查詢結果分析
來源資料
頁籤選單縮合
| 題 名 | 從Google評論負評口碑分析健檢服務品質改善關鍵=Analyzing the Key to Improving the Quality of Health Checkup Services Based on Negative Comments from Google Reviews |
|---|---|
| 作 者 | 傅健泰; | 書刊名 | 醫務管理期刊 |
| 卷 期 | 25:4 2024.12[民113.12] |
| 頁 次 | 頁351-376 |
| 分類號 | 412.51 |
| 關鍵詞 | Google評論; 負評意見; 健康檢查; 文字探勘; 情緒分析; Google reviews; Negative comments; Health examination; Text mining; Sentiment analysis; |
| 語 文 | 中文(Chinese) |
| DOI | 10.6174/JHM.202412_25(4).351 |
| 中文摘要 | 目的:網路普及,民眾已有查看如Google評論的習慣,著眼於網路上數量龐大的使用者評論,且負評將導致顧客流失和聲譽受損,透過分析對健檢中心的網路負評,以掌握健檢民眾的口碑關鍵。方法:本研究擷取20家健檢品質認證健檢中心的Google負評,對負向情緒值一致的277則留言進行文字探勘,以判別各字詞反應在品質面的重要性及意義。結果:研究結果顯示,受檢者反應負評內容意見的詞彙權重上表現在SERVQUAL構面上以「確實性」構面上為最強烈,再來為「可靠性」、「反應性」、「關懷性」,在「有形性」構面的反應詞彙權重分數為最低;從主要詞彙發現健檢中心各職類人員的專業能力展現及對應的禮貌態度是最易受到反應及抱怨的關鍵。結論:網路評論屬公開資訊,深具影響力。本研究貢獻為將外顯於網路的負評彙整,探勘其關鍵字詞,可補足以往健檢滿意度研究之缺口。分析關鍵結果,建議健檢管理上應更優化各職類人員的接觸服務能力培養,以強化品質競爭力。 |
| 英文摘要 | Objectives: In the present rapidly evolving era of the internet, people have developed a habit of checking online reviews, such as those on Google. In this study, we analyzed the negative comments to health check centers to pinpoint keywords that reflected the competitiveness of health examination services in customer perception. Methods: The data used in this study were derived from Google reviews provided by examinees at 20 health examination centers. The data collected over the period in November 2023, comprised a total of 277 valid Google reviews, on which we performed sentiment analysis and accordingly obtained textual frequency statistics. Results: The study results indicate that the burden of the vocabulary used in the negative comments from the patients is most strongly reflected in the "Assurance" side of the SERVQUAL model, followed by "Reliability," "Responsiveness," and "Empathy." The vocabulary reflecting "Tangibility" has the lowest burden score. The analysis of the keywords reveals that the patient's complaints are mainly related to the staff 's professional competence and service attitude. Conclusions: Public feedback is easily accessible online and may be highly influential. This study overviews the negative comments online, searches for the related keywords, and compensates for a deficiency in the research on patients' satisfaction with health check-ups. By analyzing the results, this study recommends prioritizing the improvement of the staff 's service attitude and professional skills to strengthen quality competitiveness. |
本系統中英文摘要資訊取自各篇刊載內容。