{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,26]],"date-time":"2026-02-26T13:17:04Z","timestamp":1772111824009,"version":"3.50.1"},"reference-count":99,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2022,3,7]],"date-time":"2022-03-07T00:00:00Z","timestamp":1646611200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["INTR"],"published-print":{"date-parts":[[2022,9,7]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The identification of medical service quality factors provides a reference for medical institutions to improve their medical service quality.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>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.<\/jats:p><\/jats:sec>","DOI":"10.1108\/intr-10-2020-0554","type":"journal-article","created":{"date-parts":[[2022,3,4]],"date-time":"2022-03-04T23:23:19Z","timestamp":1646436199000},"page":"1617-1645","source":"Crossref","is-referenced-by-count":17,"title":["Research on the identification of medical service quality factors: based on a data-driven method"],"prefix":"10.1108","volume":"32","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-1762-4744","authenticated-orcid":false,"given":"Huiying","family":"Gao","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8039-7786","authenticated-orcid":false,"given":"Shan","family":"Lu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Xiaojin","family":"Kou","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2022,3,7]]},"reference":[{"issue":"4","key":"key2022090607422581900_ref001","doi-asserted-by":"publisher","first-page":"471","DOI":"10.1108\/oir-08-2015-0289","article-title":"Sentiment analysis model to emphasize the impact of online reviews in healthcare industry","volume":"41","year":"2017","journal-title":"Online Information Review"},{"issue":"5","key":"key2022090607422581900_ref002","doi-asserted-by":"publisher","first-page":"e0196643","DOI":"10.1371\/journal.pone.0196643","article-title":"Factors influencing patients' satisfaction at different levels of health facilities in Bangladesh: results from patient exit interviews","volume":"13","year":"2018","journal-title":"Plos One"},{"issue":"6","key":"key2022090607422581900_ref003","doi-asserted-by":"publisher","first-page":"1647","DOI":"10.1007\/s11606-019-05548-9","article-title":"Online reviews of specialized drug treatment facilities-identifying potential drivers of high and low patient satisfaction","volume":"35","year":"2020","journal-title":"Journal of General Internal Medicine"},{"issue":"1","key":"key2022090607422581900_ref004","doi-asserted-by":"publisher","first-page":"9","DOI":"10.1097\/QMH.0b013e3182417fc4","article-title":"Feasibility of real-time satisfaction surveys through automated analysis of patients' unstructured comments and sentiments","volume":"21","year":"2012","journal-title":"Quality Management in Healthcare"},{"issue":"2","key":"key2022090607422581900_ref005","doi-asserted-by":"publisher","first-page":"e13830","DOI":"10.2196\/13830","article-title":"What patients value in physicians: analyzing drivers of patient satisfaction using physician-rating website data","volume":"22","year":"2020","journal-title":"Journal of Medical Internet Research"},{"key":"key2022090607422581900_ref006","first-page":"993","article-title":"Latent Dirichlet allocation","volume":"3","year":"2003","journal-title":"Journal of Machine Learning Research"},{"issue":"9","key":"key2022090607422581900_ref007","doi-asserted-by":"publisher","first-page":"834","DOI":"10.1097\/00005650-199309000-00008","article-title":"A patient survey system to measure quality improvement - questionnaire reliability and validity","volume":"31","year":"1993","journal-title":"Medical Care"},{"issue":"2","key":"key2022090607422581900_ref008","doi-asserted-by":"publisher","first-page":"4","DOI":"10.3969\/j.issn.1001-5329.2002.02.002","article-title":"Patients' evaluation of medical services contentment degree on the hospitals owned by the public operated by the civil in Zhejiang province","year":"2002","journal-title":"Chinese Hospital Management"},{"issue":"8","key":"key2022090607422581900_ref009","doi-asserted-by":"publisher","first-page":"1016","DOI":"10.1109\/tkde.2007.1040","article-title":"Hot topic extraction based on timeline analysis and multidimensional sentence modeling","volume":"19","year":"2007","journal-title":"IEEE Transactions on Knowledge and Data Engineering"},{"key":"key2022090607422581900_ref010","doi-asserted-by":"publisher","first-page":"469","DOI":"10.2147\/ppa.S98095","article-title":"Factors