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. 2022 Jun 17;19(12):7466.
doi: 10.3390/ijerph19127466.

A Study of Mobile Medical App User Satisfaction Incorporating Theme Analysis and Review Sentiment Tendencies

Yunkai Zhai  1   2 , Xin Song  1   2 , Yajun Chen  1   2 , Wei Lu  1   2
Affiliations

A Study of Mobile Medical App User Satisfaction Incorporating Theme Analysis and Review Sentiment Tendencies

Yunkai Zhai et al. Int J Environ Res Public Health. .

Abstract

Mobile medicine plays a significant role in optimizing medical resource allocation, improving medical efficiency, etc. Identifying and analyzing user concern elements from active online reviews can help to improve service quality and enhance product competitiveness in a targeted manner. Based on the latent Dirichlet allocation (LDA) topic model, this study carries out a topic-clustering analysis of users' online comments and builds an evaluation index system of mobile medical users' satisfaction by using grounded theory. After that, the evaluation information of users is obtained through an emotional analysis of online comments. Then, in order to fully consider the uncertainty of decision makers' evaluations, rough number theory and the fuzzy comprehensive evaluation method are used to confirm the conclusions of experts and indicators and to evaluate the satisfaction of mobile medical users. The empirical results show that users are satisfied with the service quality and content quality of mobile medical apps, and less satisfied with the management and technology qualities. Therefore, this paper puts forward corresponding countermeasures from the aspects of strengthening safety supervision, strengthening scientific research, strengthening information audit, attaching importance to service quality management and strengthening doctors' sense of gain. This study uses text mining for index extraction and satisfaction analysis of online reviews to quantitatively evaluate user satisfaction with mobile medical apps, providing a reference for the improvement of mobile medical apps. However, there are still certain shortcomings in the current study, and subsequent studies can screen false reviews for a deeper study of online review information.

Keywords: LDA topic model; fuzzy comprehensive evaluation; mobile medical apps; online reviews; satisfaction evaluation.

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Conflict of interest statement

The authors declare no conflict of interest.

Figures

Figure 1
Figure 1
General framework diagram.
Figure 2
Figure 2
LDA probability model diagram.
Figure 3
Figure 3
Emotional analysis.
Figure 4
Figure 4
Indicator weights.
Figure 5
Figure 5
Clustering visualization results of online review topics of mobile medical apps. The circle on the left corresponds to the seven themes, and the words on the right correspond to the topics. The distance between different circles indicates the closeness of different themes. If the circles overlap, there is a crossover between the features of different themes.
Figure 6
Figure 6
User satisfaction evaluation system for mobile medical apps.
Figure 7
Figure 7
Results of comprehensive evaluation value of secondary indicators.
See this image and copyright information in PMC

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