Social media analytics to connect system performability and quality of experience, with an application to Citibike

Gabriela Gongora Svartzman, Jose E. Ramirez-Marquez, Kash Barker

Research output: Contribution to journalArticlepeer-review

3 Scopus citations

Abstract

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.

Original languageEnglish
Article number106146
JournalComputers and Industrial Engineering
Volume139
DOIs
StatePublished - Jan 2020

Keywords

  • City service visualization
  • New York City
  • Opinion mining
  • Performance
  • Quality of experience
  • Topic modeling

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