Research On The User Service Satisfaction Of Mobile Medical APP Based On Text Analysis

With the rapid development of information technology and the widespread use of the Internet,the Internet is widely used in traditional industiries.The deep integration of the Internet and the medical industry,mobile medical as an emerging medical model,is expected to fundamentally improve the problems of“difficult to see a doctor,difficult to register,difficult to queue" and optimize traditional diagnosis and treatment models,which brings convenience to patients.As public interest in the use of the Internet for health-relatedpurposes has grown considerably,mobile medical apps,as a kind of medical health,naturally appears in people’s life and have received much attention.However,due to the problems of service quality,such as imperfect functions,difficulty in guaranteeing privacy and unreliable information.The popularity rate of mobile medical APP in the market is not high,the download and usage volumes are small,and the development of mobile medical APP is still facing many difficulties and challenges.Therefore,it is of great significance to study the user behavior of mobile medical APP,explore the factors affecting customer service satisfaction,and improve the user satisfactionIn recent years,one after another scholar has started to study the adoptions and continuous use behaviors of mobile medical APP users,but,from the perspective of online commentary texts,there are small.This paper takes the online review text of mobile medical APP as the starting point,and uses text mining technology and content analysis methods to explore the in fluencing factors that affecting the user service satisfaction of mobile medical APP,and constructs the user service satisfaction model of mobile medical APP.Firstly,This paper uses segmentation tool of jieba based on python language to preprocess the collected comment text,then uses the LDA model to classify and summarize the topics,and combined with grounded theory to put forward the influencing factors of user service satisfaction.Finally,the research hypothesis of this paper was proposed on the basis of literature review,and the research hypothesis of this paper was verified by using SPSS22.0 combined with correlation analysis and multiple regression analysis to analyze the collected questionnaire data.The results show that perceived usefulness,perceived ease of use,perceived doctor professionalism,system function innovation,system reliability and doctor care have significant influence on user service satisfaction.It also gives Suggestions to the developers and managers of mobile medical APP from the aspects of system design,doctor management.This study users text mining technologies to explore the factors that affecting the user service satisfaction of mobile medical APP,and builds a user service satisfaction model,which provides a new perspective and method for relevant research in the field of mobile medical service.In practice,extracting the key factors of users’ service satisfaction from the user comment text is helpful for enterprises to understand users’ needs,improve their own services and improve their market competitiveness.