2019 CSCE Annual Conference - Laval (Greater Montreal) Conference
Dr. Amin Hammad
Dr. Mazdak Nik-Bakht, Concordia University
One of the most important factors in evaluating the performance of boroughs in a city is the satisfaction level of the residents with respect to municipal services. Social networks provide an extensive platform for local residents and communities to express their ideas about the level of service they receive, their problems and their expectations. In this paper, the level of satisfaction of people in different boroughs of Montréal is quantified by analyzing their tweets. In this aim, 3,293 tweets from January 2009 to March 2018 were collected. Then, the implicit viewpoint behind each of them was evaluated via human knowledge approaches. Hence, not only a valid data set was obtained for future automation, but also sufficient information was gained for visualizing and comparing the levels of satisfaction of several services in different boroughs. The results show that Verdun Borough provides more satisfaction to its residents. In spite of the limitations of the heterogeneity of Twitter users and their spread in a city, and the biases that might be associated with the tweets’ analytics, our results can add an extra layer to the evaluation of the level of service in cities. Overlaying such results with other performance indicators can lead to significant lessons for governance of smart cities.