Classification of reviews of e-healthcare services to improve patient satisfaction: Insights from an emerging economy

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research Pub Date : 2023-09-01 DOI:10.1016/j.jbusres.2023.114015

Nikhil Dhakate , Rohit Joshi

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Abstract

The COVID-19 pandemic has brought in many unique challenges and opportunities for patient care, and one is online healthcare practices. Patient satisfaction with online consultation is primary importance as online healthcare practices are evolving with time. Although previous research has examined how patient satisfaction with online doctor services can be further improved, there has been scant research on the satisfaction with online doctor services concerning Indian patients. Within the framework of service science theories, this study examines satisfaction and sentiments of Indian patients with online doctor services from multiple perspectives. A total of 38019 patient online feedback for 343 doctors was used for understanding patient sentiments. The sentiment analysis classified the reviews of the patients on online doctor consultation services. The finding suggests that healthcare service providers consider a systemic approach that includes core health services along with technical and marketing factors to proactively improve online patient satisfaction.

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提高患者满意度的电子医疗服务审查分类：新兴经济体的见解。

新冠肺炎大流行为患者护理带来了许多独特的挑战和机遇，其中之一是在线医疗实践。随着在线医疗实践的发展，患者对在线咨询的满意度至关重要。尽管之前的研究考察了如何进一步提高患者对在线医生服务的满意度，但关于印度患者对在线医疗服务的满意度的研究很少。在服务科学理论的框架内，本研究从多个角度考察了印度患者对在线医生服务的满意度和情绪。343名医生共使用38019名患者的在线反馈来了解患者情绪。情绪分析对在线医生咨询服务上的患者评价进行了分类。这一发现表明，医疗保健服务提供商考虑了一种系统的方法，包括核心医疗服务以及技术和营销因素，以主动提高在线患者的满意度。

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来源期刊

Journal of Business Research BUSINESS-

CiteScore

20.30

自引率

10.60%

发文量

956

期刊介绍： The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.