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A Study on the Evaluation of Travel Agency using Social Big Data
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 Title & Authors
A Study on the Evaluation of Travel Agency using Social Big Data
Kong, Hyo-Soon; Song, Eun-Jee; Kang, Min-Shik;
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 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;
 Language
Korean
 Cited by
 References
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