探索中国互联网医院的患者满意度及其影响因素:基于用户生成内容的双因素理论和卡诺模型的分析
Yunfan He1,2, Lei Ye3, Xinran He4
1School of International Relations and Public Affairs, Fudan University, Shanghai, China.
Digital health
|October 13, 2025
概括
在中国,患者对互联网医院应用程序 (APP) 的满意度低于最佳水平. 诸如可靠性和在线服务等关键因素显著影响用户体验,用户对满意度和不满意度的需求是不同的.
科学领域:
- 数字健康数字健康
- 医疗保健管理的管理
- 患者体验研究 研究研究
背景情况:
- 互联网医院应用程序 (APP) 越来越多地被使用,但现实世界的患者满意度和使用效率仍然不明确.
- 需要对这些数字健康平台的患者满意度驱动因素进行全面分析.
研究的目的:
- 收集和分析中国的互联网医院APP.
- 调查患者满意度水平,并确定关键影响因素.
- 了解影响患者满意度和不满意度的因素的不同属性.
主要方法:
- 一项148个互联网医院APP和121,458个来自中国APP商店的患者评论的横截面观察研究.
- 数据预处理,包括情绪分析和手动检查.
- 应用双因素理论,隐性狄里克莱特分配,托比特模型,沃尔德测试和卡诺模型来识别和分类影响因素.
主要成果:
- 总共分析了148个互联网医院APP和121,458个患者评论,APP和用户数量在2020年达到顶峰.
- 十二个因素显著影响了患者的满意度和不满意度,其影响有显著差异.
- 这些因素被分为十个"魅力"因素和两个"基本"因素.
结论:
- 目前,互联网医院APP的患者满意度和现实有效性都不足以达到最佳水平.
- 可靠性和客户服务被确定为重要因素,而在线诊断,医生的专业知识,可用性和兼容性是关键的魅力因素.
- 了解这些独特的因素属性对于改善患者遵守和整体服务质量至关重要.
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