Supporting sustainable system adoption: Socio-semantic analysis of transit rider debates on social media
Sustainable Cities and Society(2018)
摘要
•An integrated analysis of the social and semantic networks of social media accounts for three transit agencies in Canada in a span of a year.•Developed and used a transit-specific lexicon to support consistent comparison of topics across agencies.•Analyzed days with normal operations and those with service disruptions.•One of the main findings is that information delivery to users is now a major part of any customer satisfaction analysis.•The 100-followers network can approximate the overall network. Mid-size sub-communities tend to be the place where issue discussions take place.
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关键词
Customer satisfaction,Energy saving,Ridership behavior,Social media,Social network analysis,Semantic analysis
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