Internet Public Opinion Sentiment Analysis on Topic of Taiwan Freeway’s Distance-based Toll Collection Using Three-way Decisions Theory

• Main Authors: Yi-Chen Tsai, 蔡易辰
• Other Authors: Chi-Chung Tao
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/27756506876485340265

碩士 === 淡江大學 === 運輸管理學系碩士班 === 104 === Transportation has always played as a significant role of modern human life, however, the acceptance of public transportation policy is evaluated by user satisfaction. User’s opinion, satisfaction and problem-solving efficiency should be taken into consideration by policies making department. In 2015, the user satisfaction of Freeway''s Distance-based Toll Collection( ETC) of Taiwan was higher than 70%, however, there are bias and dispute existed during the implementation of policy. Users easily are affected by negative comments through internet to boycott using ETC, meanwhile various electronic media allow public opinion spreading quickly. Minisrty of Communication and Communications(MOTC) should avoid the gap between polices and users expectation by collecting and analyzing opinion into reference for policy making department and reduce the unpredictable problems caused by public opinions. 　　This study used text data mining for collecting data and analyzing the public opinions, comments and sentiment tendency and providing suggestions to policy making and operation management teams. The data collected from opinion text were by Crawler system. The opining text based on user’s comments on network is for opinion mining and sentiment analysis. This research used three-way decisions sentiment analysis model by using three-way decision theory to analysis sentiment analysis, opinion text emotional tendencies which include : positive, boundary and negative, which categorized by calculating the sentiment value, divided into 3 sentiment zones ; positive, negative and neutral zone . The calculation of sentiment values were based on positive and negative sentiment dictionary and words frequency algorithm opinion text. By using three-way decision model for sentiment analysis and calculated universal of three-way decisions sentiment analysis model, and “threshold of sentiment zone”. Finally, this study obtained privacy agreement and authorized using customer’s voice data from FETC to analysis ETC users complaint problems. 　　The results show that , regarding ”eight of ETC Internet sentiment dimensions” and “sentiment analysis”, the topic of positive sentiment is”traffic control” , the topic of neutral sentiment is “install and modify/transfer of vehicle ownership and Installation”, the topic of negative sentiment is “toll collector issue”. The six voice dimensions of ETC customer service center and topic of negative sentiment ; “late payment”, “ordinary mail” , ”notification”, “application service” and “discover the pipeline and process” need to be improved. According to results of sentiment cognition regression analysis, ETC Internet opinion, voice public opinion and customer voice , the “policy” is significant dimension, the test result of “customer voice” shows “payment service” is significant dimension, which has significant effect on ETC overall sentiment dimensions in following 6 months. This study suggests that using annual sentiment cognition regression updated calculations will obtain more detailed results.