運用文字探勘分析滿意度留言挖掘健檢服務品質競爭力

Utilizing Text Mining to Assess the Competitiveness of Health Examination Services Based on Customer Satisfaction Comments

目的
在資訊技術AI引擎發展迅速的現代，文字資料可透過文字探勘技術，做到偵測文字評論的情緒，因文字情緒分數對滿意度具效度已有實證，再藉由詞頻及文字雲等方式分析，找出對於健檢服務品質感知的競爭力關鍵詞彙。
方法
本研究資料來源為某健檢中心受檢者滿意度留言，蒐集樣本時間自2021年1月至2023年5月，共805則有效留言進行情緒分析及文字雲詞頻統計。
結果
受檢者留言情緒反應正向佔74％，留言情緒反應負向佔26％，正向組情緒平均值為0.91，負向組平均值為0.67，兩組情緒值達顯著之差異。文本中的共有特徵詞彙為「謝謝」、「護理師」、「很好」、「親切」、「貼心」、「辛苦」、「專業」，可看出受檢者對於護理師服務態度的重視。另「等待」、「太久」、「檢查」為負向組最主要出現的詞彙，其語彙的主要特徵關鍵為等候時間上的問題。
結論
本研究從留言詞彙發現健檢護理師的人際型服務接觸是最有優勢的核心能力之一，建議應投資優秀護理師的培育，以發展更良好的溝通和服務技能及建立好的激勵機制，是保持競爭力的最佳策略。另外等候時間問題，應引進資訊科技的協助以縮短時間；另採用改善等候時間知覺之方法如時間預估、檢查進度更新或是等候區提供其他分散注意力的設施及資訊，也都是提高競爭力的方法。

Purposes
In the present rapidly evolving era of information technology and AI algorithms, textual data can be efficiently analyzed via text-mining techniques to gauge the sentiment of textual reviews. In this study, using empirical evidence supporting the validity of sentiment scores in relation to satisfaction, we employed additional analytical methods, including frequency analysis and word clouds, to pinpoint keywords that reflect the competitiveness of health examination services in customer perception.
Methods
The data used in this study were derived from satisfaction comments provided by examinees at a specific health examination center. The data, collected over the period between January 2021 and May 2023, comprised a total of 805 valid comments, on which we performed sentiment analysis, and accordingly obtained textual frequency statistics.
Results
The results revealed that positive sentiment responses from examinees constituted 74% of all comments, with the remainder of responses expressing negative sentiments. The average sentiment scores for the positive and negative groups were 0.91 and 0.67, respectively, indicating a significant disparity between the two groups. Commonly recurring terms in the text of the positive responses included“thank you,”“nurse,”“good,”“kind,”“thoughtful,”“hardworking,”and“professional,”thereby highlighting the emphasis examinees placed on the service-oriented attitude of nurses. Conversely, terms such as“waiting,”“too long,”and“examination”tended to be prominent in the responses of negative group examinees, thus highlighting issues relating predominantly to waiting times.
Conclusions
On the basis of our textual analysis, we identified the interpersonal service provided by health examination nurses as one of the most advantageous core competencies. We thus recommend investing in the nurturing of outstanding nurses to cultivate enhanced communication and service skills, and in the establishment of effective incentive mechanisms as key strategies for maintaining competitiveness. Additionally, concerns regarding waiting times could be addressed by harnessing the capabilities of information technology. Other viable strategies that could contribute to enhancing competitiveness include implementing measures to minimize the perceived waiting time, such as providing time estimations, updating examination progress, and offering facilities and information in waiting areas to divert attention.