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Erschienen in:
2019 | OriginalPaper | Buchkapitel
The Examination of Complaints About the Health Sector by Text Mining Analysis
verfasst von : Gamze Yildiz Erduran, Fatma Lorcu
Erschienen in: Proceedings of the International Symposium for Production Research 2018
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Abstract
Since the quality of service is directly connected to human health in the enterprises providing services in the health sector, ensuring satisfaction by the service offered is one of the most important criteria. The complaints arise when the performance of health enterprises does not meet individuals’ health-related expectations. The strengthening of the relationship between the businesses and the recipients of the service or bringing them completely to the point of detachment through complaints is linked to the effort of health enterprises to resolve those complaints.
In this research, online complaints of health care with a difficult structure to analyze, written in the natural language (unstructured) in the text form are scrutinized by the clustering method of data mining. Unprocessed (raw) data in online complaint platforms are transformed into information by processing through data and text mining methods. The results of the research are as follows: (1) to enable online complaints of health care to be divided into clusters without having to read them one by one; (2) to identify the most important elements of complaints and to divide them into categories; (3) to offer a new alternative method to health enterprises for assessing complaints vis-à-vis them.