Mapping Consumer Sentiment Toward Wireless Services Using Geospatial Twitter Data

• Published in: IEEE access Vol. 7; pp. 113726 - 113739
• Main Authors: Qi, Weijie, Procter, Rob, Zhang, Jie, Guo, Weisi
• Format: Journal Article
• Language: English
• Published: Piscataway IEEE 2019; The Institute of Electrical and Electronics Engineers, Inc. (IEEE)
• Subjects: Algorithms; consumer; Customer satisfaction; Digital media; Machine learning; Natural language processing; Performance enhancement; Quality of experience; Recurrent neural networks; Sentiment analysis; social media data; Support vector machines; Twitter; Wireless; Wireless communication; Wireless networks

Hyper-dense wireless network deployment is one of the popular solutions to meeting high capacity requirement for 5G delivery. However, current operator understanding of consumer satisfaction comes from call centers and base station quality-of-service (QoS) reports with poor geographic accuracy. The...