Customer Satisfaction Analysis of Dingxiang Doctor Online Consultation Platform Based on Network Comments

With the advantage of the Internet, the online consultation platform provides efficient and convenient consultation services for the general public, and its prosperous development promotes the rational allocation of medical resources and eases the contradiction between the supply and demand of medical resources. Among them, customer satisfaction is crucial to the sustainable development of online medical platforms. At present, for the online medical field, based on the grounded theory, there are few studies on the establishment of the customer satisfaction evaluation model of the online consultation platform by using the network comments as the original data for text analysis. In view of this, the article selects the dermatology department of online consultation platform Dingxiang Doctor as the research object, after crawling the relevant online comments on the official website, a model consisting of 17 conceptualization categories, 9 initial categories and 5 main categories is constructed based on the grounded theory. It is found that the overall customer satisfaction score of Dingxiang Doctor is 4.10, indicating that the overall satisfaction of patients with Dingxiang Doctor is high, in which the initial category that has the greatest impact on the customer satisfaction score is the doctor's professionalism; whereas the scores of the additional services and the perceived value belong to the medium level, there is still a large space for improvement, and the platform setting and the cost performance have not yet reached the satisfaction of the customers, where the platform need to focus on improvement and enhancement.