Authors:
Luis Gabriel Moreno Sandoval
1
and
Liliana María Pantoja Rojas
2
Affiliations:
1
Pontificia Universidad Javeriana, Facultad de Ingeniería and Colombia
;
2
Universidad Nacional de Colombia, Facultad de Ingeniería and Colombia
Keyword(s):
Reputational Risk, Twitter, Polarity, Social Network, Computational Linguistic.
Related
Ontology
Subjects/Areas/Topics:
Applications of Expert Systems
;
Artificial Intelligence
;
Artificial Intelligence and Decision Support Systems
;
Data Engineering
;
Enterprise Information Systems
;
Group Decision Support Systems
;
Information Systems Analysis and Specification
;
Knowledge Engineering and Ontology Development
;
Knowledge-Based Systems
;
Natural Language Interfaces to Intelligent Systems
;
Ontologies and the Semantic Web
;
Ontology Engineering
;
Strategic Decision Support Systems
;
Symbolic Systems
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.