Quality perception of São Paulo transportation services:

Abstract

Purpose: To explore citizens’ satisfaction with all Bus Terminuses (BTs) in São Paulo City, Brazil. Method: This study performed a Sentiment Analysis of citizens' perception of 32 BTs of São Paulo, composed of 8,371 user comments on Google Maps. Originality/Relevance: This study highlights the role of Sentiment Analysis as an optimal tool for Stakeholder Analysis in the Urban Context. Findings: First, Sentiment Analysis is a valuable source for stakeholder-oriented urban management. Second, sentiment Analysis provides detailed information about citizen satisfaction, providing valuable cues for urban managers to improve public service quality. Third, Smart Sustainable Cities can provide multiple and massive quantities of data that all kinds of urban stakeholders can use in decision-making processes, which helps perform Sentiment Analysis. Fourth, Sentiment Analysis is helpful for BT managers to improve BT services based on the users' feelings. Finally, further studies should explore sentiment classification in Sentiment Analysis of the critical aspects unfolded in this study as well as for exploring responsiveness of municipal public services. Methodological Contributions: This study demonstrated that Sentiment Analysis can be a method for scrutinizing stakeholders' opinions and perceptions about governmental services at the city level. Practitioner Contributions: Urban Planners, Transportation Policy Makers, and Urban Managers can use Sentiment Analysis to foster stakeholder-oriented management, which in turn fosters democracy and urban performance.