A Novel Transit Rider Satisfaction Metric: Rider Sentiments Measured from Online Social Media Data

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