To read this content please select one of the options below:

Research on the identification of medical service quality factors: based on a data-driven method

Huiying Gao (School of Management and Economics, Beijing Institute of Technology, Beijing, China)
Shan Lu (School of Management and Economics, Beijing Institute of Technology, Beijing, China)
Xiaojin Kou (School of Management and Economics, Beijing Institute of Technology, Beijing, China)

Internet Research

ISSN: 1066-2243

Article publication date: 7 March 2022

Issue publication date: 7 September 2022

757

Abstract

Purpose

The purpose of this study is to identify medical service quality factors that patients care about and establish a medical service quality evaluation index system by analyzing online reviews of medical and healthcare service platforms in combination with a questionnaire survey.

Design/methodology/approach

This study adopts a combination of review mining and questionnaire surveys. The latent Dirichlet allocation (LDA) model was used to mine hospital reviews on the medical and healthcare service platform to obtain the medical service quality factors that patients pay attention to, and then the questionnaire was administered to obtain the relative importance of these factors to patients' perception of service quality. Finally, the index system was established.

Findings

The medical service quality factors patients care about include medical skills and ethics, registration service, operation effect, consulting communication, drug therapy, diagnosis process and medical equipment.

Research limitations/implications

The identification of medical service quality factors provides a reference for medical institutions to improve their medical service quality.

Originality/value

This study uses online review mining to obtain medical service quality factors from the perspective of patients, which is different from previous methods of obtaining factors from relevant literature or expert judgments; then, based on the mining results, a medical service quality evaluation index system is established by using questionnaire data.

Keywords

Acknowledgements

This work was supported by the National Natural Science Foundation of China (NSFC) (71972012, 71872013). The authors are grateful to the editorial team and the anonymous reviewers for their constructive comments and suggestions.

Citation

Gao, H., Lu, S. and Kou, X. (2022), "Research on the identification of medical service quality factors: based on a data-driven method", Internet Research, Vol. 32 No. 5, pp. 1617-1645. https://doi.org/10.1108/INTR-10-2020-0554

Publisher

:

Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

Related articles