Natural language processing approach for appraisal of passenger satisfaction and service quality of public transportation

Liu, Yingpei; Li, Ye; Li, Wenxiang

doi:10.1049/iet-its.2019.0054

Cited by 13 publications

(14 citation statements)

References 18 publications

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“…Many studies have investigated opinions regarding transportation services, but most of them used a traditional survey [30]. These surveys have revealed many complaints about public transportation schedules, making a reasonable schedule, which is helpful for satisfaction and service.…”

Section: Mobilitymentioning

confidence: 99%

Data analytics methods to measure service quality: A systematic review

Gkioka,

Bothos,

Magoutas

et al. 2023

IDT

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The volume of user generated content (UGC) regarding the quality of provided services has increased exponentially. Meanwhile, research on how to leverage this data using data-driven methods to systematically measure service quality is rather limited. Several works have employed Data Analytics (DA) techniques on UGC and shown that using such data to measure service quality is promising and efficient. The purpose of this study is to provide insights into the studies which use Data Analytics techniques to measure service quality in different sectors, identify gaps in the literature and propose future directions. This study performs a systematic literature review (SLR) of Data Analytics (DA) techniques to measure service quality in various sectors. This paper focuses on the type of data, the approaches used, and the evaluation techniques found in these studies. The study derives a new categorization of the Data Analytics methods used in measuring service quality, distinguishes the most used data sources and provides insights regarding methods and data sources used per industry. Finally, the paper concludes by identifying gaps in the literature and proposes future research directions aiming to provide practitioners and academia with guidance on implementing DA for service quality assessment, complementary to traditional survey-based methods.

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Section: Mobilitymentioning

confidence: 99%

Data analytics methods to measure service quality: A systematic review

Gkioka,

Bothos,

Magoutas

et al. 2023

IDT

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“…The most common NLP technique used in these studies is sentiment analysis, which examines language in social media and blogs to detect positive or negative emotion words and words that convey, for example, satisfaction, engagement. Liu, Li, and Li (2019) used sentiment analysis to investigate the public transportation comments found on the Dazhong-Dianping Shanghai Station website to extract opinions and to determine transportation service satisfaction. Evans-Cowley and Griffin (2012) used sentiment analysis to investigate microparticipation in the Austin Strategic Mobility Plan.…”

Section: Literature Reviewmentioning

confidence: 99%

Global Perception of the Belt and Road Initiative: A Natural Language Processing Approach

Mokashi¹,

Jayaraman²,

Mahakul³

et al. 2022

JBDAI

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In less than seven years since the launch of the Belt and Road Initiative (BRI), 138 countries have signed on to the program, with by some counts 118 projects being planned. BRI is a Chinese multi-trillion-dollar global infrastructure initiative that has geopolitical implications for both the participating as well as non-participating countries. Some of the very appealing unique selling points of this initiative also make it controversial amongst its stakeholders. This variation in sentiments can be perceived in the media reporting where there is freedom of expression. In this paper, we have used sentiment analysis to gauge the variation in the stakeholder perception over time across three groups - China, participating and non-participating countries. Our analysis of 7,856 news articles has provided quantitative evidence of declining positive sentiment over time.

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“…Step 3 (cyan in Figure 1). The co-occurrence graph method is one of the most widely used methods for analyzing large databases of unstructured text from social media [57] [58]. The analysis of the co-occurrence network of words allows us to draw a network of relationships between words with a high degree of co-occurrence.…”

Section: Reviews Processingmentioning

confidence: 99%

What went right and what went wrong in my cellar door visit? A worldwide analysis of TripAdvisor’s reviews of Wineries & Vineyards

Barbierato

Bernetti

Capecchi

2022

WEP

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The purpose of this work is to study the issues of service quality and service failure during visits to cellar doors in the five regions where wine tourism is most developed: Hunter Valley (AU), Mendoza (AR), Napa Valley (the USA), Stellenbosch (ZA), and Tuscany (IT). We propose a methodology based on a combination of sentiment analysis and natural language processing applied to 89,672 TripAdvisor reviews. The results indicate that the issues most linked to service quality and service failure are as follows (in the order of importance): the quality of the main wine product, the experience in the tasting room, the organized tours, the empathy of the staff, the reliability of the staff, and the setting of the cellar and landscape. These themes are common to all five wine tourism regions, but each region treats them differently. The results obtained confirm and expand the results of previous studies and may prove useful both to professionals (wineries, tour operators, and travel agents) and for the design of a product that meets the needs of wine tourists. The main limitation of the study concerns the application of the methodology to the five most developed wine regions in the world; therefore, the results obtained may not be immediately applicable to the wine regions that are starting to develop wine tourism.

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Natural language processing approach for appraisal of passenger satisfaction and service quality of public transportation

Cited by 13 publications

References 18 publications

Data analytics methods to measure service quality: A systematic review

Data analytics methods to measure service quality: A systematic review

Global Perception of the Belt and Road Initiative: A Natural Language Processing Approach

What went right and what went wrong in my cellar door visit? A worldwide analysis of TripAdvisor’s reviews of Wineries & Vineyards

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