User perceptions of metro systems in Latin American megacities: A sentiment analysis based on Google Maps ratings

• Grant number: 25/09813-1
• Support Opportunities: Scholarships in Brazil - Scientific Initiation
• Start date: August 01, 2025
• End date: July 31, 2026
• Field of knowledge: Engineering - Production Engineering
• Principal Investigator: Rodrigo Ribeiro de Oliveira
• Grantee: Hadassa Abreu Lima Souza
• Host Institution: Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP). Campus São Paulo. São Paulo , SP, Brazil

Abstract

The cities of São Paulo, Mexico City, Buenos Aires, and Rio de Janeiro are among the largest in Latin America and face similar challenges in urban mobility. The metro system is essential to ensure efficient and accessible transportation, requiring attention to factors such as modal integration, cost-effectiveness, speed, and maintenance. This project analyzes user perceptions of metro services in these cities, using User Generated Content (UGC) from Google Maps. Data collection will take place from June 2024 to May 2025, allowing for robust temporal analysis. Thematic categorization of testimonials will be carried out based on pre-defined criteria, such as accessibility, customer service, amenities, comfort and cleanliness, environmental conditions, infrastructure, fare satisfaction, and safety. Sentiment Analysis will be conducted by DeepSeek, using Artificial Intelligence and Natural Language Processing to interpret the testimonials. The goal is to identify patterns and trends, offering insights to improve the operational and strategic management of metro systems, promoting a more satisfactory experience for users. (AU)