisBaguette@Changi
AirportTerminal2.link
Purchaseofgoods• Icangotopasirristobuythecupcakes,changiairportforkrispy
kreme,bedokforsushi,bugisforcupcakes,allinoneday:Dlink
Availabilityofinformationaboutthehotel• TheonlythingIwouldsuggestistogetamapfromtheairportbefore
youarrivetofindoutwhichlittletrain.Itsavesasking,youcanseeitwhenyouarrive,butfewpeopleknowhowtogettoit.link
Professionalismofhotel'sstaff• Thenotwelcomingcontinuedwhencheckinginandthroughoutmy
stay,butIputthisdowntodifferentculturesandlanguages,noonewasrudeorunhelpful,justnotfriendly.link
Waitingtimeoftaxi• WaitingforataxiatChangiairportT3anhourforataxiatleast30
minutesmore.Isthereataxistrike?like• VisitorsandpassengerswaitingforataxiatChangiAirportjustbefore
thepeakhourfacealongerwaitingtimeastaxis'gointohiding'.link
Qualityofmeals• Eatatoneoftheairportrestaurants..thedininghereisn'tgreatbut
theyaregenerouswiththewine!Link
Professionalismoftaxidrivers• OkayI'mscrewed...Mydriverissleepyagain.Ifanythinghappensto
me,I'monaminivanfromChangitoToaPayohwithasleepydriver.link
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TOPSources[Reviews]
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TOPAuthors[Reviews]
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Categories[Reviews]
• Hopingourflightdoesn'tgetdelayedandwedon'tgetstuckinthisbeautifulairport!:))
• IhavebeentoalltheseairportsandSingaporeChangiisontopofmylist!null
• Joinmetoplay#ChangiBrandsMania&wecouldstandachancetowinairtickets
• it'sCHANGIRECOMMENDS!• SBSBustoChangiAirportcomesat20+minsintervals..unreal
• dutyfreeofferinggoodvalueshopping
• LunchatAstonsChangiAirport