Chang, T; Chi, S and Im, S B (2022) Understanding user experience and satisfaction with urban infrastructure through text mining of civil complaint data. Journal of Construction Engineering and Management, 148(8): 04022061, ISSN 0733-9364
Abstract
With the increase in public concern about the aging of urban infrastructure and the associated risk of safety accidents, it is important to maintain the safety and serviceability of urban infrastructure in accordance with user satisfaction. Although many studies have attempted to consider user experience and satisfaction based on user surveys and civil complaint data analysis, they have had difficulty in identifying user dissatisfaction factors where users feel unsafe or uncomfortable while using the infrastructure. The main purpose of the research presented here is to understand user experience and satisfaction with urban infrastructure by text mining self-written civil complaint data. To achieve this objective, the researchers adopted the following procedures: (1) development of a civil complaint thesaurus for the text mining of civil complaint data; (2) text preprocessing of civil complaint data by using the thesaurus; and (3) keyword extraction and recognition of the relationships between the keywords to explore user-experience factors related to urban infrastructure. The research team used 2,945 bridge complaint data records and 404 tunnel complaint data records in text format from the Korean Safety e-Report database. From the collected data, the researchers developed a civil complaint thesaurus with 47 semantic relationships between words, such as Korean compound words, synonyms, and hypernym- hyponyms. As a result of keyword extraction, "breakage,""accident,"and "road"for bridge complaints, and "entrance,""accident,"and "breakage"for tunnel complaints were the selected words representing user experiences, and were visualized in a tag cloud. Also, critical user-experience factors such as unsafe or uncomfortable situations on bridge roads (e.g., "breakage,""construction,"and "pothole"), and dissatisfaction factors at tunnel entrances (e.g., "streetlight,""view,"and "sign") were explored using semantic network analysis. The outcome of this research will contribute to identifying user-experience factors from civil complaint data and improving the safety and serviceability of urban infrastructure by considering user experience and satisfaction in infrastructure maintenance practices.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | civil complaint data; semantic network analysis; text mining; urban infrastructure maintenance; user satisfaction |
| Index terms: | satisfaction, network analysis, database, mining, tunnel, data analysis, urban infrastructure, survey, complaint, user satisfaction, user experience |
| Subjects: | data management, conflict resolution, geotechnical engineering, infrastructure and transport systems, data collection methods, user-centered design, client relations, data analysis and analytics, project delivery |
| Topics: | Stakeholder Management, Engineering Principles, Research Practice, Project Management, Urban Studies, Digital Applications, Design Practice |
| Descriptive scope: | 4 PCEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here