复旦大学国家智能评价与治理实验基地赵星教授团队博士研究生贺云帆以第一作者身份在数字健康领域Q1期刊（SSCI&SCI双收录）《数字健康》（Digital Health）发表题为《探索中国互联网医院患者满意度及其影响因素：基于用户生成内容的双因素理论和Kano模型分析》（Exploring patient satisfaction and its influencing factors in Chinese internet hospitals: An analysis using two-factor theory and Kano model based on user-generated contents）的研究论文。该研究收集148个中国互联网医院APP的12万余条患者评论，通过多方法结合分析，识别出12个影响患者满意度的关键因素，明确其不对称作用并分类，为优化互联网医院服务、提升患者依从性提供了重要实证支撑与改进方向。
摘要：
•Objective: There is currently a lack of in-depth understanding of patient satisfaction and usage of internet hospitals in real-world scenarios. This study aims to comprehensively collect internet hospital Applications (APPs) in China, investigate their patient satisfaction, identify influencing factors, and understand the differences in the factor attributes.
•Methods: This study was a cross-sectional observational study. We collected China's internet hospital APPs and their patient reviews from eight Chinese APP stores in October 2024. First, data preprocessing was conducted through deduplication, identification of bot accounts, sentiment analysis, and manual inspection. Second, based on the Two-Factor Theory, the Latent Dirichlet Allocation topic model and Tobit model were employed to identify influencing factors. Third, the Wald test was used to examine the effect differences of these factors. Finally, the factor attributes were identified using the Kano model.
•Results: A total of 148 internet hospital APPs in China and their 121,458 patient reviews were included. The number of these APPs and users showed an initial increase followed by a decrease, peaking in 2020. For influencing factors, 12 factors significantly affected patient satisfaction and dissatisfaction. The Wald test results indicated that there is a significant difference in the influencing effect between patient satisfaction and dissatisfaction. Twelve factors were further categorized into ten charm factors and two essential factors.
•Conclusion: In recent years, patient satisfaction and real-world usage effectiveness of internet hospital APPs have been suboptimal. Research has shown that influencing factors exhibit asymmetry and can be further classified into charm factors and essential factors. On the one hand, reliability and customer service are basic needs of patients. On the other hand, online diagnosis and treatment functions, doctor's professional level, easy to use, and compatibility can effectively improve patient compliance.
关键词：Internet hospital, patient satisfaction, user-generated content, Kano model, influence factor
来源期刊：Digital Health
发表时间：2025-10-08
DOI：https://doi.org/10.1177/20552076251382090
收录数据库：Web of Science