influencing inpatients' satisfaction with hospitalization service in public hospitals in Shanghai, People's Republic of China","volume":"10","year":"2016","journal-title":"Patient Preference and Adherence"},{"key":"key2022090607422581900_ref011","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.jss.2018.01.037","article-title":"Online physician review websites poorly correlate to a validated metric of patient satisfaction","volume":"227","year":"2018","journal-title":"Journal of Surgical Research"},{"key":"key2022090607422581900_ref012","volume-title":"Notice on the Public Solicitation of the Revision Opinions of \u201cHospital Evaluation Standards (Exposure Draft)\u201d","author":"Chinese Hospital Association","year":"2014"},{"issue":"2","key":"key2022090607422581900_ref013","doi-asserted-by":"publisher","first-page":"123","DOI":"10.1177\/1094670507309594","article-title":"A hierarchical model of health service quality: scale development and investigation of an integrated model","volume":"10","year":"2007","journal-title":"Journal of Service Research"},{"issue":"6","key":"key2022090607422581900_ref014","doi-asserted-by":"publisher","first-page":"391","DOI":"10.1002\/(SICI)1097-4571","article-title":"Indexing by latent semantic analysis","volume":"41","year":"1990","journal-title":"Journal of the American Society for Information Science"},{"issue":"9","key":"key2022090607422581900_ref015","first-page":"35","article-title":"Investigation and analysis of outpatient satisfaction on non-technical quality","volume":"33","year":"2013","journal-title":"Chinese Hospital Management"},{"issue":"1","key":"key2022090607422581900_ref016","doi-asserted-by":"publisher","first-page":"41","DOI":"10.3969\/j.issn.1003-0077.2011.01.007","article-title":"LDA-based opinion spam discovering","volume":"25","year":"2011","journal-title":"Journal of Chinese Information Processing"},{"issue":"12","key":"key2022090607422581900_ref017","doi-asserted-by":"publisher","first-page":"1743","DOI":"10.1001\/jama.260.12.1743","article-title":"The quality of care: how can it be assessed?","volume":"260","year":"1988","journal-title":"The Journal of the American Medical Association"},{"key":"key2022090607422581900_ref018","volume-title":"A Research of the Public Hospital's Service Quality in the Existing Health Care System\u2014\u2014based on the public hospital A","year":"2009"},{"key":"key2022090607422581900_ref019","volume-title":"Research on Gansu provincial hospital quality of service upgrade strategy","year":"2020"},{"key":"key2022090607422581900_ref020","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/10967494.2020.1828204","article-title":"Does leadership matter for healthcare service quality? Evidence from NHS England","year":"2020","journal-title":"International Public Management Journal"},{"issue":"1-2","key":"key2022090607422581900_ref021","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1159\/000288568","article-title":"How much longer must medicine's science be bound by a seventeenth century world view?","volume":"57","year":"1992","journal-title":"Psychotherapy and Psychosomatics"},{"issue":"1","key":"key2022090607422581900_ref022","doi-asserted-by":"publisher","first-page":"62","DOI":"10.1007\/s11764-015-0451-1","article-title":"Satisfaction with information and unmet information needs in men and women with cancer","volume":"10","year":"2016","journal-title":"Journal of Cancer Survivorship"},{"key":"key2022090607422581900_ref023","doi-asserted-by":"publisher","first-page":"515","DOI":"10.2147\/ppa.S197015","article-title":"What is the most important factor affecting patient satisfaction - a study based on gamma coefficient","volume":"13","year":"2019","journal-title":"Patient Preference and Adherence"},{"issue":"2","key":"key2022090607422581900_ref024","doi-asserted-by":"publisher","first-page":"308","DOI":"10.1016\/j.leaqua.2010.01.009","article-title":"Exploring the link between integrated leadership and public sector performance","volume":"21","year":"2010","journal-title":"Leadership Quarterly"},{"issue":"6","key":"key2022090607422581900_ref025","doi-asserted-by":"publisher","first-page":"751","DOI":"10.1177\/1090820x12452555","article-title":"What do patients want? Technical quality versus functional quality: a literature review for plastic surgeons","volume":"32","year":"2012","journal-title":"Aesthetic Surgery Journal"},{"key":"key2022090607422581900_ref026","volume-title":"A primer on partial least squares structural equation modeling (PLS-SEM)","year":"2016"},{"issue":"11","key":"key2022090607422581900_ref027","doi-asserted-by":"publisher","first-page":"146","DOI":"10.3969\/j.issn.1008-0821.2019.11.017","article-title":"Review and future directions of research on online reviews of physicians","volume":"39","year":"2019","journal-title":"Journal of Modern Information"},{"issue":"3","key":"key2022090607422581900_ref028","doi-asserted-by":"publisher","first-page":"247","DOI":"10.1016\/s0738-3991(98)00033-0","article-title":"Individual psychological support for cancer patients: utilisation and patient satisfaction","volume":"34","year":"1998","journal-title":"Patient Education and Counseling"},{"issue":"1","key":"key2022090607422581900_ref029","doi-asserted-by":"publisher","first-page":"59","DOI":"10.1046\/j.1365-2648.2002.02146.x","article-title":"Measurement of outpatients' views of service quality in a Finnish university hospital","volume":"38","year":"2002","journal-title":"Journal of Advanced Nursing"},{"issue":"1","key":"key2022090607422581900_ref030","doi-asserted-by":"publisher","first-page":"177","DOI":"10.1023\/a:1007617005950","article-title":"Unsupervised learning by probabilistic latent semantic analysis","volume":"42","year":"2001","journal-title":"Machine Learning"},{"key":"key2022090607422581900_ref031","volume-title":"Study on the satisfaction and its affecting factors of public hospital","year":"2011"},{"issue":"1","key":"key2022090607422581900_ref032","doi-asserted-by":"publisher","first-page":"115","DOI":"10.1111\/hex.12974","article-title":"Influence of patient and hospital characteristics on inpatient satisfaction in China's tertiary hospitals: a cross-sectional study","volume":"23","year":"2020","journal-title":"Health Expectations"},{"issue":"19","key":"key2022090607422581900_ref033","doi-asserted-by":"publisher","first-page":"3719","DOI":"10.3390\/ijerph16193719","article-title":"Promoting OPD patient satisfaction through different healthcare determinants: a study of public sector hospitals","volume":"16","year":"2019","journal-title":"International Journal of Environmental Research and Public Health"},{"issue":"3","key":"key2022090607422581900_ref034","doi-asserted-by":"publisher","first-page":"e15700","DOI":"10.2196\/15700","article-title":"Exploring abnormal behavior patterns of online users with emotional eating behavior: topic modeling study","volume":"22","year":"2020","journal-title":"Journal of Medical Internet Research"},{"key":"key2022090607422581900_ref035","unstructured":"Internet Society of China (2021), \u201cChina Internet development report (2021)\u201d, available at: https:\/\/www.isc.org.cn\/article\/40203.html (accessed 28 January 2022)."},{"key":"key2022090607422581900_ref036","doi-asserted-by":"publisher","first-page":"479","DOI":"10.1016\/j.eswa.2016.11.004","article-title":"Exploring patient perceptions of healthcare service quality through analysis of unstructured feedback","volume":"71","year":"2017","journal-title":"Expert Systems with Applications"},{"issue":"3","key":"key2022090607422581900_ref037","doi-asserted-by":"publisher","first-page":"70","DOI":"10.13833\/j.issn.1007-7634.2020.03.012","article-title":"Key influencing factors of online medical information service quality based on SVM","volume":"38","year":"2020","journal-title":"Information Science"},{"issue":"4","key":"key2022090607422581900_ref038","doi-asserted-by":"publisher","first-page":"e90","DOI":"10.2196\/jmir.3646","article-title":"Identifying key hospital service quality factors in online health communities","volume":"17","year":"2015","journal-title":"Journal of Medical Internet Research"},{"key":"key2022090607422581900_ref039","doi-asserted-by":"publisher","first-page":"2027","DOI":"10.2147\/ppa.S176471","article-title":"A third-party investigation of inpatient satisfaction with a tertiary hospital in People's Republic of China","volume":"12","year":"2018","journal-title":"Patient Preference and Adherence"},{"issue":"1","key":"key2022090607422581900_ref040","doi-asserted-by":"publisher","first-page":"14","DOI":"10.1136\/bmjqs-2015-004035","article-title":"What do patients say about emergency departments in online reviews? A qualitative study","volume":"25","year":"2016","journal-title":"BMJ Quality and Safety"},{"issue":"1","key":"key2022090607422581900_ref041","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1186\/s12906-017-1691-6","article-title":"Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals","volume":"17","year":"2017","journal-title":"BMC Complementary and