Knowledge Management Research (지식경영연구)

The Knowledge Management Society of Korea (한국지식경영학회)
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Keyword identifications on dimensions for service quality of Healthcare providers

헬스케어 서비스 리뷰를 활용한 서비스 품질 차원 별 중요 단어 파악 방안

  • Received : 2018.09.30
  • Accepted : 2018.11.21
  • Published : 2018.12.31
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Abstract

Studies on online review have carried out analysis of the rating and topic as a whole. However, it is necessary to analyze opinions on various dimensions of service quality. This study classifies reviews of healthcare services into service quality dimensions, and proposes a method to identify words that are mainly referred to in each dimension. Service quality was based on the dimensions provided by SERVQUAL, and patient reviews have collected from NHSChoice. The 2,000 sentences sampled were classified into service quality dimension of SERVQUAL and a method of extracting important keywords from sentences by service quality dimension was suggested. The RAKE algorithm is used to extract key words from a single document and an index is considered to consider frequently used words in various documents. Since we need to identify key words in various reviews, we have considered frequency and discrimination (IDF) at the same time, rather than identifying key words based only on the RAKE score. In SERVQUAL dimension, we identified the words that patients mentioned mainly, and also identified the words that patients mainly refer to by review rating.

Keywords

References

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