Percepción de la calidad de los servicios de transporte en São Paulo:
un análisis del sentimiento de la satisfacción de los ciudadanos en relación con las terminales de autobuses
DOI:
https://doi.org/10.5585/2024.23392Palabras clave:
Ciudades Inteligentes y Sostenibles, La teoría de las partes interesadas, Movilidad urbana, Análisis de los sentimientos, Calidad del Transporte UrbanoResumen
Propósito: Explorar la satisfacción de los ciudadanos sobre todos los terminales de autobuses (TR) en la ciudad de São Paulo, Brasil.
Método: Este estudio realizó un análisis de sentimiento de la percepción de los ciudadanos de 32 TR en São Paulo, que consta de 8.371 comentarios de usuarios en Google Maps.
Originalidad/relevancia: Este estudio destaca el papel del análisis de sentimientos como una herramienta ideal para el análisis de las partes interesadas en el contexto urbano.
Resultados: Primero, el análisis de sentimientos es una fuente valiosa para la gestión urbana orientada a las partes interesadas. En segundo lugar, el análisis de sentimientos brinda información detallada sobre la satisfacción de los ciudadanos, brindando valiosos consejos para que los administradores urbanos mejoran la calidad del servicio público. En tercer lugar, las ciudades inteligentes y sostenibles pueden proporcionar cantidades múltiples y masivas de datos que todos los tipos de partes interesadas urbanas pueden usar en la toma de decisiones, lo que proporciona subsidios para realizar análisis de sentimientos. En cuarto lugar, el análisis de opiniones es útil para que los administradores de RT mejoren los servicios de RT en función de las opiniones de los usuarios. Finalmente, los estudios futuros deberían explorar el método de clasificación de sentimientos en el análisis de sentimientos de los aspectos críticos desarrollados en este estudio, así como explorar la capacidad de respuesta de los servicios públicos municipales.
Contribuciones metodológicas: este estudio demostró que el análisis de sentimientos puede ser un método para analizar las opiniones y percepciones de las partes interesadas sobre los servicios del gobierno municipal.
Contribuciones para los profesionales: los planificadores urbanos, los responsables de la formulación de políticas de transporte y los administradores urbanos pueden utilizar el análisis de sentimientos para promover la gestión orientada a las partes interesadas, lo que a su vez promueve la democracia y el desempeño urbano.
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