A Text-Mining and GIS Approach to Understanding Transit Customer Satisfaction

Abstract

Performance evaluation is a concept that most can understand. Examples of performance evaluation include evaluating the performance of students in schools via assignments and exams, and corporations and boards evaluating departmental and corporation-wide performance. In many of these instances, the objectives of performance evaluation are clear. In our first example, the aim of schools may be the education of students, and therefore performance evaluation is conducted to measure students’ understanding and learning of the syllabi. In our second example, the aim of corporations may be to improve efficiency (reduce costs) and increase income. Performance measures used by private sector corporations may include number of sales, customer satisfaction ratings, and number of clicks on advertisements.