Alternative Medicine"},{"key":"key2022090607422581900_ref042","doi-asserted-by":"publisher","first-page":"21","DOI":"10.16434\/j.cnki.zgzl.1994.09.006","article-title":"Discussion on service characteristics","volume":"9","year":"1994","journal-title":"China Quality"},{"key":"key2022090607422581900_ref043","volume-title":"Improvement and assessment of patient satisfaction questionnaire in general hospital","year":"2007"},{"issue":"4","key":"key2022090607422581900_ref044","doi-asserted-by":"publisher","first-page":"453","DOI":"10.1080\/10810730.2014.977467","article-title":"Physician review websites: effects of the proportion and position of negative reviews on readers' willingness to choose the doctor","volume":"20","year":"2015","journal-title":"Journal of Health Communication"},{"issue":"6","key":"key2022090607422581900_ref045","doi-asserted-by":"publisher","first-page":"322","DOI":"10.1002\/cb.378","article-title":"E-word-of-mouth on health social networking sites: an opportunity for tailored health communication","volume":"10","year":"2011","journal-title":"Journal of Consumer Behaviour"},{"issue":"8","key":"key2022090607422581900_ref046","first-page":"49","article-title":"Satisfaction degree and influencing factors for inpatients of a grade three class A hospital in Guangzhou City","volume":"31","year":"2018","journal-title":"Medicine and Society"},{"issue":"7","key":"key2022090607422581900_ref047","doi-asserted-by":"publisher","first-page":"e18652","DOI":"10.2196\/18652","article-title":"Assessing patient experience and healthcare quality of dental care using patient online reviews in the United States: mixed methods study","volume":"22","year":"2020","journal-title":"Journal of Medical Internet Research"},{"issue":"3","key":"key2022090607422581900_ref048","doi-asserted-by":"publisher","first-page":"378","DOI":"10.1111\/jnu.12641","article-title":"The gaps of healthcare service quality in nurse practitioner practice and its associated factors from the patients' perspective","volume":"53","year":"2021","journal-title":"Journal of Nursing Scholarship"},{"key":"key2022090607422581900_ref049","doi-asserted-by":"publisher","first-page":"1983","DOI":"10.2147\/PPA.S228073","article-title":"Study on potential factors of patient satisfaction: based on exploratory factor analysis","volume":"13","year":"2019","journal-title":"Patient Preference and Adherence"},{"issue":"6","key":"key2022090607422581900_ref050","doi-asserted-by":"publisher","first-page":"788","DOI":"10.1161\/circoutcomes.116.003016","article-title":"Association between online physician ratings and cardiac surgery mortality","volume":"9","year":"2016","journal-title":"Circulation-Cardiovascular Quality and Outcomes"},{"issue":"1","key":"key2022090607422581900_ref051","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1186\/1471-244x-13-65","article-title":"Follow up of patients who start treatment with antidepressants: treatment satisfaction, treatment compliance, efficacy and safety","volume":"13","author":"ADSCAMFYC Group","year":"2013","journal-title":"BMC Psychiatry"},{"issue":"6","key":"key2022090607422581900_ref052","doi-asserted-by":"publisher","first-page":"2557","DOI":"10.1287\/mnsc.2017.2741","article-title":"Can we trust online physician ratings? Evidence from cardiac surgeons in Florida","volume":"64","year":"2018","journal-title":"Management Science"},{"issue":"7","key":"key2022090607422581900_ref053","doi-asserted-by":"publisher","first-page":"e011388","DOI":"10.1136\/bmjopen-2016-011388","article-title":"Job satisfaction and associated factors among healthcare staff: a cross-sectional study in Guangdong Province, China","volume":"6","year":"2016","journal-title":"British Medical Journal Open"},{"issue":"4","key":"key2022090607422581900_ref054","doi-asserted-by":"publisher","first-page":"e7087","DOI":"10.2196\/jmir.7087","article-title":"Understanding health care social media use from different stakeholder perspectives: a content analysis of an online health community","volume":"19","year":"2017","journal-title":"Journal of Medical Internet Research"},{"issue":"4","key":"key2022090607422581900_ref055","doi-asserted-by":"publisher","first-page":"769","DOI":"10.3390\/ijerph15040769","article-title":"Evaluation of patient and medical staff satisfaction regarding healthcare services in Wuhan public hospitals","volume":"15","year":"2018","journal-title":"International Journal of Environmental Research and Public