| In recent years,with the concept of "Healthy China",governments at all levels have put forward more and more policies in the field of medical and health care.Under the guidance of the policy,medical APP has developed rapidly with the help of Internet platform in recent years.Although the medical APP industry has entered a stage of rapid development,the current situation of APP development is that the quality of information content is not guaranteed,the professional level of relevant staff varies,and the overall information service quality of medical APP is not high.This not only directly affects the user’s feeling of use,but also reduces the trust of users in medical APP,which is not conducive to the sustainable and healthy development of medical APP.Therefore,there is an urgent need to construct a set of evaluation index system applicable to the characteristics of medical APP information service in China.It is worth noting that some users,after using an APP,will score and evaluate the APP service according to their actual use experience,and the evaluation content will be displayed in various mobile application markets,and these review texts provide an important basis for evaluating the quality of medical APP services.Therefore,this paper will collect online review data of medical APP users,use LDA theme clustering method to explore the factors affecting its information service quality,combine E-SERVQUAL service quality model and SERVQUAL service quality model,build a set of evaluation index system for medical APP information service,and evaluate the existing medical APP information service.This study firstly collects medical APP user data with major application stores,and uses Python3.9 to analyze LDA theme model on the review text to find the main concerns of users for medical APP information service.Then,we compiled and analyzed relevant studies on information service quality evaluation at home and abroad,combined with the clustering results,and constructed a set of medical APP information service quality evaluation index system,including 28 indexes in 7 dimensions.A questionnaire survey was used to collect the user expectations and actual feelings of medical APP information service quality,so as to calculate the service quality gap.Finally,the results of 8 clusters of medical APP information service influencing factors were obtained by online review LDA theme model: privacy and security,doctor service,product design,efficiency issues,user care,information content,and fee issues.The results of the application analysis of medical APP information service quality evaluation show that,on the whole,There is a general distance between the overall service quality perceived by users and the expected information service quality,which needs to be improved.Among them,system usability,efficiency and empathy have the largest gap among the dimensional indicators,based on which corresponding improvement measures are proposed in this paper. |
