| Title |
Analysis of Visitor Satisfaction Factors in Hospital Environments Using Text Mining of Online Reviews |
| Authors |
이애정(Li, Ai-Jing) ; 신정은(Shin, Jeong-Eun) ; 임호균(Lim, Ho-Kyun) |
| DOI |
https://doi.org/10.5659/JAIK.2025.41.12.79 |
| Keywords |
Hospital environment; Environment factor; Satisfaction; Social media; Text mining |
| Abstract |
With the growing emphasis on patient-centered care, hospital environments have received increasing attention for their impact on patient
satisfaction. Traditional survey methods have limitations in capturing real user experiences, particularly in South Korea, where research using
social media data is still limited. This study analyzed 22,277 Google Maps reviews of hospitals in South Korea to examine the relationship
between environmental factors and visitor satisfaction, employing text mining techniques alongside exploratory factor and regression analyses.
From 80 high-frequency keywords, exploratory factor analysis identified six key environmental dimensions. Regression analysis showed that
environmental comfort, convenience, and infrastructure and amenities significantly increased satisfaction, while communication and clinical
process had a negative effect. These findings underscore the importance of environmental factors, demonstrate the potential of social media
data in healthcare research, and offer new insights for evaluating hospital service quality. |