Classification of Quality Factors for Kano Model Based on Online Reviews: A Case Study of Online Medical Care

Xiaojiao Xiong ()
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Xiaojiao Xiong: Jiangsu University of Science and Technology Service Manufacturing Model and Information Research Center

A chapter in Proceedings of the 2023 4th International Conference on Management Science and Engineering Management (ICMSEM 2023), 2024, pp 234-240 from Springer

Abstract: Abstract In the traditional Kano model, the acquisition of quality factors is relatively subjective and the classification criteria are not accurate enough. Therefore, how to obtain quality factors objectively and achieve accurate classification of Kano model is an important research issue. This paper proposes a Kano model quality factor classification method for online reviews, which mainly obtains quality factors through LDA model, analyzes the emotional tendency of online reviews through BERT model, and classifies the quality factors obtained based on ordered logical regression and Kano model. According to the comments and emotional analysis results on different quality factors, the empirical research is carried out with the online medical service platform of “haodf.com” as an example. The quality factors of online medical service are divided into three categories: must-be quality, attractive quality and one-dimensional quality factor. The experimental results show that the classification of quality factors for Kano model based on online reviews can effectively extract the quality factor information in online medical service reviews, which has guiding significance for improving the classification method of quality factor for Kano model and improving the quality of online medical service.

Keywords: Kano model; Online medical treatment; Ordered Logical regression; Emotional analysis; LDA model (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-256-9_24

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DOI: 10.2991/978-94-6463-256-9_24

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