Developing a Framework for Online Review-Based Health Care Service Quality Assessment: Text-Mining Study

This study explores how online reviews can be used to evaluate health care services, offering significant implications for health care management. Theoretically, we extend existing service quality frameworks by integrating text-mining analysis of online reviews, thereby enhancing the understanding of service quality assessment in the digital health context. Practically, the framework can allow health care platforms to identify and reveal doctors' service quality to reduce patients' information asymmetry and strengthen patient-provider relationships, ultimately contributing to a more effective and patient-centered health care system.