Using Social Media Data for Exploring Healthcare Service Quality

Abstract

The provision of quality services in the healthcare sector has become a highly prioritized goal, as it is seen as a key factor in the satisfaction and loyalty of patients. This study aims to explore patients' perception of service quality in the UAE, a topic that has not yet been extensively studied. A qualitative approach, using social media data, was employed. Grounded theory techniques were used to analyze online feedback and comments on clinical services posted by patients. Results revealed five key factors that shape patients' perception of service quality: time efficiency, human interaction, complementary facilities, value for money match, and accountability. This study's findings and implications, particularly regarding how technology can be used to guarantee quality services and address issues raised in the research, are discussed.