The Method of Analyzing Metro Complaint Data and Its Application

机译：地铁投诉数据分析方法及其应用

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The rapid development of urban rail transit system appeals to more and more people choosing metro as the main trip mode. Meanwhile, the increasing passenger volume brings great challenges and much pressure on metro operation, thus breeding a lot of passenger complaints. In dealing with passenger complaints, now the metro agencies use the artificial method to classify complaint data and make a simple summary which is inefficient and to be enhanced. Based on that, this paper aims to establish a complaint data analyzing system to address such concerns, and the system structure is designed. Furthermore, several analysis methods are integrated to deal with the comprehensive complaint data, including text mining, geostatistical analysis, classification algorithm, and data visualization. With multidimensional analysis, this paper focuses on the hot points and pain points in passenger complaints, ultimately provides decision support for operation managers.

机译：城市轨道交通系统的快速发展吸引了越来越多的人选择地铁作为主要出行方式。同时，客运量的增加给地铁运营带来了巨大的挑战和压力，从而滋生了很多乘客的抱怨。现在，在处理乘客投诉时，地铁机构使用人工方法对投诉数据进行分类，并进行简单的汇总，效率低下并有待改进。在此基础上，本文旨在建立解决此类问题的投诉数据分析系统，并设计了系统结构。此外，还集成了多种分析方法来处理综合投诉数据，包括文本挖掘，地统计分析，分类算法和数据可视化。通过多维分析，本文着重于乘客投诉的热点和痛点，最终为运营经理提供决策支持。

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《COTA international conference of transportation professionals》|2017年|2005-2016|共12页
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Jing Teng; Chang-Peng Guo; Jian-Lin Li; Yue-Qin Chen; Xin-Zheng Yang;
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The Method of Analyzing Metro Complaint Data and Its Application

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