Purpose

This paper aims to reveal the factors patients consider when choosing a doctor for consultation on an online medical consultation (OMC) platform and how these factors influence doctors' consultation volumes.

Design/methodology/approach

In Study 1, influencing factors reflected as service features were identified by applying a feature extraction method to physician reviews, and the importance of each feature was determined based on word frequencies and the PageRank algorithm. Sentiment analysis was used to analyze patient satisfaction with each service feature. In Study 2, regression models were used to analyze the relationships between the service features obtained from Study 1 and the doctor's consultation volume.

Findings

The study identified 14 service features of patients' concerns and found that patients mostly care about features such as trust, phraseology, overall service experience, word of mouth and personality traits, all of which describe a doctor's soft skills. These service features affect patients' trust in doctors, which, in turn, affects doctors' consultation volumes.

Originality/value

This research is important as it informs doctors about the features they should improve, to increase their consultation volume on OMC platforms. Furthermore, it not only enriches current trust-related research in the field of OMC, which has a certain reference significance for subsequent research on establishing trust in online doctor–patient relationships, but it also provides a reference for research concerning the antecedents of trust in general.

中文翻译：

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基于医师评论分析的在线医疗咨询平台医生咨询量影响因素及机制

目的

本文旨在揭示患者在在线医疗咨询（OMC）平台上选择咨询医生时考虑的因素，以及这些因素如何影响医生的咨询量。

设计/方法/方法

在研究1中，通过对医师评论应用特征提取方法识别反映为服务特征的影响因素，并根据词频和PageRank算法确定每个特征的重要性。使用情感分析来分析患者对每个服务功能的满意度。在研究 2 中，回归模型用于分析从研究 1 中获得的服务特征与医生咨询量之间的关系。

发现

该研究确定了患者关注的 14 个服务特征，发现患者最关心的是信任、用语、整体服务体验、口碑和个性特征等特征，所有这些特征都描述了医生的软技能。这些服务功能会影响患者对医生的信任，进而影响医生的会诊量。

原创性/价值

这项研究很重要，因为它告知医生他们应该改进的功能，以增加他们在 OMC 平台上的咨询量。此外，它不仅丰富了当前OMC领域与信任相关的研究，对后续在线医患关系中建立信任的研究具有一定的参考意义，也为网络医患信任的前因研究提供了参考。一般的。