Twitter Sentiment Analysis of Real-Time Customer Experience Feedback for Predicting Growth of Indian Telecom Companies

Ranjan, Sandeep; Sood, Sumesh; Verma, Vikas

doi:10.1109/iccs.2018.00035

Cited by 26 publications

(16 citation statements)

References 23 publications

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“…Global competition for telecommunication services drives companies to enhance their customers' satisfaction. Extensive research correlates customer satisfaction with customer loyalty and customer churn [1][2][3]. Customer churn is defined in the telecommunication field as transferring customers from one telecom company to another [4].…”

Section: Introductionmentioning

confidence: 99%

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An Empirical Study on Customer Churn Behaviours Prediction Using Arabic Twitter Mining Approach

2021

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With the rising growth of the telecommunication industry, the customer churn problem has grown in significance as well. One of the most critical challenges in the data and voice telecommunication service industry is retaining customers, thus reducing customer churn by increasing customer satisfaction. Telecom companies have depended on historical customer data to measure customer churn. However, historical data does not reveal current customer satisfaction or future likeliness to switch between telecom companies. The related research reveals that many studies have focused on developing churner prediction models based on historical data. These models face delay issues and lack timelines for targeting customers in real-time. In addition, these models lack the ability to tap into Arabic language social media for real-time analysis. As a result, the design of a customer churn model based on real-time analytics is needed. Therefore, this study offers a new approach to using social media mining to predict customer churn in the telecommunication field. This represents the first work using Arabic Twitter mining to predict churn in Saudi Telecom companies. The newly proposed method proved its efficiency based on various standard metrics and based on a comparison with the ground-truth actual outcomes provided by a telecom company.

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Section: Introductionmentioning

confidence: 99%

“…It identifyies and evaluates the main gaps in the current churn prediction models. 3. It proposes and evaluates a novel design of a churn prediction model to address the gaps in current churn prediction models by providing a real-time method that suits the telecom data and the Arabic data set.…”

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confidence: 99%

An Empirical Study on Customer Churn Behaviours Prediction Using Arabic Twitter Mining Approach

2021

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“…Sentiment analysis (SA) has been the subject of a great deal of interesting research over the last decade, exploring such domains as prediction [16]- [18], politics [19]- [22], products [23], [24], polarity disambiguation [25], [26] and services [27], [28]. Such extensive analysis is made possible by the enormous amount of text and data that already exists and continues to be generated on different platforms, including social networks, blogs, and websites.…”

Section: Previous Workmentioning

confidence: 99%

“…In India, a study was conducted [27] using 153,651 tweets from five different telecom companies: Idea Cellular, Bharti Airtel, Vodafone, Reliance Jio, and Aircel. Using the sentiment score method, the author developed a model for predicting new subscribers using five months' worth of tweets.…”

Section: Previous Workmentioning

confidence: 99%

Sentiment Analysis for e-Payment Service Providers Using Evolutionary eXtreme Gradient Boosting

et al. 2020

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Online services depend primarily on customer feedback and communications. When this kind of input is lacking, the overall approach of the service provider can shift in unintended ways. These services rely on feedback to maintain consumer satisfaction. Online social networks are a rich source of consumer data related to services and products. Well developed methods like sentiment analysis can offer insightful analyses and aid service providers in predicting outcomes based on their reviews-which, in turn, enables decision-makers to develop effective strategic plans. However, gathering this data is more challenging on Arabic online social networks, due to the complexity of the Arabic language and its dialects. In this study, we propose an approach to sentiment analysis that combines a neutrality detector model with eXtreme Gradient Boosting and a genetic algorithm to effectively predict and analyze customers' opinions of an e-Payment service through an Arabic social network. The proposed approach yields excellent results compared to other approaches. Feature analysis is also conducted on consumer reviews to identify influencing keywords.

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“…The paper proposed people profiling using a sentiment analysis system. The sentiment analysis system is an ideal choice for modeling the reputation of a public figure from people thoughts in social media (Hussein, 2018;Ranjan et al, 2018;Ozturk & Avyaz, 2018). The system also can differentiate the sentences into positive and negative sentences, calculate those sentences to create a score of likes and dislikes toward someone, and makes a list of people who have liked the most and having the dislikes the most.…”

Section: Introductionmentioning

confidence: 99%

Design of People Profiling and Modeling Reputation Computation Based on Sentiment Analysis

Damanhuri

Zhang

2019

Sinergi

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The number of popular people is still growing because of the easiness to access information technology. Every time people upload things and let people watch it and give it a like or comment. People who can impress other people will grow their popularity and fame. Some famous people make influences, help poor people with powers, and others are causing troubles. Community these days drives people perspective by share their thoughts on social media. They spread information and makes others want to see things they are talked about. Troublesome popular people defended by their fan base and attacked by other communities. By these cases, the research tried to gather information on social media and used it for calculation and profiling. The method that proposed to rely on this information is based on sentiment analysis to look up someone’s record and listing them into top 10 best got from DBpedia. This system shows the list of people and contains all important record about that person which can be used for decision support for a policy or rewarding people. The results have successfully visualized the output in the list of people with any further details following by clicking their names.

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Twitter Sentiment Analysis of Real-Time Customer Experience Feedback for Predicting Growth of Indian Telecom Companies

Cited by 26 publications

References 23 publications

An Empirical Study on Customer Churn Behaviours Prediction Using Arabic Twitter Mining Approach

An Empirical Study on Customer Churn Behaviours Prediction Using Arabic Twitter Mining Approach

Sentiment Analysis for e-Payment Service Providers Using Evolutionary eXtreme Gradient Boosting

Design of People Profiling and Modeling Reputation Computation Based on Sentiment Analysis

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