| The allocation of medical resources in China is unbalanced,and the utilization is inefficient.With the increasing demand for health management and consultation,the mismatch of supply and demand of medical resources is gradually emerging.As the Internet technology is getting more and more mature and widely used,online medical consultation platform emerged and developed rapidly.The online medical consultation platform gives full play to the advantages of the Internet to break through time and space constaints,and concentrates medical resources on the Internet to provide more convenient health management and consultation services,so as to promote the rational allocation of medical resources and meet people’s health consultation needs.At present,there are few researches on promoting doctors’ selection rate in online medical consultation field,especially mining the factors influencing doctors’ selection rate and their influencing mechanisms from user reviews.Based on this,this paper takes Dingxiang doctor online medical consultation platform as the research object.This paper mines the service features that affect doctors’ selection rate from user comments,and explores users’satisfaction with service features,then builds a measurement model to analyze the impact of these service features on doctors’ consultation,so as to make suggestions for doctors to improve their selection rate in a short time.The main research contents and achievements of this paper are as follows:(1)To extract features of online medical consultation service based on user comments.Based on the relevant literature,this paper uses dependency syntactic analysis,combined with the ranking method of frequent words and network analysis to extract feature words,then obtains the service features by clustering according to the semantic similarity between feature words.Finally,the experiment got 14 features of online medical consultation service:title,medical skill,disease diagnosis,disease interpretation,treatment,consultation effect,doctor’s character,patient care,trustworthiness,doctor’s reply,reply language,doctor’s reputation,consultation platform and consultation service.These service features are not only the factors that influence doctors’ selection rate from users’comments,but also the concerns of users when choosing doctors.At the same time,the importance indicators of service features reflect the difference of users’ attention to these features.It is found that the factors that affect doctors’ selection and their importance are different from those of traditional medical treatment,and users pay more attention to the service features that reflect doctors’ soft power.This result is consistent with the previous research results of this study,which is reasonable and interpretable.It also has practical value in practice,and points out the direction for doctors to improve their service ability.(2)To calculate the sentiment intensity of the online medical consultation service features.This research expands sentiment lexicon according to semantic similarity to make it suitable for sentiment analysis in the field of online medical consultation.Then the sentiment intensity of the online medical consultation service features is calculated.Sentiment intensity reflects the satisfaction of users with service features.The research found that users are basically satisfied with online medical consultation service,and the professional skills and basic literacy of doctors,who are capable of accurate diagnosis and treatment online,can meet users’needs.But in the process of online medical consultation,there is a certain gap between doctors’ trust sensed by users and users’expectations,reflecting that doctors need to do more to overcome the trust difficulties brought by the Internet,so as to improve their selection rate.(3)To explore the influence mechanism of online medical consultation service features on doctors’ selection rate.Based on the benchmark measurement model with review number and consultation price as independent variables,doctors’ consultation quantity as dependent variables,this paper introduces each service feature into the model as independent variables to explore the mechanism of its impact on doctors’consultation quantity.The results show that review number and consultation price have significant positive and negative effects on doctors’consultation quantity respectively.Among the service features,title,medical skill,consultation effect and consultation service have no significant effect on doctors’ consultation quantity,while the other ten service features have significant positive effects on doctors’ consultation quantity.Finally,according to the results of the study,combined with the actual situation,it puts forward suggestions for doctors to improve their service ability in the short term.While focusing on improving their professional ability,they should also pay attention to the details in consultation process and improve their soft power,so as to enhance the stickiness of users and improve their selection rate. |
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