Exploring Passengers’ Emotions and Satisfaction: A Comparative Analysis of Airport and Railway Station through Online Reviews

Abstract

To enhance the service quality and sustainable development of urban transport hubs, a comprehensive understanding of passengers’ emotional inclinations and satisfaction levels is paramount. This study analyzes online reviews from passengers at three different types of transport hub in Changsha, China. We aim to understand passengers’ experiences by analyzing word frequency, semantic networks, and sentiment. Our analysis shows that passengers’ words can be grouped into four categories. Core words are more important in shaping passenger evaluations than edge words. The sentiment and satisfaction analysis reveals passengers are generally satisfied with the convenient transit options and the cleanliness of the transport hubs. The study also shows that passenger satisfaction levels have steadily increased over the years across different transport hubs. During holidays, passengers at airports and high-speed train stations express more positive sentiments. Passengers with shorter comments tend to be more satisfied than those with longer comments.