changi airport in social media - analytics research

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CHANGIAIRPORTINSOCIALMEDIA


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


ResearchSummaryAnalyzeChangiAirportmentionsinmainstreamandsocialmedia(qualitativeandquantitativeanalysis).

Objects,FieldofResearch

Objects MediaTypes period Geography

Blogs&Forums September08–14,2016

Singapore

Microbloggs(Twitter)

SocialNetworks(VKontakte,FaceBook)

Othercountries

Presentation

Video(YouTube,Vimeo)


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.


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


BuzzDistributionbyMediaTypes[Reviews]

SentimentbyMediaTypes


SentimentDistributionbyTopSources[Reviews]


SentimentDistributionbyCategories[Reviews]


Sentiment[Reviews]

SentimentbyFactorsGroups


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


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


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


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


TOPFactors

Joinmetoplay#ChangiBrandsManialinkChangirecommends

Ilovechangiairport

mostrelaxingairports


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


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


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


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


TOPSources[Reviews]


TOPAuthors[Reviews]


Categories[Reviews]

• Hopingourflightdoesn'tgetdelayedandwedon'tgetstuckinthisbeautifulairport!:))

• IhavebeentoalltheseairportsandSingaporeChangiisontopofmylist!null

• Joinmetoplay#ChangiBrandsMania&wecouldstandachancetowinairtickets

• it'sCHANGIRECOMMENDS!• SBSBustoChangiAirportcomesat20+minsintervals..unreal

• dutyfreeofferinggoodvalueshopping

• LunchatAstonsChangiAirport

changi airport in social media - analytics research

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