Percepção da qualidade dos serviços de transporte de São Paulo:
uma análise de sentimento da satisfação dos cidadãos em relação aos terminais de ônibus
DOI:
https://doi.org/10.5585/2024.23392Palavras-chave:
Cidades Inteligentes e Sustentáveis, Teoria dos Stakeholders, Mobilidade Urbana, Análise de sentimentos, Qualidade do Transporte UrbanoResumo
Objetivo: Explorar a satisfação dos cidadãos sobre todos os terminais rodoviários (TRs) da cidade de São Paulo, Brasil.
Método: Este estudo realizou análise de sentimentos da percepção dos cidadãos de 32 TRs de São Paulo, composta por 8.371 comentários de usuários no Google Maps.
Originalidade/Relevância: Este estudo destaca o papel da análise de sentimentos como uma ferramenta ideal para a análise de stakeholders no contexto urbano.
Resultados: Primeiro, a análise de sentimentos é uma fonte valiosa para a gestão urbana orientada aos stakeholders. Segundo, a análise de sentimento fornece informações detalhadas sobre a satisfação do cidadão, fornecendo dicas valiosas para os gestores urbanos melhorarem a qualidade do serviço público. Terceiro, as Cidades Inteligentes e Sustentáveis podem fornecer quantidades múltiplas e massivas de dados que todos os tipos de stakeholders urbanos podem usar na tomada de decisão, o que fornece subsídios para realizar a análise de sentimentos. Quarto, a análise de sentimentos é útil para gestores de TRs melhorarem os serviços de TRs com base nos sentimentos do usuário. Finalmente, estudos futuros devem explorar o método classificação de sentimentos na análise de sentimentos dos aspectos críticos desdobrados neste estudo, bem como para explorar a responsividade dos serviços públicos municipais.
Contribuições metodológicas: Este estudo demonstrou que a análise de sentimentos pode ser um método para escrutinar as opiniões e percepções de stakeholders sobre os serviços governamentais municipais
Contribuições aos profissionais: Planejadores urbanos, formuladores de políticas de transporte e gestores urbanos podem usar a análise de sentimentos para promover uma gestão orientada aos stakeholders, que por sua vez promove a democracia e o desempenho urbano.
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