Service Quality Analysis Using Machine Learning and Data Mining Techniques: A Systematic Literature Review and Research Agenda DOI

Matheus Raphael Elero,

Rafael Henrique Palma Lima, Bruno Samways dos Santos

et al.

Published: Jan. 1, 2023

Purpose - Much of society's basic needs are fulfilled by services such as healthcare, education, communication, transportation, among others. The quality these is crucial for businesses, which has led companies to invest in measuring service quality. academic literature reported the use machine learning (ML) techniques study results from measures. Therefore, this paper aims provide an overview application ML and customer satisfaction means a systematic review (SLR).Design/methodology/approach – This SLR used Web Science Scopus databases. After selecting screening papers, their full content was analyzed identify most popular tools, segments data sources used.Findings able 106 relevant papers. Although first published 1995, topic gained significant attention starting 2016. We found that hospitality, transportation healthcare studied given facilitated access Finally, also discusses other aspects publications tasks used, types databases industry.Originality/value summarizes existing research on applied analysis sector identifies gaps be addressed future field.

Language: Английский

The quality of Syrian healthcare services during COVID-19: A HEALTHQUAL approach DOI Creative Commons

Lilas Allahham,

Sulaiman Mouselli,

Mihajlo Jakovljević

et al.

Frontiers in Public Health, Journal Year: 2022, Volume and Issue: 10

Published: Aug. 11, 2022

Syria is a developing country that face enormous healthcare challenges aggravated with the outbreak of COVID-19. In study, we evaluate perceived service quality based on hospital type, public and private, using five HEALTHQUAL dimensions. We find in Syrian private hospitals better hospitals. However, neither type scores exceptionally high any examined On contrary, both score extremely low Improvement dimension. argue crowdedness environment, medical staff availability their salaries, pricing policies as well health insurance system, are to blame for such quality.

Language: Английский

Citations

11
TripAdvisor of healthcare:Opportunities for value creation through patient feedback platforms DOI Creative Commons
Sea Matilda Bez, Irène Georgescu, Mohammad Saleh Farazi

et al.

Technovation, Journal Year: 2022, Volume and Issue: 121, P. 102625 - 102625

Published: Sept. 19, 2022

The objective of this study is to explore new opportunities for hospitals use patient feedback platforms (i.e., digital on which patients express their opinions care journeys).Patient generate an ever-expanding amount data experience that currently unused by most hospital or business intelligence unit.We used the methodological approach netnography negative received one combined with interviews identify potential value generated platform.The main findings are a platform serves as source indicate: (1)Where act (by localizing comments), ( 2) On what (what thematic provides satisfaction and therefore be kept; causes dissatisfaction thus improved), (3) How innovate (ideas about practices implement).It becomes evident developing service help make sense raw can from other improve own practices.The first implication our results complementary type (i.e. based perception not empirical fact), well patients' external spontaneous internally controlled survey feedback) Business Intelligence unit engaged in transformation towards patient-centered care.The second these create network effect (i.e.A patient's than focal concerned feedback, increasing overall platform).The third enabled only generation but also analysis services provided party runs platform.

Language: Английский

Citations

11
Mining and fusing unstructured online reviews and structured public index data for hospital selection DOI
Huchang Liao,

Jiaxin Qi,

Jiawei Zhang

et al.

Information Fusion, Journal Year: 2023, Volume and Issue: 103, P. 102142 - 102142

Published: Nov. 16, 2023

Language: Английский

Citations

5
Social media and the bottom of the pyramid: a systematic literature review and future research agenda DOI
Jitender Kumar,

Archit Vinod Tapar,

Somraj Bhattacharjee

et al.

International Journal of Emerging Markets, Journal Year: 2023, Volume and Issue: unknown

Published: May 27, 2023

Purpose The study aims to present a systematic literature review (SLR) understand the current status of research on social media usage among bottom pyramid (BOP). purpose this is identify gaps in domain and future agendas by using theory, context, characteristics methods [TCCM] framework. Design/methodology/approach An SLR, keywords co-occurrence TCCM analysis were used analyse synthesize insights from 44 studies gained Web Science Scopus databases. Findings findings suggest that USA India are popular contexts for studying BOP. BOP population uses gain utilitarian, hedonic values. Further, can help explore “entrepreneurship” opportunities, value co-creation bring innovations. Originality/value This expands intellectual boundaries at suggests multidisciplinary research. Additionally, adopting novel theoretical lenses helped determine media's impact

Language: Английский

Citations

4
DSSQEM-IHK: Dynamic SERVQUAL Service Quality Evaluation Method Integrating Hypergraph Knowledge DOI
Wenlong Yi, Li Zhang, Sergey Kuzmin

et al.

Information Processing & Management, Journal Year: 2024, Volume and Issue: 62(3), P. 104030 - 104030

Published: Dec. 17, 2024

Language: Английский

Citations

1
Sosialiasi Patient-Centered Approach (PCA) sebagai Pendekatan untuk Meningkatkan Kualitas Layanan di Rumah Sakit Harapan Keluarga Kota Mataram DOI Creative Commons

Hizriansyah Hizriansyah,

Syamsuriansyah Syamsuriansyah,

Rizal Pratama Adi Putra

et al.

