Exploring healthcare/health-product ecommerce satisfaction: A text mining and machine learning application

Swagato Chatterjee, Divesh Goyal, Atul Prakash and Jiwan Sharma

Journal of Business Research, 2021, vol. 131, issue C, 815-825

Abstract: In the digital era, online channels have become an inevitable part of healthcare services making healthcare/health-product e-commerce an important area of study. However, the reflections of customer-satisfaction and their difference in various subgroups of this industry is still unexplored. Additionally, extant literature has majorly focused on consumer surveys for customer-satisfaction research ignoring the huge data available online. The current study fills these gaps. With 186,057 reviews on 619 e-commerce firms from 29 subcategories of healthcare/health-product industry posted in a review-website between 2008 and 2018, we used text-mining, machine-learning and econometric techniques to find which core and augmented service aspects and which emotions are more important in which service contexts in terms of reflecting and predicting customer satisfaction. Our study contributes towards the healthcare/health-product marketing and services literature in suggesting an automated and machine-learning-based methodology for insight generation. It also helps healthcare/health-product e-commerce managers in better e-commerce service design and delivery.

Keywords: Health-product ecommerce; Text mining; Sentiment; Emotion; Customer satisfaction; Online reviews (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (18)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0148296320307049
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:131:y:2021:i:c:p:815-825

DOI: 10.1016/j.jbusres.2020.10.043

Access Statistics for this article

Journal of Business Research is currently edited by A. G. Woodside

More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().