TY - GEN
T1 - Analytics applied to the study of reputational risk through the analysis of social networks (Twitter) for the El Dorado airport in the city of Bogotá (Colombia)
AU - Sandoval, Luis Gabriel Moreno
AU - Rojas, Liliana María Pantoja
N1 - Publisher Copyright:
Copyright © 2019 by SCITEPRESS – Science and Technology Publications, Lda. All rights reserved.
PY - 2019
Y1 - 2019
N2 - Within a society increasingly technological and immersed in the different possibilities offered by the Internet as a channel of interaction and communication, there is a need for private and state entities to explore the information contained in social networks, an opportunity that implies new challenges associated with emerging risks such as reputational. For this reason, through the study of social networks, reputational risk and computational linguistics, an analysis of the strategic accounts of the El Dorado Airport of the city of Bogotá (Colombia) on Twitter (@bog_eldorado) is carried out, taking into account the mentions and most relevant hashtags, to identify the polarity through of BoW (Bag of Words) of your comments and infer the user experience, customer satisfaction and how this influences reputational risk.
AB - Within a society increasingly technological and immersed in the different possibilities offered by the Internet as a channel of interaction and communication, there is a need for private and state entities to explore the information contained in social networks, an opportunity that implies new challenges associated with emerging risks such as reputational. For this reason, through the study of social networks, reputational risk and computational linguistics, an analysis of the strategic accounts of the El Dorado Airport of the city of Bogotá (Colombia) on Twitter (@bog_eldorado) is carried out, taking into account the mentions and most relevant hashtags, to identify the polarity through of BoW (Bag of Words) of your comments and infer the user experience, customer satisfaction and how this influences reputational risk.
KW - Computational linguistic
KW - Polarity
KW - Reputational risk
KW - Social network
KW - Twitter
UR - http://www.scopus.com/inward/record.url?scp=85067474100&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85067474100
T3 - ICEIS 2019 - Proceedings of the 21st International Conference on Enterprise Information Systems
SP - 476
EP - 483
BT - ICEIS 2019 - Proceedings of the 21st International Conference on Enterprise Information Systems
A2 - Smialek, Michal
A2 - Brodsky, Alexander
A2 - Filipe, Joaquim
A2 - Hammoudi, Slimane
PB - SciTePress
T2 - 21st International Conference on Enterprise Information Systems, ICEIS 2019
Y2 - 3 May 2019 through 5 May 2019
ER -