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COVID-19’s Impact on the Telecommunications Companies

Almuqren, Latifah; Cristea, Alexandra I.

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Authors

Latifah Almuqren



Contributors

Álvaro Rocha
Editor

Hojjat Adeli
Editor

Gintautas Dzemyda
Editor

Fernando Moreira
Editor

Ana Maria Ramalho Correia
Editor

Abstract

Now the world is witnessing most significant challenges due the Covid-19 crisis. Beyond health effects, it has social and economic effects. With the enormous amount of data available and the widespread use of social web globally, research can and should use it to provide solutions. Customer satisfaction is known to affect customer churn (customers leaving companies), which is a problem affecting many companies in competitive and volatile markets – like the current one. One easily available open source of customer opinions are tweets – more relevant now in the online world. Whilst Natural Language Processing (NLP) on tweets is not new, few studies target customer satisfaction, and NLP body of research on Arabic tweets is modest; we are not aware of any other study on this during a global pandemic. Our research thus aims to propose a new model based on Twitter mining to measure customer satisfaction during Covid-19, as well as compare customer satisfaction before and during the crisis. This is a use case for the largest Telecom companies in Saudi Arabia, and we involve the popular method of Sentiment Analysis (SA) for the task. We additionally propose a new Saudi lexicon and apply it to monitor real-time customer satisfaction on Twitter using three different transfer network models on Arabic sentiment analysis. Also, this research evaluates using these models on Arabic Sentiment Analysis as the first study comparing between three different transfer network models on Arabic text.

Citation

Almuqren, L., & Cristea, A. I. (2021). COVID-19’s Impact on the Telecommunications Companies. In Á. Rocha, H. Adeli, G. Dzemyda, F. Moreira, & A. M. R. Correia (Eds.), WorldCIST 2021: Trends and Applications in Information Systems and Technologies (318-327). https://doi.org/10.1007/978-3-030-72654-6_31

Presentation Conference Type Conference Paper (Published)
Conference Name World Conference on Information Systems and Technologies
Online Publication Date Mar 29, 2021
Publication Date 2021
Deposit Date Nov 2, 2021
Publicly Available Date Nov 3, 2021
Volume 1368
Pages 318-327
Series Title Advances in Intelligent Systems and Computing
Series ISSN 2194-5357,2194-5365
Book Title WorldCIST 2021: Trends and Applications in Information Systems and Technologies
ISBN 9783030726539
DOI https://doi.org/10.1007/978-3-030-72654-6_31
Public URL https://durham-repository.worktribe.com/output/1139541

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Copyright Statement
This a post-peer-review, pre-copyedit version of a chapter published in Trends and Applications in Information Systems and Technologies. The final authenticated version is available online at: https://doi.org/10.1007/978-3-030-72654-6_31






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