Quality perception of São Paulo transportation services:
a sentiment analysis of citizens’ satisfaction regarding bus terminuses
DOI:
https://doi.org/10.5585/2024.23392Keywords:
Smart Sustainable Cities, Stakeholder Theory, Urban Mobility, Sentiment Analysis, Urban Transportation QualityAbstract
Purpose: To explore citizens’ satisfaction with all Bus Terminuses (BTs) in São Paulo City, Brazil.
Method: This study performed a Sentiment Analysis of citizens' perception of 32 BTs of São Paulo, composed of 8,371 user comments on Google Maps.
Originality/Relevance: This study highlights the role of Sentiment Analysis as an optimal tool for Stakeholder Analysis in the Urban Context.
Findings: First, Sentiment Analysis is a valuable source for stakeholder-oriented urban management. Second, sentiment Analysis provides detailed information about citizen satisfaction, providing valuable cues for urban managers to improve public service quality. Third, Smart Sustainable Cities can provide multiple and massive quantities of data that all kinds of urban stakeholders can use in decision-making processes, which helps perform Sentiment Analysis. Fourth, Sentiment Analysis is helpful for BT managers to improve BT services based on the users' feelings. Finally, further studies should explore sentiment classification in Sentiment Analysis of the critical aspects unfolded in this study as well as for exploring responsiveness of municipal public services.
Methodological Contributions: This study demonstrated that Sentiment Analysis can be a method for scrutinizing stakeholders' opinions and perceptions about governmental services at the city level.
Practitioner Contributions: Urban Planners, Transportation Policy Makers, and Urban Managers can use Sentiment Analysis to foster stakeholder-oriented management, which in turn fosters democracy and urban performance.
Downloads
References
Ahad, M. A., Paiva, S., Tripathi, G., & Feroz, N. (2020). Enabling technologies and sustainable smart cities. Sustainable Cities and Society, 61, 102301. https://doi.org/10.1016/j.scs.2020.102301
Amankwah-Amoah, J. (2016). Emerging economies, emerging challenges: Mobilising and capturing value from big data. Technological Forecasting and Social Change, 110, 167-174. https://doi.org/10.1016/j.techfore.2015.10.022
Arvidsson, N., & Pazirandeh, A. (2017). An ex ante evaluation of mobile depots in cities: A sustainability perspective. International Journal of Sustainable Transportation, 11(8), 623–632. https://doi.org/10.1080/15568318.2017.1294717.
Bannister, F., & Connolly, R. (2014). ICT, public values and transformative government: A framework and programme for research. Government Information Quarterly, 31(1), 119-128. https://doi.org/10.1016/j.giq.2013.06.002
Beck, D., & Conti, D. M. (2021). The Role of Urban Innovativeness, Smart Governance, and Smart Development in the Urban Smartness. Humanidades & Inovação, 8(49), 141-151.
Beck, D., & Storopoli, J. (2021). Cities through the lens of Stakeholder Theory: A literature review. Cities, 118, 103377. https://doi.org/10.1016/j.cities.2021.103377.
Beck, D., & Ferasso, M. (2023a). How can Stakeholder Capitalism contribute to achieving the Sustainable Development Goals? A Cross-network Literature Analysis. Ecological Economics, 204, 107673. https://doi.org/10.1016/j.ecolecon.2022.107673
Beck, D. F., & Ferasso, M. (2023b). Bridging 'Stakeholder Value Creation' and 'Urban Sustainability': The need for better integrating the Environmental Dimension. Sustainable Cities and Society, 104316. https://doi.org/10.1016/j.scs.2022.104316
Beck, D., Ferasso, M., Storopoli, J., & Vigoda-Gadot, E. (2023). Achieving the sustainable development goals through stakeholder value creation: Building up smart sustainable cities and communities. Journal of Cleaner Production, 399, 136501. https://doi.org/10.1016/j.jclepro.2023.136501
Beck, D. (2023). The EESSGG proposition for stakeholder-oriented urban management performance: A theoretical perspective. Journal of Environmental Management & Sustainability, 12(1), e23099. https://doi.org/10.5585/geas.v12i1.23099
Beck, D., Storopoli, J., Cunha, J. C., Vigoda-Gadot, E. (in press). Strategic Resource Management in Private, Public, and Mixed-Owned Organisations in Cities: The Power of Strategic Urban Networks. International Journal of Services, Economics and Management.
Beck, D., & Vigoda-Gadot, E. (in press). Stakeholder-orientation in the Governance of Israeli Cities and Local Communities: A Qualitative Meta-Analysis. Israel Affairs.
