NDLI: Natural language processing approach for appraisal of passenger satisfaction and service quality of public transportation

Content Provider	IET Digital Library
Author	Liu, Yingpei Li, Ye Li, Wenxiang
Abstract	Owing to the limited-time relevance and labour cost of traditional traffic service surveys, the quantity and quality of the data collected are not satisfactory in many cases. As more people are becoming active on comment websites and given the advances in natural language processing (NLP) techniques, it is feasible to conduct the opinion mining of comments regarding transportation services at large scale and low cost. In this study, >25,900 comments on websites regarding various public transportation services in Shanghai were analysed using NLP techniques, including sentiment analysis to calculate people's satisfaction with different transit facilities, keyword extraction to understand the key point in comments, and co-occurrence analysis to understand the commonality and characteristics of different routes. The sentiment analysis shows that people are more satisfied with traffic hubs than vehicles, and people have the highest level of satisfaction with airports and the lowest level of satisfaction with buses. The keywords classified by sentiment values show the strengths and weaknesses of Bus No. 49. Finally, the authors interpret a few anomalies of the results by tracing the context around the keywords. This study designs an NLP approach of transportation survey to improve the quality of public transportation service.
Starting Page	1701
Ending Page	1707
Page Count	7
ISSN	1751956X
Volume Number	13
e-ISSN	17519578
Issue Number	Issue 11, Nov (2019)
Alternate Webpage(s)	https://digital-library.theiet.org/content/journals/iet-its/13/11
Alternate Webpage(s)	https://digital-library.theiet.org/content/journals/10.1049/iet-its.2019.0054
Journal	IET Intelligent Transport Systems
Publisher Date	2019-07-12
Access Restriction	Open
Rights Holder	© The Institution of Engineering and Technology
Subject Keyword	Co-occurrence Analysis Comment Websites Comments Data Mining Information Network Internet Keywords Knowledge Engineering Technique Labour Cost Limited-time Relevance Low Cost Natural Language Processing Natural Language Processing Approach Natural Language Processing Technique NLP Approach NLP Technique Opinion Mining Passenger Satisfaction Public Transport Public Transportation Service Sentiment Analysis Service Quality Text Analysis Traditional Traffic Service Surveys Traffic Engineering Computing Traffic Hubs Traffic Information System Transit Facilities Transportation Survey
Content Type	Text
Resource Type	Article
Subject	Law Transportation Environmental Science Mechanical Engineering

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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