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)

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.