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Trends and Research in the Decision Sciences: Best Papers from the 2014 Annual Conference by Merrill Warkentin, Decision Sciences Institute

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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 ...

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