Proceedings of the 2023 4th International Conference on Management Science and Engineering Management (ICMSEM 2023)

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Classification of Quality Factors for Kano Model Based on Online Reviews: A Case Study of Online Medical Care

Authors
Xiaojiao Xiong1, *
1Jiangsu University of Science and Technology Service Manufacturing Model and Information Research Center, Zhenjiang, China
*Corresponding author. Email: xxjjasmine@163.com
Corresponding Author
Xiaojiao Xiong
Available Online 9 October 2023.
DOI
10.2991/978-94-6463-256-9_24How to use a DOI?
Keywords
Kano model; Online medical treatment; Ordered Logical regression; Emotional analysis; LDA model
Abstract

In the traditional Kano model, the acquisition of quality factors is relatively subjective and the classification criteria are not accurate enough. Therefore, how to obtain quality factors objectively and achieve accurate classification of Kano model is an important research issue. This paper proposes a Kano model quality factor classification method for online reviews, which mainly obtains quality factors through LDA model, analyzes the emotional tendency of online reviews through BERT model, and classifies the quality factors obtained based on ordered logical regression and Kano model. According to the comments and emotional analysis results on different quality factors, the empirical research is carried out with the online medical service platform of “haodf.com” as an example. The quality factors of online medical service are divided into three categories: must-be quality, attractive quality and one-dimensional quality factor. The experimental results show that the classification of quality factors for Kano model based on online reviews can effectively extract the quality factor information in online medical service reviews, which has guiding significance for improving the classification method of quality factor for Kano model and improving the quality of online medical service.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2023 4th International Conference on Management Science and Engineering Management (ICMSEM 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
9 October 2023
ISBN
10.2991/978-94-6463-256-9_24
ISSN
2352-5428
DOI
10.2991/978-94-6463-256-9_24How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Xiaojiao Xiong
PY  - 2023
DA  - 2023/10/09
TI  - Classification of Quality Factors for Kano Model Based on Online Reviews: A Case Study of Online Medical Care
BT  - Proceedings of the 2023 4th International Conference on Management Science and Engineering Management (ICMSEM 2023)
PB  - Atlantis Press
SP  - 234
EP  - 240
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-256-9_24
DO  - 10.2991/978-94-6463-256-9_24
ID  - Xiong2023
ER  -