Bibri, S. E., & Krogstie, J. (2017). Smart sustainable cities of the future: An extensive interdisciplinary literature review. Sustainable Cities and Society, 31, 183-212. https://doi.org/10.1016/j.scs.2017.02.016
Borrego, Á., & Navarra, M. C. (2021). What users say about public libraries: an analysis of Google Maps reviews. Online Information Review, 45(1), 84-98. https://doi.org/10.1108/OIR-09-2019-0291
Bryson, J. M., Patton, M. Q., & Bowman, R. A. (2011). Working with evaluation stakeholders: A rationale, step-wise approach and toolkit. Evaluation and Program Planning, 34(1), 1–12. https://doi.org/10.1016/j.evalprogplan.2010.07.001Get.
Caquard, S. (2014). Cartography II: Collective cartographies in the social media era. Progress in Human Geography, 38(1), 141-150. https://doi.org/10.1177/0309132513514005
Carvalho, R. S., Levy, W., Bezerra, A. J. R., & Matos, C. A. (2021). Studies on Smart Cities and the Place of Democracy. Quaestio Iuris, 14(4), 1001-1038. https://doi.org/10.12957/rqi.2021.62782
Cavalheiro, E. R. M., Quaresma, C. C., & Conti, D. M. (2021). The use of smart traffic light in sustainable urban mobility: a systematic literature review. Revista Brasileira de Gestão e Desenvolvimento Regional, 17(1), 274-289.
Chatfield, A. T., & Reddick, C. G. (2018). Customer agility and responsiveness through big data analytics for public value creation: A case study of Houston 311 on-demand services. Government Information Quarterly, 35(2), 336-347. https://doi.org/10.1016/j.giq.2017.11.002
Clarke, A., & Margetts, H. (2014). Governments and citizens getting to know each other? Open, closed, and big data in public management reform. Policy & Internet, 6(4), 393-417. https://doi.org/10.1002/1944-2866.POI377
Cordella, A., & Bonina, C. M. (2012). A public value perspective for ICT enabled public sector reforms: A theoretical reflection. Government Information Quarterly, 29(4), 512-520. https://doi.org/10.1016/j.giq.2012.03.004
Corsi, A., Pagani, R., e Cruz, T. B. R., de Souza, F. F., & Kovaleski, J. L. (2022). Smart sustainable cities: characterization and impacts for sustainable development goals. Journal of Environmental Management & Sustainability, 11(1), 20750. https://doi.org/10.5585/geas.v11i1.20750
De Vries, E., Schoonvelde, M., & Schumacher, G. (2018). No longer lost in translation: Evidence that Google Translate works for comparative bag-of-words text applications. Political Analysis, 26(4), 417-430. https://doi.org/10.1017/pan.2018.26
Fellows, I. (2018). wordcloud: Word Clouds. R package version 2.6. https://CRAN.R-project.org/package=wordcloud
Freeman, R. E., Harrison, J. S., Wicks, A. C., Parmar, B., & De Colle, S. (2010). Stakeholder Theory: The state of the art. Cambridge: Cambridge University Press.
Freire, F. S., de Oliveira, L. G., Junior, A. N., da Silva, N. O., & Crispim, F. (2022). Cidade Inteligente: diagnóstico dos aspectos econômicos e da força produtiva do Distrito Federal. Journal of Environmental Management & Sustainability, 11(1), 20383. https://doi.org/10.5585/geas.v11i1.20383
Guo, Y., Chen, J., & Liu, Z. (2022). Government responsiveness and public acceptance of big-data technology in urban governance: Evidence from China during the COVID-19 pandemic. Cities, 122, 103536. https://doi.org/10.1016/j.cities.2021.103536
Harrison, J. S., Freeman, R. E., & Abreu, M. C. S. D. (2015). Stakeholder Theory as an ethical approach to effective management: Applying the theory to multiple contexts. Review of Business Management, 17(55), 858–869. https://doi.org/10.7819/rbgn.v17i55.2647.
Hvitfeldt, E., & Silge, J. (2022). textdata: Download and Load Various Text Datasets. R package version 0.4.4. https://CRAN.R-project.org/package=textdata
Hu, M., & Liu, B. (2004, August). Mining and summarizing customer reviews. In Proceedings of the Tenth ACM SIGKDD International Conference on Knowledge Discovery and Data Mining (pp. 168-177), Seattle, Washington, USA, Association for Computing Machinery. https://doi.org/10.1145/1014052.1014073
Ibrahim, M., El-Zaart, A., & Adams, C. (2017). Stakeholders Engagement in Smart Sustainable Cities: A Proposed Model. International conference on computer and applications (ICCA). United Arab Emirates: Doha. https://doi.org/10.1109/COMAPP.2017.8079773.
