Keywords: Sentiment analysis
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AI-driven passenger experience monitoring in railway operations: a Reddit-based NLP analysis of service failures, sentiment and operational priorities

Sezai Tunca, Elçin Noyan
Journal: Railway Sciences
Railway Sciences 1–23.
https://doi.org/10.1108/RS-07-2026-0059
Published: 07 September 2026
...-based classification into seven theory-informed service failure categories with non-negative matrix factorization topic modelling, VADER sentiment analysis, lexicon-based emotion detection and robust regression. Findings Delay-and-disruption discourse showed the highest proportion of negative...
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Includes: Supplementary data
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