Exploring the SERVQUAL Dimensions in Healthcare: A Text Mining Approach

摘要

SERVQUAL is a popular model used to examine customers' perceptions of service quality. In this research, we text mine a website that allows users to leave comments regarding their experience with physicians. By applying analytical methods to the text generated by users on the feedback site, we explore the dimensions defined by the SERVQUAL model from freeform, non-solicited post-service perceptions. We determine which dimensions of service appear most frequently and the sentiment related to those appearances for physicians. This analysis allows us to determine the influence of the SERVQUAL dimensions on service quality perceptions of physicians using a novel approach.