TRB Pubsindex
Text Size:
x

« Prev Next »

Return to Results | New Search

Bookmark and Share

Title:

How Are We Doing? Opinion Mining Customer Sentiment in US Transit Agencies and Airlines via Twitter

Accession Number:

01372724

Record Type:

Component

Abstract:

This manuscript examines the unsolicited comments on the social media site Twitter using a simple opinion mining method. The data are scored using a commonly available, experimentally tested lexicon of words associated with both positive and negative experiences. Analysis of the scoring performance finds that even though the analysis uses a simple algorithm, the algorithm performs fairly well in clustering similar services, recognizing non-opinions, and marking both strongly positive and strongly negative assessments. Among transit agencies, Translink in Vancouver and TriMet in Portland have the least negative commentary in their feeds. Alaska Airlines and Southwest were the airlines with the most positive comments appearing on Twitter.

Supplemental Notes:

This paper was sponsored by TRB committee ADA60 Public Involvement in Transportation

Monograph Accession #:

01362476

Report/Paper Numbers:

12-2659

Language:

English

Corporate Authors:

Transportation Research Board

500 Fifth Street, NW
Washington, DC 20001 United States

Authors:

Schweitzer, Lisa

Pagination:

16p

Publication Date:

2012

Conference:

Transportation Research Board 91st Annual Meeting

Location: Washington DC, United States
Date: 2012-1-22 to 2012-1-26
Sponsors: Transportation Research Board

Media Type:

Digital/other

Features:

Figures; References; Tables

Identifier Terms:

Twitter

Subject Areas:

Aviation; Data and Information Technology; Passenger Transportation; Planning and Forecasting; Public Transportation; Society; I72: Traffic and Transport Planning

Source Data:

Transportation Research Board Annual Meeting 2012 Paper #12-2659

Files:

TRIS, TRB

Created Date:

Feb 8 2012 5:11PM