Voice of Customer Analysis of Nursing Care in a Tertiary Hospital:Text Network Analysis and Topic Modeling
10.11111/jkana.2024.30.5.529
- Author:
Hyunjung KO
1
;
Nara HAN
;
Seulki JEONG
;
Jeong A JEONG
;
Hye Ryoung YUN
;
Eun Sil KIM
;
Young Jun JANG
;
Eun Ju CHOI
;
Chun Hoe LIM
;
Min Hee JUNG
;
Jung Hee KIM
;
Dong Hyu CHO
;
Seok Hee JEONG
Author Information
1. Nurse, Division of Nursing, Jeonbuk National University Hospital
- Publication Type:ORIGINAL ARTICLE
- From:Journal of Korean Academy of Nursing Administration
2024;30(5):529-542
- CountryRepublic of Korea
- Language:English
-
Abstract:
Purpose:This study aimed to explore customer perspectives of nursing services in tertiary hospitals.
Methods:The data comprised mobile Voice Of Customer (VOC) data related to “nursing” or “nurses” generated from June 25, 2019, to December 31, 2022, in a tertiary hospital. A total of 44,727 VOC data points were collected, of which 4,040 were selected for the final analysis. Text network analysis and topic modeling were conducted using NetMiner 4.5.1.
Results:Topic modeling identified five topics for positive aspects and four topics for areas requiring improvement.The positive aspects were: 1) sincere nursing care; 2) rapid response from professional medical staff; 3) teamwork for delivering customer-centric services; 4) provision and coordination of system-based healthcare services; and 5) customer-focused responsiveness. The areas requiring improvement were: 1) demand for skilled nursing care tailored to customer expectations; 2) demand for enhanced communication and reduced mechanical responses; 3) demand for appropriate handling of diverse situations; and 4) demand for overall improvements to the healthcare system, including reservation systems.
Conclusion:These results may be used to enhance customer and patient experiences in tertiary hospitals and are necessary for utilization from a hospital management perspective.
