TY - GEN
T1 - Why do consumers review doctors online? Topic modeling analysis of positive and negative reviews on an online health community in China
AU - Pang, Patrick Cheong Iao
AU - Liu, Libo
N1 - Publisher Copyright:
© 2020 IEEE Computer Society. All rights reserved.
PY - 2020
Y1 - 2020
N2 - Consumers often learn from others through a social learning process (e.g. electronic word of mouth) before making decisions. From the e-business perspective, online reviews have changed how people select products and services, and no doubt it is the same in the e-health sector. In this study, we examine online reviews of patients and health consumers for their doctors in an online health consultation platform in China. We combine machine learning and qualitative techniques to derive the themes of online reviews and the factors leading to positive and negative reviews. Our analysis demonstrates that service levels of hospitals, doctors' communication skills and their professional skills influence the sentiment of reviews. Our findings offer important insights into theories and practice for studying online reviews in the healthcare context.
AB - Consumers often learn from others through a social learning process (e.g. electronic word of mouth) before making decisions. From the e-business perspective, online reviews have changed how people select products and services, and no doubt it is the same in the e-health sector. In this study, we examine online reviews of patients and health consumers for their doctors in an online health consultation platform in China. We combine machine learning and qualitative techniques to derive the themes of online reviews and the factors leading to positive and negative reviews. Our analysis demonstrates that service levels of hospitals, doctors' communication skills and their professional skills influence the sentiment of reviews. Our findings offer important insights into theories and practice for studying online reviews in the healthcare context.
UR - https://www.scopus.com/pages/publications/85089126512
U2 - 10.24251/hicss.2020.087
DO - 10.24251/hicss.2020.087
M3 - Conference contribution
AN - SCOPUS:85089126512
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
SP - 705
EP - 714
BT - Proceedings of the 53rd Annual Hawaii International Conference on System Sciences, HICSS 2020
A2 - Bui, Tung X.
PB - IEEE Computer Society
T2 - 53rd Annual Hawaii International Conference on System Sciences, HICSS 2020
Y2 - 7 January 2020 through 10 January 2020
ER -