8. A Text Mining Approach for Exploring Service Quality in Healthcare

—Eduardo D.Villacis Calderon, Virginia Tech

—Tabitha L. James, Virginia Tech

—Deborah F. Cook, Virginia Tech

—Kellie B. Keeling, University of Denver

Abstract

SERVQUAL is a popular model used in the literature to examine customer expectations and perceptions of the service quality of various industries. In this research, we will text mine a website that allows users to leave comments regarding their experience with various physicians. By applying analytical methods to the text generated by users on the feedback site, we will explore the dimensions defined by the SERVQUAL model from freeform, nonsolicited postservice perceptions. We determine which dimensions of service appear ...

Get Trends and Research in the Decision Sciences: Best Papers from the 2014 Annual Conference now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.

Start your free trial