Relationship between evaluation factors and star ratings for Japanese community healthcare institutions in electronic word-of-mouth reviews: an observational study.

ABSTRACT:

Background

Internet reviews have become increasingly crucial for both healthcare providers and patients. Electronic word-of-mouth (eWOM) reviews on internet sites often comprise textual content with numerical ratings. In this study, we aimed to identify the evaluation factors of community healthcare institutions regarding eWOM reviews and the impact of each evaluation factor on the institution's ratings.

Methods

An observational study was conducted to qualitatively and quantitatively analyse eWOM data posted on Google for randomly selected healthcare institutions in Hirosaki, Japan from September to October 2022. For qualitative data, the authors repeatedly read the eWOM text, coded it, and categorised related sections. For quantitative analysis, a multivariate analysis usin

SUBMITTER: Maita H 

PROVIDER: S-EPMC11619464 | biostudies-literature | 2024 Dec

REPOSITORIES: biostudies-literature