Listening to internal voices: unveiling healthcare employee satisfaction through big data analysis of online feedback

Purpose Healthcare online feedback is widely used to improve service quality. This study aims to explore the determinants and evolving dynamics of healthcare employee satisfaction as reflected in employee-generated content. Design/methodology/approach This study analyzes structured (numerical ratings) and unstructured (textual feedback) data from over 300,000 online employee reviews of 9,103 US healthcare organizations. Using topic modeling, it identifies key satisfaction and dissatisfaction factors and examines their variations across job roles and tenure lengths, with a particular focus on the impact of the COVID-19 pandemic. Findings Our analysis reveals that job satisfaction determinants vary by role and tenure. During the initial phase of the COVID-19 pandemic, satisfaction temporarily increased due to a heightened sense of purpose and strong peer relationships. However, as the crisis persisted, satisfaction declined due to mounting stress, staff shortages, irregular shifts, and inadequate compensation. Practical implications These findings can guide healthcare organizations in developing targeted management strategies to enhance employee satisfaction and retention. Originality/value This study offers a novel perspective on healthcare online feedback by analyzing large-scale employee reviews from the service provider's standpoint, providing valuable insights into workplace experiences. Additionally, it contributes to employee satisfaction research by examining its dynamic changes across different phases and role-specific variations.