Business intelligence for social media interaction in the travel industry in Indonesia

Michael Yulianto, Abba Suganda Girsang, Reinert Yosua Rumagit


Electronic ticket (eticket) provider services are growing fast in Indonesia, making
the competition between companies increasingly intense. Moreover, most of them have the same
service or feature for serving their customers. To get back the feedback of their customers, many
companies use social media (Facebook and Twitter) for marketing activity or communicating
directly with their customers. The development of current technology allows the company to
take data from social media. Thus, many companies take social media data for analyses. This
study proposed developing a data warehouse to analyze data in social media such as likes,
comments, and sentiment. Since the sentiment is not provided directly from social media data,
this study uses lexicon based classification to categorize the sentiment of users’ comments. This
data warehouse provides business intelligence to see the performance of the company based on
their social media data. The data warehouse is built using three travel companies in Indonesia.
As a result, this data warehouse provides the comparison of the performance based on the social
media data.


Business intelligence, lexicon based classification, sentiment analysis, social media 1.

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