A novel transit rider satisfaction metric: Rider sentiments measured from online social media data

The goal of this paper is to demonstrate the use of an innovative social media-based data source, Twitter, to evaluate transit rider satisfaction. Transit authorities have access to vast amounts of performance metrics that measure ridership, timeliness, efficiency, safety, cleanliness, and service, to name a few. These performance metrics, however, are generally one-sided; they represent the interests of the business and are not customer-based. This paper recognizes the limitations of standard performance metrics and attempts to gauge transit rider sentiments by measuring Twitter feeds. Sentiment analysis is used to classify a population of rider sentiments over a period of time. Conclusions are drawn from totals of positive and negative sentiments, normalized average sentiments, and the total number of Tweets collected over a time period.

Record URL:
Availability:
- Find a library where document is available. Order URL: http://worldcat.org/oclc/30755822
Authors:
- Collins, Craig
- Hasan, Samiul
- Ukkusuri, Satish V
Publication Date: 2013

Language

English

Media Info

Media Type: Print
Features: Figures; References; Tables;
Pagination: pp 21-45
Serial:
- Journal of Public Transportation
- Volume: 16
- Issue Number: 2
- Publisher: University of South Florida, Tampa
- ISSN: 1077-291X
- EISSN: 2375-0901
- Serial URL: http://scholarcommons.usf.edu/jpt/
Publication flags:
Open Access (libre)

Subject/Index Terms

TRT Terms: Customer satisfaction; Data collection; Metrics (Quantitative assessment); Public transit; Social media; Transit riders
Identifier Terms: Twitter
Subject Areas: Data and Information Technology; Passenger Transportation; Planning and Forecasting; Public Transportation; I70: Traffic and Transport;

Filing Info

Accession Number: 01491556
Record Type: Publication
Files: TRIS
Created Date: Aug 14 2013 1:53PM