A Kansei engineering-based decision-making method for offline medical service quality evaluation with multidimensional attributes

Abstract

The evaluation of doctors’ offline medical service quality plays a vital role in evaluating hospital performance. There are two challenges that need to be addressed: (1) Currently, telephone follow-up and questionnaire surveys are the main methods for evaluating the quality of offline (mainly outpatient and inpatient) medical services in hospitals. However, these methods suffer from drawbacks such as low efficiency and resource consumption. (2) There are certain limitations to determining attribute dimensions and weighting patient evaluation attributes based solely on word frequency. To this end, this study proposes a Kansei engineering-based decision-making method for offline medical service quality evaluation with multidimensional attributes. First, this study constructs a medical Kansei lexicon based on speed and cosine similarity. Second, a concept of Kansei utility values is been defined to represent attribute values in medical service quality evaluation. Additionally, this study builds upon the Kano model to obtain the Kano classification of each attribute. On that basis, a novel approach to obtaining the implicit importance of the attributes is proposed. Thus, the weight vector of the attributes can be calculated as the combination of explicit and implicit importance. Finally, the evaluation result is obtained by using the multiattribute decision-making method. The effectiveness of the proposed method is verified through an analysis of online reviews from Haodf.com. The case study reveals that offline patients consider medical ethics and communication skills as the ”must-be” dimension of attributes, medical competence as a one-dimensional attribute, and medical advice and prescriptions as the attractive dimension of attributes. A comparative analysis with the traditional method is conducted to demonstrate the importance of dimensional analysis for offline medical service quality evaluation. The main contributions of this study include the following: (1) A medical Kansei lexicon is constructed based on Kansei engineering, and (2) a novel decision-making framework for medical service evaluation based on both appearance and implicit importance is constructed.