Service Improvement Analysis Based on User Feedback Evaluations

Jichen Wang (), Shirui Wang () and Yue Sun ()
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Jichen Wang: Beijing Jiaotong University, School of Economics and Management
Shirui Wang: Beijing Jiaotong University, School of Economics and Management
Yue Sun: Beijing Jiaotong University, School of Computer and Information Technology

A chapter in Proceedings of the 2024 2nd International Conference on Digital Economy and Management Science (CDEMS 2024), 2024, pp 188-199 from Springer

Abstract: Abstract With the rise of new environmentally friendly travel modes, shared motorcycles are favored by more and more citizens, but they also often have many problems such as indiscriminate parking, inaccessibility, operational errors and so on, Therefore, the quality of the service needs to be improved. In the study, taking the feedback from shared motorcycle users in City C, a city in China, as the focus, we integrate TF-IDF and LDA topic model for text analysis. The research results show that the problems reflected by consumers are mostly focused on the use of vehicles, positioning accuracy, cost reasonableness, system operation, and other aspects. Given the above problems, suggestions with practical value are proposed to product suppliers and operators from the perspectives of product quality, system optimization, and placement points.

Keywords: shared motorcycle; LDA; TF-IDF; service improvement (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-488-4_21

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