Conference Proceedings

The Effectiveness of Sentiment Analysis for Detecting Fine-grained Service Quality

Mohammad Rahimi, Elham Naghi Zadeh Kakhki, Stephan Winter, Mark Stevenson

GeoComputation 2019 proceeding | University of Auckland | Published : 2019

Abstract

Improving public transport relies on the development of appropriate tools for measuring and monitoring service quality. While there are several studies exploring perceived service quality, these works are mainly based on surveys, which are limited to a pre-defined period and do not enable to constantly observe and analyze the respond of passengers to different events. As a result, they may miss events affecting service quality in a transport hub. In contrast, social media feeds provide an opportunity to constantly look for events that may affect the service quality. However, in a confined geographic area like a transport hub, the sparsity of data considerably reduce the effectiveness of stra..

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