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)

Luis Gabriel Moreno Sandoval, Liliana María Pantoja Rojas

2019

Abstract

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.

Paper Citation

in Harvard Style

Moreno Sandoval L. and Pantoja Rojas L. (2019). 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).In Proceedings of the 21st International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-372-8, pages 488-495. DOI: 10.5220/0007770804880495

in Bibtex Style

@conference{iceis19,
author={Luis Gabriel Moreno Sandoval and Liliana María Pantoja Rojas},
title={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)},
booktitle={Proceedings of the 21st International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2019},
pages={488-495},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007770804880495},
isbn={978-989-758-372-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 21st International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - 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)
SN - 978-989-758-372-8
AU - Moreno Sandoval L.
AU - Pantoja Rojas L.
PY - 2019
SP - 488
EP - 495
DO - 10.5220/0007770804880495