A Study of Mobile Medical App User Satisfaction Incorporating Theme Analysis and Review Sentiment Tendencies

Yunkai Zhai, Xin Song, Yajun Chen and Wei Lu
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Yunkai Zhai: School of Management Engineering, Zhengzhou University, Zhengzhou 450001, China
Xin Song: School of Management Engineering, Zhengzhou University, Zhengzhou 450001, China
Yajun Chen: School of Management Engineering, Zhengzhou University, Zhengzhou 450001, China
Wei Lu: School of Management Engineering, Zhengzhou University, Zhengzhou 450001, China

IJERPH, 2022, vol. 19, issue 12, 1-19

Abstract: Mobile medicine plays a significant role in optimizing medical resource allocation, improving medical efficiency, etc. Identifying and analyzing user concern elements from active online reviews can help to improve service quality and enhance product competitiveness in a targeted manner. Based on the latent Dirichlet allocation (LDA) topic model, this study carries out a topic-clustering analysis of users’ online comments and builds an evaluation index system of mobile medical users’ satisfaction by using grounded theory. After that, the evaluation information of users is obtained through an emotional analysis of online comments. Then, in order to fully consider the uncertainty of decision makers’ evaluations, rough number theory and the fuzzy comprehensive evaluation method are used to confirm the conclusions of experts and indicators and to evaluate the satisfaction of mobile medical users. The empirical results show that users are satisfied with the service quality and content quality of mobile medical apps, and less satisfied with the management and technology qualities. Therefore, this paper puts forward corresponding countermeasures from the aspects of strengthening safety supervision, strengthening scientific research, strengthening information audit, attaching importance to service quality management and strengthening doctors’ sense of gain. This study uses text mining for index extraction and satisfaction analysis of online reviews to quantitatively evaluate user satisfaction with mobile medical apps, providing a reference for the improvement of mobile medical apps. However, there are still certain shortcomings in the current study, and subsequent studies can screen false reviews for a deeper study of online review information.

Keywords: online reviews; satisfaction evaluation; mobile medical apps; fuzzy comprehensive evaluation; LDA topic model (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

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