Exploring Passenger Satisfaction in Multimodal Railway Hubs: A Social Media-Based Analysis of Travel Behavior in China’s Major Rail Stations

Abstract

This study investigates the dynamics of passenger satisfaction and sustainable urban mobility within the context of multimodal railway hubs, focusing on travel behaviors at major stations in China. Against the backdrop of rapid urbanization and the nation’s initiatives to improve transportation efficiency, this research employs social media data analysis to assess passenger sentiment across six key transportation hubs in Eastern China. Utilizing methodological approaches such as keyword frequency analysis and semantic categorization of 39,061 Dianping reviews, supplemented by network visualizations with Gephi, this study reveals insights into factors influencing passenger satisfaction beyond travel efficiency. Signage quality, facility availability, queueing, and crowding emerge as significant determinants of passenger behavior. The study underscores the importance of strategic improvements in station design, navigational aids, and facility management, grounded in real-time data analytics and passenger feedback, to enhance overall passenger satisfaction and promote sustainable urban mobility. This research contributes to advancing understanding of passenger behavior and informs efforts aimed at improving urban transportation systems to meet the evolving needs of passengers and cities.