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Consequently, to consider the uncertainty and preferences in the evaluation process, a method based on Multi-Granularity Linguistic Information (MGLI) for evaluating teleconsultation service quality is proposed, which provides a new research direction for scientific evaluation and improvement of teleconsultation service quality.<\/jats:p>\n              <\/jats:sec><jats:sec>\n                <jats:title>Methods<\/jats:title>\n                <jats:p>Firstly, this paper explored a service quality evaluation system from the perspective of regional doctors. And then considering the uncertainty and preferences of decision makers, MGLI was used to optimize the index system according to the similarity degree between the linguistic evaluation information and a given linguistic term set. Finally, the empirical research was conducted using Henan Province Telemedicine Center of China (HTCC) as an example to identify the direction for improving the service quality in teleconsultation.<\/jats:p>\n              <\/jats:sec><jats:sec>\n                <jats:title>Results<\/jats:title>\n                <jats:p>This study found that the number of consulting rooms, attitude of operators, consultation duration, charges, and attitude of experts are the key factors affecting the quality of teleconsultation service.<\/jats:p>\n              <\/jats:sec><jats:sec>\n                <jats:title>Conclusions<\/jats:title>\n                <jats:p>Suggestions for improving the quality of teleconsultation service are put forward in terms of optimizing the allocation of consulting rooms, improving regional doctors\u2019 experience and standardizing charging standards, which provides a new direction for improving the quality of teleconsultation service.<\/jats:p>\n              <\/jats:sec>","DOI":"10.1186\/s12911-020-01155-5","type":"journal-article","created":{"date-parts":[[2020,6,18]],"date-time":"2020-06-18T10:04:12Z","timestamp":1592474652000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":15,"title":["Research on Teleconsultation service quality based on multi-granularity linguistic information: the perspective of regional doctors"],"prefix":"10.1186","volume":"20","author":[{"given":"Wei","family":"Lu","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Xin-pu","family":"Wang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jie","family":"Zhao","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7191-3662","authenticated-orcid":false,"given":"Yun-kai","family":"Zhai","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2020,6,18]]},"reference":[{"issue":"13","key":"1155_CR1","doi-asserted-by":"publisher","first-page":"5522","DOI":"10.1016\/j.eswa.2015.03.009","volume":"43","author":"GL Kong","year":"2015","unstructured":"Kong GL, Xu DL, Yang JB, et al. 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About informed consent, the following directives were provided to all solicited participants: \u201cThis survey is anonymous and only used for scientific research, you are completely free to refuse to participate in this study. Completing this questionnaire will be considered your consent to participate in this research\u201d. Only those who consented were included in the study.","order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics approval and consent to participate"}},{"value":"Not applicable.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Consent for publication"}},{"value":"The authors declare that they have no competing interests.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interests"}}],"article-number":"113"}}