Ignaccolo, M., Inturri, G., & Le Pira, M. (2018). Framing stakeholder involvement in sustainable port planning. Transactions on Maritime Science, 7(2), 136–142. https://doi.org/10.7225/toms.v07.n02.003.
Ji, J., & Gao, X. (2010). Analysis of people's satisfaction with public transportation in Beijing. Habitat International, 34(4), 464-470. https://doi.org/10.1016/j.habitatint.2009.12.003
Kaity, M., & Balakrishnan, V. (2020). Sentiment lexicons and non-English languages: a survey. Knowledge and Information Systems, 62, 4445-4480. https://doi.org/10.1007/s10115-020-01497-6
Kedron, P., Li, W., Fotheringham, S., & Goodchild, M. (2021a). Reproducibility and replicability: opportunities and challenges for geospatial research. International Journal of Geographical Information Science, 35(3), 427-445. https://doi.org/10.1080/13658816.2020.1802032
Kedron, P., Frazier, A. E., Trgovac, A. B., Nelson, T., & Fotheringham, A. S. (2021b). Reproducibility and replicability in geographical analysis. Geographical Analysis, 53(1), 135-147. https://doi.org/10.1111/gean.12221
Khan, A. M., & Loan, F. A. (2022). Exploring the reviews of Google Maps to assess the user opinions about public libraries. Library Management, 43(8-9), 601-615. https://doi.org/10.1108/LM-05-2022-0053
Khreis, H., Warsow, K. M., Verlinghieri, E., Guzman, A., Pellecuer, L., Ferreira, A., … Nieuwenhuijsen, M. (2016). The health impacts of traffic-related exposures in urban areas: understanding real effects, underlying driving forces and co-producing future directions. Journal of Transport and Health, 3(3), 249–267. https://doi.org/10.1016/j.jth.2016.07.002.
Lee, K., & Yu, C. (2018). Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews. Journal of Air Transport Management, 71, 28-44. https://doi.org/10.1016/j.jairtraman.2018.05.004
Li, L., Mao, Y., Wang, Y., & Ma, Z. (2022). How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis. Journal of Air Transport Management, 105, 102298. https://doi.org/10.1016/j.jairtraman.2022.102298
Liu, B. (2020). Sentiment Analysis: Mining Opinions, Sentiments, and Emotions (second edition). Cambridge: Cambridge University Press. http://dx.doi.org/10.1017/9781108639286
Maas, A., Daly, R. E., Pham, P. T., Huang, D., Ng, A. Y., & Potts, C. (2011, June). Learning word vectors for sentiment analysis. In Proceedings of the 49th annual meeting of the association for computational linguistics: Human language technologies (pp. 142–150), Portland, Oregon, USA. Association for Computational Linguistics. https://aclanthology.org/P11-1015.pdf
Macke, J., Casagrande, R. M., Sarate, J. A. R., & Silva, K. A. (2018). Smart city and quality of life: Citizens’ perception in a Brazilian case study. Journal of Cleaner Production, 182, 717-726. https://doi.org/10.1016/j.jclepro.2018.02.078
Macke, J., Sarate, J. A. R., & Moschen, S. A. (2019). Smart sustainable cities evaluation and sense of community. Journal of Cleaner Production, 239, 118103. https://doi.org/10.1016/j.jclepro.2019.118103
Mathayomchan, B., & Taecharungroj, V. (2020). “How was your meal?” Examining customer experience using Google maps reviews. International Journal of Hospitality Management, 90, 102641. https://doi.org/10.1016/j.ijhm.2020.102641
Mendes, M. C. P., de Castro Fontes, M. S. G., & Magagnin, R. C. (2021). Experiências participativas no planejamento e gestão urbana: uma revisão sistemática. Journal of Environmental Management & Sustainability, 10(1), 19346. https://doi.org/10.5585/geas.v10i1.19346
Michelam, L. D., Cortese, T. T. P., Yigitcanlar, T., & Vils, L. (2020). O desenvolvimento urbano baseado no conhecimento como estratégia para promoção de cidades inteligentes e sustentáveis. Journal of Environmental Management & Sustainability, 9(1), 18740. https://doi.org/10.5585/geas.v9i1.18740
