Quality Factor Classification Of Kano Model Based On Online Medical Reviews

In recent years,driven by national policies and market demands,online medical care has gained a lot of attention.Online medical treatment not only expands access to medical resources,but also effectively alleviates the problem of limited total amount and unequal distribution of medical resources.People are more willing to express their views and experience of online medical treatment through online medical platforms,and at the same time make positive or negative comments on health products and medical services provided online.Therefore,how to deeply explore the potential psychological needs of patients through online evaluation has important theoretical and practical significance for effectively solving the problems faced by online medical services and improving patient satisfaction.As an important method to obtain customer needs and locate key elements,Kano model can transform customer voice into product/service quality elements.According to the nonlinear relationship between customer satisfaction and product/service quality factors,Kano model divides quality factors into five categories: necessary quality factors,one-dimensional quality factors,attractive quality factors,undifferentiated quality factors and reverse quality factors.With the development of network information technology,the method of analyzing customer needs by issuing Kano questionnaire is transformed into the study of online customer comments,but there are still the following limitations: Although Kano model can obtain quality elements by issuing questionnaires,it is easy to be limited by time and space.The setting of "positive and negative questions" may confuse customers and thus cannot fully reflect their potential demands.In addition,Kano model determines the classification results according to the total frequency of each quality element,which is too simple to effectively measure the nonlinear relationship between product/service quality elements and customer satisfaction.Since the development trend of online medical industry is consistent with the research trend of Kano model,this thesis tries to solve the limitations of Kano model,and then provides practical suggestions for the improvement of online medical services.Therefore,this thesis proposes a quality element classification method of Kano model based on online medical reviews.Firstly,the research object is defined,online reviews are crawled by web crawler tool,and LDA algorithm is used to cluster analysis online reviews to achieve objectified acquisition of quality elements.Secondly,text segmentation of online comments was carried out by sequential annotation method,and BERT algorithm was used to obtain different emotional tendencies under different quality factors.Then,the ordered Logit regression analysis method was used to estimate customer preference,and the regression influence coefficient was used as the classification basis of quality factors.Finally,the "Good Doctor Online" medical service platform was selected for empirical study,and effective suggestions were put forward for improving online medical services,so as to improve patient satisfaction.The results show that the quality factors of online medical service can be divided into three categories: essential quality factors,one-dimensional quality factors and attractive quality factors.This thesis puts forward corresponding improvement suggestions according to the characteristics of each quality factor and the development status of online medical service,so as to improve the quality of online medical service and the overall satisfaction level of customers.The above research can not only improve the theoretical framework of Kano model,but also provide important guidance for the improvement of online medical services.