Responsive Passengers' Letter System - a Case of Taipei Subway

摘要

A public transportation enterprise may have a specialty to response the passengers' comments and suggestions. In this paper, we developed the responsive . passengers' letter system for the public transportation enterprise used. After got the letters of passenger with text type through random sampling, the customary even new key words are found by text mining technique from the text letter file. The system not only could find the key words to find the passengers' custom but also could supplements by manuscript to promote the service quality such as the customer satisfaction. To prove the system can be applied to the practical field, the passenger service center of the Public Relations Office of metro Taipei (subway) to response the comments and suggestions from passengers system was our case study example.