Miller, P., de Barros, A. G., Kattan, L., & Wirasinghe, S. C. (2016). Public transportation and sustainability: A review. KSCE Journal of Civil Engineering, 20(3), 1076-1083. https://doi.org/10.1007/s12205-016-0705-0
Mishra, S., Kushwaha, A., Aggrawal, D., & Gupta, A. (2019). Comparative emission study by real-time congestion monitoring for stable pollution policy on temporal and meso-spatial regions in Delhi. Journal of Cleaner Production, 224, 465-478. https://doi.org/10.1016/j.jclepro.2019.03.122
Mohan, D., Tiwari, G., Goel, R., & Lahkar, P. (2017). Evaluation of odd–even day traffic restriction experiments in Delhi, India. Transportation Research Record, 2627(1), 9-16. https://doi.org/10.3141/2627-02
Müller, K., & Wickham, H. (2021). tibble: Simple Data Frames. R package version 3.1.6. https://CRAN.R-project.org/package=tibble
Netto, N. A., & Ramos, H. R. (2017). Estudo da Mobilidade Urbana no contexto brasileiro. Journal of Environmental Management & Sustainability, 6(2), 59-72. https://doi.org/10.5585/geas.v6i2.847
Park, J. Y., Mistur, E., Kim, D., Mo, Y., & Hoefer, R. (2022). Toward human-centric urban infrastructure: Text mining for social media data to identify the public perception of COVID-19 policy in transportation hubs. Sustainable Cities and Society, 76, 103524. https://doi.org/10.1016/j.scs.2021.103524
Phun, V. K., Kato, H., & Chalermpong, S. (2019). Paratransit as a connective mode for mass transit systems in Asian developing cities: Case of Bangkok in the era of ride-hailing services. Transport Policy, 75, 27-35. https://doi.org/10.1016/j.tranpol.2019.01.002
Purwana, Y. M., Goro, G. L., Fitri, S. N., Setiawan, B., & Arbianto, R. (2022). Assessment of Seismic Loss in Surakarta School Buildings. Civil Engineering and Architecture, 10(5), 1772-1787. https://doi.org/10.13189/cea.2022.100506
R Core Team (2021). R: A language and environment for statistical computing. R Foundation for Statistical Computing, Vienna,
Austria. https://www.R-project.org/
São Paulo Transporte (SPTrans). (2022). Terminais | SPTrans. Retrieved from: https://www.sptrans.com.br/terminais
Silge J., & Robinson, D. (2016). tidytext: Text mining and analysis using tidy data principles in R. Journal of Open Source Software, 1(3), 37, https://doi.org/10.21105/joss.00037
Storopoli, J., Rufín, C., Quirino, G., & Ramos, H. (2019). Themes and methods in sustainability research. Journal of Environmental Management & Sustainability, 8(3), 410-430. https://doi.org/10.5585/GEAS.V8I3.15731
Tantalo, C., & Priem, R. L. (2014). Value creation through stakeholder synergy. Strategic Management Journal, 37(2), 314–329. https://doi.org/10.1002/smj.2337
Tao, W. (2013). Interdisciplinary urban GIS for smart cities: advancements and opportunities. Geo-spatial Information Science, 16(1), 25-34. https://doi.org/10.1080/10095020.2013.774108
Thomas, P., & Palfrey, C. (1996). Evaluation: stakeholder‐focused criteria. Social Policy & Administration, 30(2), 125-142.
https://doi.org/10.1111/j.1467-9515.1996.tb00432.x
Wickham, H. (2007). Reshaping data with the reshape package. Journal of Statistical Software, 21(12), 1-20. https://doi.org/10.18637/jss.v021.i12
Wickham, H. (2016). ggplot2: Elegant Graphics for Data Analysis. New York: Springer-Verlag.
Wickham, H. (2019). stringr: Simple, Consistent Wrappers for Common String Operations. R package version 1.4.0. https://CRAN.R-project.org/package=stringr
Wickham, H, & Bryan, J. (2019). readxl: Read Excel Files. R package version 1.3.1. https://CRAN.R-project.org/package=readxl
Wickham, H., François, R., Henry, L. & Müller, K. (2022). dplyr: A Grammar of Data Manipulation. R package version 1.0.8. https://CRAN.R-project.org/package=dplyr
Yin, R. K. (2018). Case study research and applications: design and methods. Thousand Oaks: SAGE Publications, Inc.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Autores
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
