TY - JOUR
T1 - Social media analytics to connect system performability and quality of experience, with an application to Citibike
AU - Gongora Svartzman, Gabriela
AU - Ramirez-Marquez, Jose E.
AU - Barker, Kash
N1 - Publisher Copyright:
© 2019 Elsevier Ltd
PY - 2020/1
Y1 - 2020/1
N2 - Historically performance of city services has mostly been evaluated from a performability perspective based on what is commonly understood as a quality of service (QoS) analysis. High values of QoS are generally perceived by systems owners as reflective of a high quality of experience (QoE) by the system users. Unfortunately, such a statement is many times untrue. There is a lack of connection between the user experience and the system performance. As such, and given the availability of social media data regarding the usage of services and experiences, this work presents a novel framework to bring together QoS and QoE analyses, to integrate performance metrics with user expectations of services. This framework is illustrated via the bicycle sharing program of New York City, Citibike, where the combination of both QoS and QoE provides insights into a variety of issues related to the city and the service itself.
AB - Historically performance of city services has mostly been evaluated from a performability perspective based on what is commonly understood as a quality of service (QoS) analysis. High values of QoS are generally perceived by systems owners as reflective of a high quality of experience (QoE) by the system users. Unfortunately, such a statement is many times untrue. There is a lack of connection between the user experience and the system performance. As such, and given the availability of social media data regarding the usage of services and experiences, this work presents a novel framework to bring together QoS and QoE analyses, to integrate performance metrics with user expectations of services. This framework is illustrated via the bicycle sharing program of New York City, Citibike, where the combination of both QoS and QoE provides insights into a variety of issues related to the city and the service itself.
KW - City service visualization
KW - New York City
KW - Opinion mining
KW - Performance
KW - Quality of experience
KW - Topic modeling
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U2 - 10.1016/j.cie.2019.106146
DO - 10.1016/j.cie.2019.106146
M3 - Article
AN - SCOPUS:85075209707
SN - 0360-8352
VL - 139
JO - Computers and Industrial Engineering
JF - Computers and Industrial Engineering
M1 - 106146
ER -