Research on the Construction of a Doctor Service Quality Evaluation System for Online Medical Platforms

Abstract

This study develops an evaluation system for doctor service quality in online medical communities. Based on the SERVQUAL theoretical model, in-depth interviews were conducted with 10 experts from this domain. Using grounded theory for qualitative analysis, a preliminary framework for the evaluation system was constructed. Subsequently, questionnaire surveys designed according to the Kano model were administered to collect and analyze data from online medical community users, leading to further refinement of the evaluation indicators. The Analytic Hierarchy Process (AHP) was then employed to determine the weight values for each indicator, finalizing the construction of the evaluation system. Furthermore, based on the research findings, constructive strategies are proposed for assessing doctor service quality in online medical communities.