Changi Airport in Social Media - Analytics Research

2. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 2 Table of contents Research Summary ................................................................................................................................................................................... 3 Executive Summary ................................................................................................................................................................................... 4 Buzz Dynamics & Key Topics ..................................................................................................................................................................... 5 Buzz Distribution by Media Types [Reviews] ............................................................................................................................................ 6 Sentiment Distribution by Top Sources [Reviews] .................................................................................................................................... 7 Sentiment Distribution by Categories [Reviews] ...................................................................................................................................... 8 Sentiment [Reviews] ................................................................................................................................................................................. 9 Factor Analysis ........................................................................................................................................................................................ 10 TOP Factors ............................................................................................................................................................................................. 14 Positive / Negative References by Factors [General Factors] ................................................................................................................. 15 Positive / Negative References by Factors [Construction Spec] ............................................................................................................. 16 Positive / Negative References by Factors [Service Spec] ....................................................................................................................... 17 Positive / Negative References by Factors [Restaurants / Transport / Hotels / Shopping] .................................................................... 18 TOP Sources [Reviews] ............................................................................................................................................................................ 19 TOP Authors [Reviews] ............................................................................................................................................................................ 20 Categories [Reviews] ............................................................................................................................................................................... 21

3. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 3 Research Summary Analyze Changi Airport mentions in mainstream and social media (qualitative and quantitative analysis). Objects, Field of Research Objects Media Types period Geography Blogs & Forums September 08 – 14, 2016 Singapore Microbloggs (Twitter) Social Networks (VKontakte, FaceBook) Other countries Presentation Video (YouTube, Vimeo)

4. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 4 Executive Summary The mentioning of airport is featured by the domination of positive reviews. 260 positive and 30 negative comments were tracked. The majority of positive contexts are connected to promotions and contests from the company including the ChangiBrandsMania. Comments with sentiment make up 10% of the total array of mentions about the airport during the research period. The comments with sentiment are mostly focused on Twitter and on social networks. The detailed analysis of evaluative mentions shows the domination of the factors that are connected to the subjective expression of loyalty (without going into details about the reasons of this loyalty: “I like it”, “Love it”). Among the factors that are concerned the specific of the airport the special place have the feedbacks about the break and relaxation area on the territory of the airport. For many authors Changi airport is the place that provides calm and rest. In this context the inner gardens and trees are also often mentioned. Within this framework the comments where author mark the pleasure from returning to Changi during the flights are symptomatic. The important factor of sentiment is the passengers’ visiting of different duty free shops. This fact shows the popularity of such kind of the pastime. Many passengers stay in the hotels of the airport. The sizes of hotel rooms, the presence of swimming pools and the locations of hotels are positively featured by the authors. The single negative comments are connected the incivility of the airport personnel and the time of waiting for the taxi.

5. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 5 Buzz Dynamics & Key Topics Share of Reviews Volume: 4539 уп. MIN (ref/day): 52 Connotation: N: 4268 : 260 : 30 MAX (ref/day): 2439 Key Topics • Join me to play #ChangiBrandsMania & we could stand a chance to win air tickets & S$200 Changi Dollar Vouchers! • Nice packaging and nice hot chocolate. From Paris Baguette @ Changi Airport Terminal 2 • Crowne Plaza Changi Airport Hotel “Good for a stop over” • Changi airport is still the best airport, after all • Good morning! Off to Changi Airport to send bro and friends off to Bangkok! • Changi airport is beautiful!! • Why is it so fucking difficult to find a power socket in Changi Airport. • I'm at Singapore Changi Airport (SIN) - @fansofchangi in Singapore • Cleanest and most beautiful in the world. • changi airport's website is so weird 4539 messages were detected in period of 08-14 September. B.A.P at Changi Airport

10. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 10 Factor Analysis Factors of Positivity/Negativity Factors Positive Negative All Event-related Factors ChangiBrandsMania 83 83 Protests of airline personnel 1 1 TOTAL [EVENTS/NEWS] 83 1 General Factors Recommendations / antirecommendations 79 79 Subjective preference 38 4 42 Reputation 5 5 Mood of passengers 2 3 5 Attractiveness of employment 3 3 Innovation 1 1 Threats 1 1 Changi airport's website 1 1 Social media community 1 1 TOTAL [GENERAL FACTORS] 129 9

11. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 11 Construction Spec Relaxation area 9 9 Indoor gardens 6 6 Design 5 5 Entertainment space 5 5 Convenience of airport 4 4 Airport infrastructure 3 3 Location of terminals 2 2 Restrooms 1 1 Power socket 1 1 Interior 1 1 Temperature at the airport 1 1 Exterior 1 1 Carpet on the floor 1 1 TOTAL [CONSTRUCTION] 39 1 Service Spec WiFi service 4 1 5 Professionalism of airport's staff 3 2 5 Flight delays 1 1 2 Time of registration 1 1 2 Convenience of waiting 1 1 Time of baggage claim 1 1 Cleanness of the airport 1 1 Information support 1 1 Quality of services 1 1 Cleanness of the washrooms 1 1 TOTAL [SERVICE] 14 6

12. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 12 Restaurants Restaurant service 6 6 Quality of meals 1 2 3 Quality of food packaging 1 1 TOTAL [RESTAURANTS] 8 2 Airport's Transport Waiting time of taxi 2 2 Transport services 1 1 2 Parking charges 1 1 2 Bus schedule 1 1 Hovercraft service 1 1 Professionalism of taxi drivers 1 1 1 TOTAL [TRANSPORT] 5 5 Shopping Purchase of goods (duty-free shops) 8 8 Range of goods 2 2 Price of goods 2 2 Vouchers for buing 1 1 TOTAL [SHOPPING] 13 0

13. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 13 Airport's Hotels Size of rooms 4 4 Swimming pools 4 4 Location of hotels 3 3 Hotel's design 3 3 Hotel's buffet 1 1 2 Room service 1 1 2 Hotel's bathrooms 2 2 Professionalism of hotel's staff 1 1 2 Availability of information about hotels 1 1 Сonvenience of hotel 1 1 Hotel's WiFi 1 1 Service at the front desk 1 1 View from the window 1 1 TOTAL [HOTELS] 22 5

15. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 15 Positive / Negative References by Factors [General Factors] Subjective preference • The best of the best airport I've ever seen so far link • I miss you Changi Airport link • Changi is the best airport in the world. How come.. link Mood of passengers • Memories from Changi Airport link Reputation • Changi airport is crazy, and others need to take note on how it should be. link • Hmmmm...could be tight. Changi Airport is regarded as one of the best in the world so maybe just stay there? link Attractiveness of employment • I want to be work inside ATC link • I wouldn't mind working in an airport in the future. Especially in airports like Changi Airport link Mood of passengers • So im at Changi airport and im bored link • changi airport im fucking crying link Changi airport's website • changi airport's website is so weird psml link

16. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 16 Positive / Negative References by Factors [Construction Spec] Convenience of airport • I have another 3h here anyway in Changi airport, but it's confortable even in the general area :) link Location of terminals • Changi's a wonderful airport well spaced and seamless movements between terminals like Designe • Very beautiful airport. link Relaxation area • Changi Airport must be one of the most relaxing airports ever! link Exterior • Changi airport (SIN) the tower is the first thing I look for when landing, the most beautiful airport ever. link Interior • Changi airport is a nice place, indoor gardens and trees, and tbere's the koi pond like Entertainment space • Heading home from a great holiday. Sat at #Changi waiting for our flight... going to the cinema here first tho! Link

17. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 17 Positive / Negative References by Factors [Service Spec] WiFi service • using internet from changi airport. link Convenience of waiting • Changi Airport is a place where everyone enjoys spending a couple of hours while in transit. link Cleanness of the airport • Cleanest and most beautiful in the world. link WiFi service • Back here after 9 months. A great airport comparable to Singapore's Changi. But the WiFi could be faster. link Professionalism of airport's staff • I'm really shocked to hear a ground staff calling tourists stupid for blocking her way while trying to park her buggy. Being a Singaporean, i felt extremely ashamed. link • changi groundstaff better wake up your idea. plane lands early for once and no one to connect the aerobridge?!?! link Time of baggage claim • Changi Airport - for an otherwise excellent airport, why does it always take half a day to collect my checked-in luggage link

18. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 18 Positive / Negative References by Factors [Restaurants / Transport / Hotels / Shopping] Location of hotel • We were here one night between our flights. Hotel has a good location between the terminals. link • Great location when having an overnight stay between flights in Singapore as this hotel is effectively part of the landside bit of Terminal 3. link Swimming pool • Swimming pool was great, a cold water temperature. Link • Modern rooms, great pool link Professionalism of hotel's staff • Friendly, helpful and efficient reception staff. link Parking charges • think the parking charges was $18 something. still cheaper than taking cab all the way back home. link Quality of meals • Nice packaging and nice hot chocolate. From Paris Baguette @ Changi Airport Terminal 2. link Purchase of goods • I can go to pasir ris to buy the cupcakes, changi airport for krispy kreme, bedok for sushi, bugis for cupcakes, all in one day :D link Availability of information about the hotel • The only thing I would suggest is to get a map from the airport before you arrive to find out which little train. It saves asking, you can see it when you arrive, but few people know how to get to it. link Professionalism of hotel's staff • The not welcoming continued when checking in and throughout my stay, but I put this down to different cultures and languages, no one was rude or unhelpful, just not friendly. link Waiting time of taxi • Waiting for a taxi at Changi airport T3 an hour for a taxi at least 30 minutes more. Is there a taxi strike? like • Visitors and passengers waiting for a taxi at Changi Airport just before the peak hour face a longer waiting time as taxis 'go into hiding'. link Quality of meals • Eat at one of the airport restaurants..the dining here isn't great but they are generous with the wine! Link Professionalism of taxi drivers • Okay I'm screwed... My driver is sleepy again. If anything happens to me, I'm on a mini van from Changi to Toa Payoh with a sleepy driver. link

21. ©2017 SEMANTICFORCE LLC | WWW.SEMANTICFORCE.NET | 21 Categories [Reviews] • Hoping our flight doesn't get delayed and we don't get stuck in this beautiful airport! :)) • I have been to all these airports and Singapore Changi is on top of my list! null • Join me to play #ChangiBrandsMania & we could stand a chance to win air tickets • it's CHANGI RECOMMENDS! • SBS Bus to Changi Airport comes at 20+mins intervals.. unreal • duty free offering good value shopping • Lunch at Astons Changi Airport

Changi Airport in Social Media - Analytics Research

Changi Airport in Social Media - Analytics Research

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