Health"},{"issue":"3","key":"key2022090607422581900_ref056","doi-asserted-by":"publisher","first-page":"239","DOI":"10.1016\/0148-2963(94)00049-K","article-title":"The role of employee effort in satisfaction with service transactions","volume":"32","year":"1995","journal-title":"Journal of Business Research"},{"key":"key2022090607422581900_ref057","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1111\/bcp.12200","article-title":"Research in the field of drug therapy safety management","volume":"76","year":"2013","journal-title":"British Journal of Clinical Pharmacology"},{"key":"key2022090607422581900_ref058","volume-title":"Research on the key influencing factors of non-medical technology service","year":"2016"},{"issue":"3","key":"key2022090607422581900_ref059","doi-asserted-by":"publisher","first-page":"560","DOI":"10.1111\/j.1365-2753.2009.01160.x","article-title":"Patient perceived priorities between technical skills and interpersonal skills: their influence on correlates of patient satisfaction","volume":"16","year":"2010","journal-title":"Journal of Evaluation in Clinical Practice"},{"issue":"7","key":"key2022090607422581900_ref060","doi-asserted-by":"publisher","first-page":"903","DOI":"10.1016\/0277-9536(94)00155-m","article-title":"Doctor-patient communication - a review of the literature","volume":"40","year":"1995","journal-title":"Social Science and Medicine"},{"issue":"7","key":"key2022090607422581900_ref061","first-page":"62","article-title":"Survey of outpatients' satisfaction in tertiary hospital of Guangdong Province","volume":"32","year":"2019","journal-title":"Medicine and Society"},{"issue":"4","key":"key2022090607422581900_ref062","doi-asserted-by":"publisher","first-page":"697","DOI":"10.1377\/hlthaff.2015.1030","article-title":"Yelp reviews of hospital care can supplement and inform traditional surveys of the patient experience of care","volume":"35","year":"2016","journal-title":"Health Affairs (Project Hope)"},{"issue":"8","key":"key2022090607422581900_ref063","doi-asserted-by":"publisher","first-page":"678","DOI":"10.1136\/bmjqs-2013-002437","article-title":"Patient complaints in healthcare systems: a systematic review and coding taxonomy","volume":"23","year":"2014","journal-title":"BMJ Quality and Safety"},{"issue":"3","key":"key2022090607422581900_ref064","doi-asserted-by":"publisher","first-page":"161","DOI":"10.3969\/j.issn.1672-6944.2016.11.045","article-title":"Topic extraction research of net reviews based on latent Dirichlet allocation","volume":"33","year":"2014","journal-title":"Journal of Intelligence"},{"issue":"2","key":"key2022090607422581900_ref065","doi-asserted-by":"publisher","first-page":"e50","DOI":"10.2196\/jmir.2005","article-title":"Online doctor reviews: do they track surgeon volume, a proxy for quality of care?","volume":"14","year":"2012","journal-title":"Journal of Medical Internet Research"},{"issue":"7","key":"key2022090607422581900_ref066","doi-asserted-by":"publisher","first-page":"2925","DOI":"10.1007\/s12652-019-01434-8","article-title":"Mining patient opinion to evaluate the service quality in healthcare: a deep-learning approach","volume":"11","year":"2020","journal-title":"Journal of Ambient Intelligence and Humanized Computing"},{"issue":"1","key":"key2022090607422581900_ref067","doi-asserted-by":"publisher","first-page":"173","DOI":"10.1007\/s11135-020-00999-3","article-title":"Listening to the patient voice: using a sentic computing model to evaluate physicians' healthcare service quality for strategic planning in hospitals","volume":"55","year":"2021","journal-title":"Quality and Quantity"},{"issue":"3","key":"key2022090607422581900_ref068","doi-asserted-by":"publisher","first-page":"102516","DOI":"10.1016\/j.ipm.2021.102516","article-title":"What patients like or dislike in physicians: analyzing drivers of patient satisfaction and dissatisfaction using a digital topic modeling approach","volume":"58","year":"2021","journal-title":"Information Processing and Management"},{"issue":"6","key":"key2022090607422581900_ref069","first-page":"67","article-title":"The vital role of technical innovation in promotion of medical quality","volume":"35","year":"2014","journal-title":"Medicine and Philosophy"},{"issue":"3","key":"key2022090607422581900_ref070","doi-asserted-by":"publisher","first-page":"277","DOI":"10.1016\/j.knosys.2010.01.013","article-title":"A DEMATEL method in identifying key success factors of hospital service quality","volume":"23","year":"2010","journal-title":"Knowledge-Based