Changi Airport in Social Media - Analytics Research

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CHANGI AIRPORT
IN SOCIAL MEDIA

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

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)

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.

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

Buzz Distribution by Media Types [Reviews]

Sentiment by Media Types

Sentiment Distribution by Top Sources [Reviews]

Sentiment Distribution by Categories [Reviews]

Sentiment [Reviews]

Sentiment by Factors Groups

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


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


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


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

TOP Factors
Join me to play
#ChangiBrandsMania link Changi recommends
I love changi airport
most relaxing airports

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

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

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

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

TOP Sources [Reviews]

TOP Authors [Reviews]

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

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