A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Incorporating Crowdsourced Social Media Footprint in Delhi Metro’s Service Quality Assessment
https://orcid.org/http://orcid.org/0000-0002-2717-1833
https://orcid.org/http://orcid.org/0000-0002-7476-1297
In today’s competitive environmentEnvironments, assessing service quality has emerged as a strategic instrument for enhancing efficiency and persuading users to opt for the service. But the service provider’s challengeChallenges is ascertaining the commuter perceptionCommuter Perception, especially on qualitative aspects of perceived service quality. In public transport, a comprehensive service quality assessmentService quality assessment (SQA) framework has proven effective in assessing service performance when ‘commuter perceptionCommuter Perception’ is the measuring unit of service quality. Most developing countries, including IndiaIndia, struggle to actively incorporate commuter perspectives when assessing the qualitative aspects of service quality. To aid, social media data can prove to be a game shift in this modern digital era to offer an insight into the commuter perceptionPerception of service delivery. The chapter aims to incorporate social media data for integrating qualitative aspects based on commuters’ perceptionsPerception into the public transport SQAService quality assessment framework for the Delhi metro. The study extracts Twitter data, performs semantic and sentiment analysisSentiment analysis to comprehend commuters’ concerns and assesses commuters’ sentiments on the predicted concerns. Further, the service performance score is calculated using a weighted SERVPERF scale, and an Importance-Performance analysis is performed to identify the priority areas. The benefitBenefit of this method is twofold; first, it allows for establishing a real-time feedback structure that benefits both the service provider and commuters, and second, it allows for the periodic assessment of commuters’ perceptionsPerception of service delivery.
Incorporating Crowdsourced Social Media Footprint in Delhi Metro’s Service Quality Assessment
https://orcid.org/http://orcid.org/0000-0002-2717-1833
https://orcid.org/http://orcid.org/0000-0002-7476-1297
In today’s competitive environmentEnvironments, assessing service quality has emerged as a strategic instrument for enhancing efficiency and persuading users to opt for the service. But the service provider’s challengeChallenges is ascertaining the commuter perceptionCommuter Perception, especially on qualitative aspects of perceived service quality. In public transport, a comprehensive service quality assessmentService quality assessment (SQA) framework has proven effective in assessing service performance when ‘commuter perceptionCommuter Perception’ is the measuring unit of service quality. Most developing countries, including IndiaIndia, struggle to actively incorporate commuter perspectives when assessing the qualitative aspects of service quality. To aid, social media data can prove to be a game shift in this modern digital era to offer an insight into the commuter perceptionPerception of service delivery. The chapter aims to incorporate social media data for integrating qualitative aspects based on commuters’ perceptionsPerception into the public transport SQAService quality assessment framework for the Delhi metro. The study extracts Twitter data, performs semantic and sentiment analysisSentiment analysis to comprehend commuters’ concerns and assesses commuters’ sentiments on the predicted concerns. Further, the service performance score is calculated using a weighted SERVPERF scale, and an Importance-Performance analysis is performed to identify the priority areas. The benefitBenefit of this method is twofold; first, it allows for establishing a real-time feedback structure that benefits both the service provider and commuters, and second, it allows for the periodic assessment of commuters’ perceptionsPerception of service delivery.
Incorporating Crowdsourced Social Media Footprint in Delhi Metro’s Service Quality Assessment
https://orcid.org/http://orcid.org/0000-0002-2717-1833
https://orcid.org/http://orcid.org/0000-0002-7476-1297
In today’s competitive environmentEnvironments, assessing service quality has emerged as a strategic instrument for enhancing efficiency and persuading users to opt for the service. But the service provider’s challengeChallenges is ascertaining the commuter perceptionCommuter Perception, especially on qualitative aspects of perceived service quality. In public transport, a comprehensive service quality assessmentService quality assessment (SQA) framework has proven effective in assessing service performance when ‘commuter perceptionCommuter Perception’ is the measuring unit of service quality. Most developing countries, including IndiaIndia, struggle to actively incorporate commuter perspectives when assessing the qualitative aspects of service quality. To aid, social media data can prove to be a game shift in this modern digital era to offer an insight into the commuter perceptionPerception of service delivery. The chapter aims to incorporate social media data for integrating qualitative aspects based on commuters’ perceptionsPerception into the public transport SQAService quality assessment framework for the Delhi metro. The study extracts Twitter data, performs semantic and sentiment analysisSentiment analysis to comprehend commuters’ concerns and assesses commuters’ sentiments on the predicted concerns. Further, the service performance score is calculated using a weighted SERVPERF scale, and an Importance-Performance analysis is performed to identify the priority areas. The benefitBenefit of this method is twofold; first, it allows for establishing a real-time feedback structure that benefits both the service provider and commuters, and second, it allows for the periodic assessment of commuters’ perceptionsPerception of service delivery.
Incorporating Crowdsourced Social Media Footprint in Delhi Metro’s Service Quality Assessment
Springer Geography
Chatterjee, Uday (editor) / Bandyopadhyay, Nairwita (editor) / Setiawati, Martiwi Diah (editor) / Sarkar, Soma (editor) / Agrawal, Apoorv (author) / Kuriakose, Paulose N. (author)
2023-05-24
25 pages
Article/Chapter (Book)
Electronic Resource
English
Commuter perception , Semantic analysis , Sentiment analysis , Latent Dirichlet allocation (LDA) , Service quality assessment , Bidirectional encoder representations from transformers (BERT) Environment , Sustainable Development , Public Policy , Climate, general , Cities, Countries, Regions , Earth and Environmental Science
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