International Journal of Computer Science and Electronics Engineering (IJCSEE)
In today business, meeting customer satisfaction is a must. Customer satisfaction is related with various factors such as: hope, loyalty, and complaint. Previously, surveying customer opinion in experiencing the products or services is a main tool to collect and analyze the data. Now-a-days, social media applications replace survey as promising media to support and enhance customer satisfaction. Social media provides easily an accessible platform for users to share information. As a result to this, the social media has been pervasively used all over the world 24 hours a day; thus, it has generated unprecedented amounts of social data.