Systems"},{"issue":"4","key":"key2022090607422581900_ref071","doi-asserted-by":"publisher","first-page":"743","DOI":"10.1007\/s10796-016-9725-z","article-title":"Conceptual foundations of a landmark personality scale based on a destination personality scale: text mining of online reviews","volume":"19","year":"2017","journal-title":"Information Systems Frontiers"},{"issue":"2","key":"key2022090607422581900_ref072","doi-asserted-by":"publisher","first-page":"153","DOI":"10.1001\/jamadermatol.2015.3950","article-title":"Evaluation of dermatology practice online reviews lessons from qualitative analysis","volume":"152","year":"2016","journal-title":"JAMA Dermatology"},{"issue":"2","key":"key2022090607422581900_ref073","doi-asserted-by":"publisher","first-page":"47","DOI":"10.1097\/00004010-200104000-00005","article-title":"The dimensions of service quality for hospitals: development and use of the KQCAH scale","volume":"26","year":"2001","journal-title":"Health Care Management Review"},{"key":"key2022090607422581900_ref074","doi-asserted-by":"publisher","first-page":"100814","DOI":"10.1016\/j.ienj.2019.100814","article-title":"Top ten: a model of dominating factors influencing job satisfaction of emergency nurses","volume":"49","year":"2020","journal-title":"International Emergency Nursing"},{"issue":"3","key":"key2022090607422581900_ref075","first-page":"35","article-title":"Study on perceived service quality of medical examination based on Servperf scale","volume":"38","year":"2018","journal-title":"Chinese Hospital Management"},{"issue":"3","key":"key2022090607422581900_ref076","doi-asserted-by":"publisher","first-page":"136","DOI":"10.2478\/v10035-012-0022-3","article-title":"Analysis of factors influencing patient satisfaction with hospital treatment at the surgical department","volume":"84","year":"2012","journal-title":"Polish Journal of Surgery"},{"issue":"5","key":"key2022090607422581900_ref077","doi-asserted-by":"publisher","first-page":"1403","DOI":"10.1108\/itp-01-2019-0039","article-title":"Physician-user interaction and users' perceived service quality: evidence from Chinese mobile healthcare consultation","volume":"33","year":"2020","journal-title":"Information Technology and People"},{"issue":"24","key":"key2022090607422581900_ref078","first-page":"114","article-title":"Microblog topic mining model based on latent semantic analysis","volume":"56","year":"2012","journal-title":"Library and Information Service"},{"issue":"3","key":"key2022090607422581900_ref079","doi-asserted-by":"publisher","first-page":"395","DOI":"10.1111\/hex.12466","article-title":"Defining \u2018quality\u2019 from the patient's perspective: findings from focus groups with Medicaid beneficiaries and implications for public reporting","volume":"20","year":"2017","journal-title":"Health Expectations"},{"issue":"7","key":"key2022090607422581900_ref080","doi-asserted-by":"publisher","first-page":"A760","DOI":"10.1016\/j.jval.2015.09.2484","article-title":"Treatment satisfaction with disease modifying therapies in multiple sclerosis: a systematic review of studies using the treatment satisfaction questionnaire for medication (TSQM)","volume":"18","year":"2015","journal-title":"Value in Health"},{"issue":"1","key":"key2022090607422581900_ref081","doi-asserted-by":"publisher","first-page":"18","DOI":"10.1177\/0022243718820559","article-title":"Extracting features of entertainment products: a guided latent Dirichlet allocation approach informed by the psychology of media consumption","volume":"56","year":"2019","journal-title":"Journal of Marketing Research"},{"issue":"5","key":"key2022090607422581900_ref082","doi-asserted-by":"publisher","first-page":"1245","DOI":"10.1108\/ijopm-11-2016-0669","article-title":"Healthcare service failure: how dissatisfied patients respond to poor service quality","volume":"38","year":"2018","journal-title":"International Journal of Operations and Production Management"},{"key":"key2022090607422581900_ref083","first-page":"178","article-title":"LDA-based document models for ad-hoc retrieval","year":"2006"},{"key":"key2022090607422581900_ref084","doi-asserted-by":"publisher","first-page":"77","DOI":"10.1016\/j.ijmedinf.2017.11.009","article-title":"Service provision, pricing, and patient satisfaction in online health communities","volume":"110","year":"2018","journal-title":"International Journal of Medical Informatics"},{"key":"key2022090607422581900_ref085","volume-title":"The impact of non-technical factors on the quality of medical services