Exploring Citizen Satisfaction with Public Transportation through Social Media and Open Text Surveys

The success and effectiveness of PT services as a sustainable mode of transportation highly depend on public attitudes toward them and public acceptance (Liu, Liddawi, Han, 2015). Thus, this research aims to analyze the perceptions of PT quality and satisfaction among individuals in Sweden. Specifically, the research objective is to identify the primary factors contributing to an individual's satisfaction and loyalty toward PT services by examining information from social media and open-ended surveys. It intends to introduce the importance of having an eye on the potential community-derived indicators contributing to the success of PT. The study intends to pinpoint the crucial subjects and factors related to PT quality that are the subject of discussion among people through text analysis and sentiment analysis methods. In addition, the research aims to emphasize the importance of social media data as complementary data in understanding people's opinions about PT services or specific programs, such as the development of new stations or new payment methods. By considering people's reviews and comments, the research can provide valuable insights for PT providers to improve the quality of services that align with the public's expectations. It could provide insights into how people feel about PT services and how they perceive recent initiatives or programs. These insights can help policymakers and service providers evaluate their initiatives' effectiveness and make necessary adjustments to improve the quality of PT services.
The research questions are:
Q1. What are the main satisfaction and PT quality indicators according to people's comments and reviews in Open-text surveys and social media?
Q2. What are people's sentiments on PT services and selected recent programs on social media data?