Developing a Framework for Online Review-Based Health Care Service Quality Assessment: Text-Mining Study.

ABSTRACT:

Background

With the development of online health care platforms, patient reviews have become an important source for assessing medical service quality. However, the critical aspects of quality dimensions in textual reviews remain largely unexplored.

Objective

This study aims to establish a comprehensive medical service quality assessment framework by leveraging online review data. Such a framework would support large service providers, such as online platforms, to assess the quality of many doctors efficiently.

Methods

We adopted a text-mining approach with theory-driven topic extraction from online reviews to develop a service quality assessment framework. The framework is based on topic and sentiment classification methods. We conducted an empirical analysis to asse

SUBMITTER: Zhang X 

PROVIDER: S-EPMC12266612 | biostudies-literature | 2025 Jul

REPOSITORIES: biostudies-literature