Social Service Satisfaction Analytic Model On Big Data for Facebook Fanpage

Main Article Content

ทินภัทร บริรักษ์
ธนา สุขวารี
สุขสวัสดี ณัฏฐวุฒิสิทธิ์


- The objective of this research is to develop a model of satisfaction analysis on service system. This research focuses on identifying which service systems have low levels of customer satisfaction. This reflects the fact that the service system is experiencing problems with the service. This research has used Facebook as a source of information to express dissatisfaction with the service. By manipulating, the data from Facebook's unstructured data into a structured form called a frame, before processing the satisfaction model with Linear Combination. The results showed that the accuracy of the model was 87.50%, which is satisfactory.

Article Details

How to Cite
บริรักษ์ ท., สุขวารี ธ., and ณัฏฐวุฒิสิทธิ์ ส., “Social Service Satisfaction Analytic Model On Big Data for Facebook Fanpage”, JIST, vol. 8, no. 1, pp. 58–71, Jun. 2018.
Research Article: Social and Business Aspects of Convergence IT


1. O. Müller, I. Junglas, J. V. Brocke, and S. Debortoli, “Utilizing Big Data Analytics for Information System Research: Challenges, Promises and Guidelines,” European Journal of Information Systems, vol. 25, no. 4, pp. 1-14, 2016.

2. S. L. Addepalli, S. G. Addepalli, M. Kherajani, H. Jeshnani, and S. Khedkar, “A Proposed Framework for Measuring Customer Satisfaction and Product Recommendation for Ecommerce,” International Journal of Computer Applications, vol. 138, no. 3, pp. 30-35, 2016.

3. A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, vol. 64, no. 1, pp. 12-40, 1988.

4. P. Kotler, Marketing Management: The Millennium Edition, 10th ed., NJ: Prentice Hall, 2000.

5. ธีรวัฒน์ นาคะบุตร, ตัวแบบเชิงคณิตศาสตร์, ครั้งที่ 1, นครปฐม: คณะวิทยาศาสตร์และเทคโนโลยี มหาวิทยาลัยราชภัฏนครปฐม, 2546.

6. D. Cherney, T. Denton, R. Thomas, and A. Waldron, Linear Algebra, 1st ed., CA: Davis, 2013.

7. K. Kuttler, Linear Algebra, Theory and Applications, Reading, Washington D.C: Saylor, 2012. [E-book] Available: Chrome e-book.

8. T. Sukvaree, A. Kawtrakul, and J. Caelen. “Thai text Coherence Structuring with Coordinating and Subordinating Relations for Text Summarization.” In Proc. International and Interdisciplinary Conference on Modeling and using Context (CONTEXT 2007), pp. 453-466, 2007.

9. A. Faed, O. K. Hussain, and E. Chang. “A methodology to map customer complaints and measure customer satisfaction and loyalty,” Service Oriented Computing and Applications, vol. 8, no. 1, pp. 33-53, 2014.

10. S. M. Lin, “Analysis of Service Satisfaction in Web Auction Logistics Service Using a Combination of Fruit fly Optimization Algorithm and General Regression Neural Network,” Neural Computing and Applications, vol. 22, no. 4, pp. 783-791, 2013.