| Objective:This study explores and analyses the current situation of the demand and service quality evaluation of "Internet+nursing" home care services;constructs a set of "Internet+nursing" home care service quality evaluation index system based on SERVQUAL as a theoretical model and AHP-fuzzy comprehensive evaluation method,providing a theoretical basis and reference standard for scientific and objective evaluation of its service quality.Materials and Methods:1.A study on the current situation of demand and quality evaluation of "Internet +nursing" home care services based on web crawlers.Python code was used to crawl the data related to the home care service platform to identify the service items that are currently in high demand by patients;an ordered multicategorical logistic regression model was used to explore the factors affecting the evaluation of "Internet+nursing" home care services;the association analysis was completed based on the Apriori algorithm in the association rule between service items the correlation analysis between service items,geographical areas and service evaluations was completed based on the Apriori algorithm in the association rules.The LDA topic model was used to mine the potential topics of the reviews,and ROSTCM 6.0 software was used to conduct high word frequency statistics and topic sentiment analysis on the text data of the reviews to explore the hot topics and core topics of concern to nurses and patients,as well as the sentiment tendency of the reviews.2.Construction of the evaluation index system for the quality of "Internet +nursing" home services.Based on the SERVQUAL theoretical model,combined with literature,domestic policies and the first part of the current situation research,the evaluation indicators were initially formulated,revised and improved according to the expert consultation method,and the weight of each indicator was further calculated using the hierarchical analysis method,and the fuzzy comprehensive evaluation method was added on its basis to realize the quantification of fuzzy indicators,which can effectively evaluate the "Internet + nursing" service The quality of "Internet+nursing" can be effectively evaluated.The final evaluation index system of "Internet + nursing" home service quality is formed.Result:1.The top five services in terms of demand for "Internet+nursing" home services were infusion(33.33%),injection(16.23%),dressing change(9.84%),venous blood collection(9.25%)and surgical stitching(7.27%).Ordered multicategorical logistic regression analysis showed that three factors influenced the evaluation of the "Internet+nursing" home visit service: professionalism of the service,whether the service arrived on time,and attitude towards the service(p < 0.05).Data mining using the Apriori algorithm of association rules showed that there were differences in the evaluation of home care services between different regions.Rules 1-4 showed that home care items such as injection,infusion and rehabilitation care in Beijing were strongly associated with highly rated terms such as professionalism,punctuality,warm attitude and dress code,but patients’ evaluation points were different for different care items.Rule 5 shows that: Guangdong province,on-time arrival is strongly associated with home infusion items;Rule 6 shows that: wound dressing change,on-time arrival is strongly associated with warm attitude;Rules 7 and 8 show that: Shanghai,home infusion is strongly associated with each highly rated word;Rules 9 and 10 show that:other items,reasonable price is strongly associated with dress code;Complete tools,other areas,other items are strongly associated with dress code.2.A total of 3166 reviews were crawled,and the theme model identified 6potential themes,namely platform features,service price and efficiency,service content and professionalism,nurses’ attitude and patients’ experience,service recipients,and download and use of the platform;in the reviews,users mentioned the words "nurses","service ","attitude","convenience" and "platform" were mentioned more frequently,which to a certain extent showed users’ feelings and concerns;users’ Positive sentiment accounted for 59.19%,neutral sentiment accounted for 27.23% and negative sentiment accounted for 13.58%,with users’ negative sentiment mainly focusing on the differences in service levels,unreasonable fees and platform download and use.3.After two rounds of expert consultation,the effective return rate of the questionnaires in both rounds was 100%,the authority coefficient of experts was 0.85,and the Kendall harmony coefficient was 0.185 and 0.262 respectively.The final evaluation index system of "Internet+nursing" home care service quality includes 5primary indicators(tangibility,reliability,assurance,responsiveness and empathy),13 secondary indicators and 31 tertiary indicators,and covers the content and main evaluation points of indicators at all levels,the evaluation methods/formulas and evaluation criteria.The weighting coefficients of each indicator were also determined,and the consistency ratio(CR)of each comparison matrix was <0.1,with good logical consistency.Conclution:1.The study has identified the current demand of patients for "Internet+nursing" home service,and focuses on improving the professionalism,time perception and service attitude of online nurses,which is conducive to improving the overall service quality of "Internet+nursing";using Apriori correlation The use of Apriori correlation rule analysis is conducive to discovering the relationship between the various elements of the "Internet+nursing" home service;nurses and patients have a good perception of the overall service of each platform,but there are still some shortcomings in the current development,so on the basis of this study,improvements can be precisely implemented for the shortcomings in the development process,and the "Internet+nursing" service can be improved.This study will provide important guidance for the further development and optimisation of the "Internet+nursing" service.2.The index system for evaluating the quality of "Internet+nursing" home care service,which is constructed through the Delphi consultation method combined with hierarchical analysis and fuzzy comprehensive evaluation method,is scientific,reasonable and comprehensive,and can provide reference for the evaluation of "Internet+nursing" service and the formulation of service guidelines in China. |
