Quality Perception of São Paulo Transportation Services: A Sentiment Analysis of Citizens’ Satisfaction Regarding Bus Terminuses

Percepção da Qualidade dos Serviços de Transporte de São Paulo: Uma Análise de Sentimento da Satisfação dos Cidadãos em relação aos Terminais de Ônibus

dc.creatorBeck, Donizete
dc.creatorTeixeira, Marco
dc.creatorMaróstica, Juliana
dc.creatorFerasso, Marcos
dc.date2024-06-21T02:13:26Z
dc.date2024-06-21T02:13:26Z
dc.date2024
dc.date.accessioned2024-07-17T21:15:07Z
dc.date.available2024-07-17T21:15:07Z
dc.identifier10.5585/2024.23392
dc.identifier23169834
dc.identifierhttps://hdl.handle.net/20.500.12728/11485
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/9509794
dc.descriptionPurpose: 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. © 2024 Universidade Nove de Julho-UNINOVE. All rights reserved.
dc.formatapplication/pdf
dc.languageen
dc.publisherUniversidade Nove de Julho-UNINOVE
dc.subjectSentiment Analysis
dc.subjectSmart Sustainable Cities
dc.subjectStakeholder Theory
dc.subjectUrban Mobility
dc.subjectUrban Transportation Quality
dc.titleQuality Perception of São Paulo Transportation Services: A Sentiment Analysis of Citizens’ Satisfaction Regarding Bus Terminuses
dc.titlePercepção da Qualidade dos Serviços de Transporte de São Paulo: Uma Análise de Sentimento da Satisfação dos Cidadãos em relação aos Terminais de Ônibus
dc.typeArticle


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