Public transportation passenger satisfaction evaluation method and system based on public opinion knowledge graph

Abstract

The invention discloses a public transportation passenger satisfaction evaluation method and system based on a public opinion knowledge graph, and comprehensively considers a passenger satisfaction analysis method based on questionnaire survey and public transportation network public opinion. A network public opinion analysis technology, a natural language analysis method, a public transport knowledge graph, machine learning and other methods are applied to make a powerful supplement to traditional public transport passenger satisfaction analysis. The method mainly comprises the following steps: implementing text acquisition and processing analysis; completing modeling and storage of the public transport public opinion knowledge graph; acquiring and analyzing satisfaction information of'diving 'passengers; achieving public opinion index mapping, service score research and judgment and construction of a historical event method library. According to the method, text topic classificationand satisfaction index positioning are achieved, and corresponding relations between satisfaction and departments and responsibilities thereof are defined, so that powerful supplements can be providedfor traditional public transport passenger satisfaction analysis, and more scientific reference opinions can be provided for understanding public transport passenger demands and related department service shortages.

Description

technical field [0001] The invention relates to the field of traffic and transportation engineering and the field of computers. Background technique [0002] Public transport passenger satisfaction refers to the degree of satisfaction with the experience of public transport service availability, safety and reliability, and convenience and comfort. important way. Carry out subjective service quality evaluation based on the perspective of passengers, dig out the gap between service quality and service perception, and locate service modules and links that need to be improved through the results of satisfaction evaluation. [0003] The traditional satisfaction evaluation data comes from questionnaires, which has many defects. For example, the sample size is limited, the coverage is low, and the survey time is scattered. Constrained by the cost of the survey, there is little room for improvement in the quality of satisfaction evaluation, and it cannot meet the needs of long-te...

AI Technical Summary

Problems solved by technology

If the sample size is limited, the coverage is low, and the survey time is discrete

Constrained by survey costs, there is not much room for improvement in the quality of satisfaction evaluation, let alone long-term monitoring and refined service improvement needs; survey results usually only reflect the macro service level, and cannot locate specific problems and corresponding improvement measures

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