assessment","year":"2015"},{"issue":"11","key":"key2022090607422581900_ref086","doi-asserted-by":"publisher","first-page":"43","DOI":"10.3969\/j.issn.1672-9722.2012.11.012","article-title":"Topic community mining in blogosphere based on LDA","volume":"40","year":"2012","journal-title":"Computer and Digital Engineering"},{"issue":"1","key":"key2022090607422581900_ref087","doi-asserted-by":"publisher","first-page":"42","DOI":"10.13912\/j.cnki.chqm.2012.01.017","article-title":"Investigation and survey of patients satisfaction on JCI standards based non-technical auality service","volume":"19","year":"2012","journal-title":"Chinese Health Quality Management"},{"issue":"12","key":"key2022090607422581900_ref088","doi-asserted-by":"publisher","first-page":"7344","DOI":"10.1287\/mnsc.2020.3879","article-title":"The interplay between online reviews and physician demand: an empirical investigation","volume":"67","year":"2021","journal-title":"Management Science"},{"issue":"7","key":"key2022090607422581900_ref089","first-page":"41","article-title":"Study on satisfaction status and influencing factors of outpatients in four TCM hospitals in Zhejiang Province","volume":"25","year":"2021","journal-title":"Chinese Hospitals"},{"issue":"1","key":"key2022090607422581900_ref090","first-page":"178","article-title":"Analysis of topic-based users' interaction in online social networks","volume":"40","year":"2021","journal-title":"Journal of Information"},{"key":"key2022090607422581900_ref091","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/14783363.2021.1890576","article-title":"How service quality in hospitals varies based on hospital ownership and demographics: a study on Turkish patients living urban areas","year":"2021","journal-title":"Total Quality Management and Business Excellence"},{"issue":"3","key":"key2022090607422581900_ref092","doi-asserted-by":"publisher","first-page":"e0151885","DOI":"10.1371\/journal.pone.0151885","article-title":"Identifying topics in microblogs using Wikipedia","volume":"11","year":"2016","journal-title":"PloS One"},{"issue":"4","key":"key2022090607422581900_ref093","doi-asserted-by":"publisher","first-page":"66","DOI":"10.5465\/amp.2012.0088","article-title":"Effective leadership behavior: what we know and what questions need more attention","volume":"26","year":"2012","journal-title":"Academy of Management Perspectives"},{"key":"key2022090607422581900_ref094","volume-title":"Research on the influence of non-skilled factors to medical service quality","year":"2010"},{"key":"key2022090607422581900_ref095","volume-title":"The research on patient satisfaction influence with the continuous quality improvement of medical service","year":"2012"},{"key":"key2022090607422581900_ref096","doi-asserted-by":"publisher","first-page":"2527","DOI":"10.2147\/PPA.S186722","article-title":"Reliability and validity of an indicator system used to evaluate outpatient and inpatient satisfaction in Chinese hospitals","volume":"12","year":"2018","journal-title":"Patient Preference and Adherence"},{"issue":"1","key":"key2022090607422581900_ref097","doi-asserted-by":"publisher","first-page":"e35","DOI":"10.2196\/jmir.8223","article-title":"Unhappy patients are not alike: content analysis of the negative comments from China's Good Doctor Website","volume":"20","year":"2018","journal-title":"Journal of Medical Internet Research"},{"key":"key2022090607422581900_ref098","volume-title":"Status survey and influencing factors of medical humanistic care in tertiary general hospital of Nanjing","year":"2020"},{"issue":"7","key":"key2022090607422581900_ref099","first-page":"60","article-title":"Research on hospital service quality of prefecture-level city and its effect on patient satisfaction","volume":"40","year":"2020","journal-title":"Chinese Hospital Management"}],"container-title":["Internet Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/INTR-10-2020-0554\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/INTR-10-2020-0554\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:37:00Z","timestamp":1753393020000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/intr\/article\/32\/5\/1617-1645\/179755"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022,3,7]]},"references-count":99,"journal-issue":{"issue":"5","published-online":{"date-parts":[[2022,3,7]]},"published-print":{"date-parts":[[2022,9,7]]}},"alternative-id":["10.1108\/INTR-10-2020-0554"],"URL":"https:\/\/doi.org\/10.1108\/intr-10-2020-0554","relation":{},"ISSN":["1066-2243"],"issn-type":[{"value":"1066-2243","type":"print"}],"subject":[],"published":{"date-parts":[[2022,3,7]]}}}