[Research Contribution] Applying machine learning to analyze passenger satisfaction with public bus services in Ho Chi Minh city

As urbanization accelerates and travel demand continues to grow, improving the quality of public transportation has become essential to achieving sustainable urban development. Passenger satisfaction provides valuable data for identifying shortcomings in service delivery. However, traditional survey methods often struggle to capture the full range of public opinions and emotions. In response to this challenge, a research team from UEH Mekong, University of Economics Ho Chi Minh City (UEH), applied machine learning and natural language processing to analyze 13,321 reviews of public bus services in Ho Chi Minh City. The study identified key factors influencing passenger satisfaction and proposed solutions to improve service quality.