An analysis of the content produced on Twitter about courier express companies

The amount of data which Twitter operates on and stores is accepted as a big data by many researchers. The big data is a recent concept; however, it is discussed in many disciplines. The increasing amount of data and complexity both require new technology and approaches and can provide the companies with practical benefits through new analysis methods. The researches on big data are mainly focused on two basic problems. The first problem is developing method, technology and algorithms in order to operate and analyze big data. The second problem is using and adapting the big data analysis to different disciplines and problems. Having analyzed the content that has been produced by Twitter and generated by the provided users, this study aims at coming up with proposals related to the uses of big data analysis for logistics management. Some researchers criticize the big data in terms of the extent of the variables and reliabity of the data. The first problem of this study is the scope of the expressions. Thus, the expressions about one of the former researches' variables have been looked up among the tweets. The second problem is how the user generated content can be used for the logistics management. It has been attempted to find out the aims of different Twitter users and the useful information that can be gained. The strength of the study is that it has been the first master thesis in Turkey about the use of big data analysis techniques in logistics management. There are also few researches on the cargo firms in Turkey. The weakness of the study is that it has been conducted with a limited number of the tweets and only the content of the users has been examined. According to many definitions, although the amount of data that can be stored in relational databases and evaluated through manual or conventional methods has been withdrawn from the samples of big data source, it is not defined as big data. Therefore this study is a pre-research about using big data in logistics management. 31 variables have been studied in the former study and the expressions about 29 of them have been found in the sample. The highest frequency about the purposes of the clients is the complaints and the topic is delivery. The highest frequency about the purposes of the firms is support and the first tracking they do is to ask for the contact information of them. According to the researchers, the use of big data analysis in logistics has three dimensions; these are operational efficiency, customer experience and the development of new business models. Some researchers refer the customer service as one of the functions of logistics firms. As a result of this study, it is thought that big data techniques can be used for scanning social media in order to find complaints, to ask for the contact details and tracking numbers and send them to the related ones together with the subjects. Twitter is described as a geo social network which is able to provide the information of location by the researchers. Some users also provide location information that can be used for rival analysis and the choice of suppliers and they compare the delivery firms with one another. Applicability and utility of these proposals compiles the subject for further researches. Keywords: Twitter, Social Media, Big Data,Cargo Firms, Customer, Delivery, Complaint, Logistics Management