Utilize este identificador para referenciar este registo:
https://hdl.handle.net/1822/90735
Título: | Rating urban transport services quality using a sentiment analysis approach |
Autor(es): | Belo, Orlando Milhazes, Ricardo |
Palavras-chave: | Customer Analytics Customer Opinion Analysis Sentiment Analysis Service Assessment Smart-City Governance |
Data: | 2023 |
Editora: | Springer, Cham |
Revista: | Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering (LNICST) |
Citação: | Belo, O., Milhazes, R. (2023). Rating Urban Transport Services Quality Using a Sentiment Analysis Approach. In: Lopes, S.I., Fraga-Lamas, P., Fernándes-Camáres, T.M., Dawadi, B.R., Rawat, D.B., Shakya, S. (eds) Smart Technologies for Sustainable and Resilient Ecosystems. Edge-IoT SmartGov 2022 2022. Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering, vol 510. Springer, Cham. https://doi.org/10.1007/978-3-031-35982-8_12 |
Resumo(s): | Urban transport systems are recognized as one of the most relevant pillars in the operation of a city, as well as in the quality of service they provide to its inhabitants and visitors. Today, transport network management and control systems play a key role in ensuring their operation, and planning new services in accordance with some specific requirements. Some of these services provide means to users for expressing their opinions about the services they used. When properly treated and analyzed, the opinions reveal very relevant information, both positive and negative, about the operation of public transport companies, which can be used to identify risk situations, malfunctions, or emerging threats, among other things. From the identification of these situations, transport companies can improve their image, attenuating or eliminating such critical and undesirable situations and, consequently, increasing the quality of the service they use and their earnings. In this paper, we present and discuss a system for analyzing complaints about services provided by a public transport company, in order to identify sentiments expressed in complaint texts and establish a complaint-index reflecting the negativity level of the complaint. |
Tipo: | Artigo em ata de conferência |
URI: | https://hdl.handle.net/1822/90735 |
ISBN: | 978-3-031-35981-1 |
e-ISBN: | 978-3-031-35982-8 |
DOI: | 10.1007/978-3-031-35982-8_12 |
ISSN: | 1867-8211 |
Versão da editora: | https://link.springer.com/chapter/10.1007/978-3-031-35982-8_12 |
Arbitragem científica: | yes |
Acesso: | Acesso restrito UMinho |
Aparece nas coleções: |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
---|---|---|---|---|
2022-SmartGov-Belo&Milhazes-CRP.pdf Acesso restrito! | 527,26 kB | Adobe PDF | Ver/Abrir |