Exploring patient perceptions of healthcare service quality through analysis of unstructured feedback

作者：

Highlights：

• Analyze 23,537 ratings and comments provided by patients of 3712 physicians.

• Examine how the text commentary relates to measures of perceived service quality.

• Determine process quality satisfaction is important to patient perceived quality.

• Determine clinical quality better reflects physician perceived quality.

摘要

•Analyze 23,537 ratings and comments provided by patients of 3712 physicians.•Examine how the text commentary relates to measures of perceived service quality.•Determine process quality satisfaction is important to patient perceived quality.•Determine clinical quality better reflects physician perceived quality.

论文关键词：Service quality,Text mining,Healthcare

论文评审过程：Received 21 July 2016, Revised 2 November 2016, Accepted 2 November 2016, Available online 9 November 2016, Version of Record 23 December 2016.

论文官网地址：https://doi.org/10.1016/j.eswa.2016.11.004