This document summarizes a social analytics project conducted by Group 4 on analyzing Scoot's performance after its merger with Tigerair. The objectives were to analyze how the merger affected passenger experience, identify Scoot's strengths and weaknesses compared to its competitors, and uncover potential influencers and communities within Scoot's social media networks. Key results found negative reviews increased post-merger, top topics related to service, seats and delays. Network analysis identified potential influencers on Instagram and clustered Twitter followers into groups like aviation enthusiasts, travelers and Singapore-based users. Recommendations included being more flexible and compensating delays with discounts.
Original Description:
Project poster for a Social Analytics school project.
Original Title
Infographic- Social Analytics project on Scoot Airlines
This document summarizes a social analytics project conducted by Group 4 on analyzing Scoot's performance after its merger with Tigerair. The objectives were to analyze how the merger affected passenger experience, identify Scoot's strengths and weaknesses compared to its competitors, and uncover potential influencers and communities within Scoot's social media networks. Key results found negative reviews increased post-merger, top topics related to service, seats and delays. Network analysis identified potential influencers on Instagram and clustered Twitter followers into groups like aviation enthusiasts, travelers and Singapore-based users. Recommendations included being more flexible and compensating delays with discounts.
This document summarizes a social analytics project conducted by Group 4 on analyzing Scoot's performance after its merger with Tigerair. The objectives were to analyze how the merger affected passenger experience, identify Scoot's strengths and weaknesses compared to its competitors, and uncover potential influencers and communities within Scoot's social media networks. Key results found negative reviews increased post-merger, top topics related to service, seats and delays. Network analysis identified potential influencers on Instagram and clustered Twitter followers into groups like aviation enthusiasts, travelers and Singapore-based users. Recommendations included being more flexible and compensating delays with discounts.
Battle of the Skies: An IS434: Social Analytics Project
By Group 4, G1:
Flying Scoot to New Heights
Dong Wenjia, Lau Choon Sheng Clinton, Lyu Bingjie, Soh Hui Qin, Nathan Tan
Objective 1 Methodology Objective 3:
How has the merger with Tigerair affected 1) Data Collection: Scraped user & review data from A) Who are the potential influencers hidden in the quality of passengers experience? 2) Exploratory research: Data Cleaning, Generating Word Clouds Scoots Instagram & Twitter networks? (Post-merger) 3) In-depth research: Topic Modelling, Sentiment Analysis, Ngrams, Word Frequency B) What are the different communities within Scoots SCOOT Twitter followers network? Key Results V.S. % of Negative reviews and comments (Pre-merger) 37% 42% Methodology have increased Post Merger (Pre) (Post) SCOOT 1) Data Collection: Scraped two levels of Scoots Twitter followers Most commonly mentioned Positive Reviews: Negative Reviews: 2) Exploratory research: Identified top Instagram influencers topics by Sentiment. These 3) Network analysis: Ran Gephis Yifan Hu and ForceAtlas2 layouts, TIGERAIR have most influence on 53% 10% 39% 33% Customer Satisfaction. Good Service Seats Poor Service Flight Delays filtered nodes by degree and partioned by modularity % change in prevalence compared to pre-merger +3% -% +2% +3% Key Results Objective 2 Key Challenges Potential Influencers: What are Scoots strength and weaknesses MunahandHirzi ferntastisch in comparison to their competitors? 85k Twitter followers 700k followers Positive Reviews: Negative Reviews: Keywords: 150k Youtube Subscribers 2k engagements/post (Post-merger) Comfort Service Request, Refund SCOOT Good Seats Flight Delays Vouncher, Holiday Scoots Twitter Followers Network Entertainment System Seating Policies Empty, Front V.S. Aviation Enthusiasts (n=716) Food Flight Delays Key Recommendations: AIRASIA Cabin Ambience Japanese (n=587) Check-In Be more flexible in Luggage Handdling meeting requests Compensate delays Travel Bloggers (n=869) JETSTAR Good Service Bad Service with discount tours Luggage Handling Singapore-based (n=1939) Give early check-ins Check-In free seat upgrades if Coffee Enthusiasts Possible Collaborations: front row is empty Scoot can offer Book Lovers passengers products/
1. Business Objectives 2. Methodology & Key Results