E-Dimas Jurnal Pengabdian kepada Masyarakat, Journal Year: 2024, Volume and Issue: 15(1), P. 106 - 111

Published: March 31, 2024

Media sosial muncul sebagai saluran baru bagi rumah sakit dan pasien untuk mengumpulkan umpan balik tentang kualitas pelayanan. Data media sosial, di sisi lain tidak terstruktur volumenya besar. Selain itu, ada penelitian empiris yang dilakukan penggunaan data persepsi pelayanan berdasarkan ulasan online pasien. Tujuan dari pengabdian masyarakat ini adalah melakukan sosialisasi pentingnya patient-centered approach pendekatan meningkatkan service excellent sakit. Dalam studi kasus ini, kami 428 komentar halaman facebook Rumah Sakit Harapan Keluarga antara tahun 2019-2023. Kami menggunakan pembelajaran mesin membuat analisis sentimen pengklasifikasi layanan (SERVQUAL) mengidentifikasi dimensi SERVQUAL secara otomatis. memeriksa total ulasan, 413 (70,32%) tangibles, (96,49%) reliability, 19 (4,43%) responsiveness, 38 (8,87%) assurance, 301 empathy.

Citations

0
Revealing patient-reported experiences in healthcare from social media using thedesign-acquire-process-model-analyse-visualise framework DOI Creative Commons
Curtis Murray, Lewis Mitchell, Jonathan Tuke

et al.

Digital Health, Journal Year: 2024, Volume and Issue: 10

Published: Jan. 1, 2024

Understanding patient experience in healthcare is increasingly important and desired by medical professionals a patient-centred care approach. Healthcare discourse on social media presents an opportunity to gain unique perspective patient-reported experiences, complementing traditional survey data. These reports often appear as first-hand accounts of patients' journeys through the system, whose details extend beyond confines structured surveys at far larger scale than focus groups. However, contrast with vast presence patient-experience data potential benefits offers, it attracts comparatively little research attention due technical proficiency required for text analysis. In this article, we introduce design-acquire-process-model-analyse-visualise framework provide overview techniques approach capture experiences from We apply case study prostate cancer /r/ProstateCancer, demonstrate framework's value capturing specific aspects concern (such sexual dysfunction), discourse, show narrative emotional progression these stories. anticipate wide variety areas healthcare, including differentiating across minority groups, geographic boundaries, types illnesses.

Language: Английский

Citations

0
Hospital Bed Allocation using Three-Stage Weighted Optimization Method for Government Hospital in Pulau Pinang DOI Creative Commons

Khadijah Mohd Halim,

W. E. Wan Khadijah

Journal of Advanced Research in Applied Sciences and Engineering Technology, Journal Year: 2023, Volume and Issue: 31(1), P. 90 - 98

Published: June 13, 2023

Ineffective bed allocation across hospital departments leads to the imbalance between patients’ needs and resource capacity. This study aims simulate arrivals, measure departments’ importance design a mathematical model for allocating beds which will be realized by proposed three-stage weighted optimization model. The stages consist of data simulation in ARENA software, weight evaluation based on occupancy rate arrival rates, (BOR), average length stay (ALOS) operation cost (BOC), using goal programming (GP) goals achieved this consists minimizing idle total BOC. result shows that obstetrics orthopaedics wards obtained biggest number while dengue paediatrics surgery least number. statistical analysis made results is most influential factor as its Pearson correlation value numbers 0.789, indicates strong correlation.

Language: Английский

Citations

1
Classification and visualization: Twitter sentiment analysis of Malaysia’s private hospitals DOI Open Access
Khyrina Airin Fariza Abu Samah, Nur Maisarah Nor Azharludin, Lala Septem Riza

et al.

IAES International Journal of Artificial Intelligence, Journal Year: 2023, Volume and Issue: 12(4), P. 1793 - 1793

Published: Aug. 2, 2023

Malaysia has many private’s hospitals. Thus, feedback is important to improve service quality, becoming reviews for other patients. Reviews use the channel provided on social media, such as Twitter. Nevertheless, online are unstructured and enormous in volume, which leads difficulties comparing private In addition, no single websites compare hospitals based users’ interests, bilingual reviews, less time-consuming. Due that, this study aims classify visualize Twitter sentiment analysis of Malaysia. The scope focuses five factors: 1) administrative procedure, 2) cost, 3) communication, 4) expertise, 5) service. Term frequency-inverse document frequency used text mining, information retrieval techniques, Naïve Bayes, a machine learning algorithm classification. user can specified state’s them with any selected state. system’s functionality usability have been tested ensure it meets objectives. Functionality testing proved that hospital’s could be predicted training data intended, 77.13% 77.96% accuracy English Bahasa Melayu, respectively, while system scale resulted an average final score 95.42%.

Language: Английский

Citations

1
Evaluating the effect of Chinese universities’ public opinion governance strategies through online user comments on the Weibo platform DOI
Jing Jiang

Online Information Review, Journal Year: 2024, Volume and Issue: unknown

Published: March 27, 2024

Purpose This study argues that online user comments on social media platforms provide feedback and evaluation functions. These functions can services for the relevant departments of organizations or institutions to formulate corresponding public opinion response strategies. Design/methodology/approach considers Chinese universities’ events Weibo platform as research object. It collects network governance strategy texts Weibo, constructs sentiment index based analysis evaluates effectiveness adopted by university officials. Findings found following: First, a complete information release process effectively improve effect Second, strategies was significantly influenced type event. Finally, is closely related severity punishment subjects involved. Research limitations/implications The theoretical contribution this lies in application image repair theory field governance, which further broadens scope Originality/value expands comment provides quantitative method evaluating Peer review peer history article available at: https://publons.com/publon/10.1108/OIR-05-2022-0269

Language: Английский

Citations

0