scholarly journals Patients' satisfaction factors mining and sentiment analysis of B2C mail-order pharmacy reviews

2019 ◽  
Author(s):  
Jingfang Liu ◽  
Yingyi Zhou ◽  
Xiaoyan Jiang ◽  
Wei Zhang
Keyword(s):  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Topic Model ◽  
Drug Effects ◽  
Mail Order ◽  
Related Factors ◽  
Patients Satisfaction ◽  
Drug Prices ◽  
Mail Order Pharmacy ◽  
Satisfaction Factors

Abstract BackgroundIn recent years, mail-order pharmacies have been accepted by increasingly more patients, and the prospects for mail-order pharmacies are optimistic. This article explores the patients’ satisfaction factors addressed in Business to Customer (B2C) mail-order pharmacy reviews and analyzes the sentiments expressed in the reviews. The goal of this work is to help B2C mail-order pharmacy enterprises identify patients’ concerns, continuously improve the health services level.MethodsThis paper was based on the Latent Dirichlet Allocation (LDA) topic model. From a B2C mail-order pharmacy of integrated e-commerce and a vertical B2C mail-order pharmacy (JD.COM and J1.COM, respectively), 136,630 pieces of over-the-counter (OTC) drug review data posted from January 1, 2015 to December 31, 2018 were selected as samples and used to explore the satisfaction factors of B2C mail-order pharmacy patients regarding the entire drug purchasing process. Then, the sentiments expressed in the drug reviews were analyzed with SnowNLP.ResultCategorization of the 12 factors identified by LDA showed that 5 factors were related to logistics; these 5 factors, which also included the most drug reviews, made up 38.5% of the reviews. The number of factors related to drug prices was second, with 3 factors, and reviews of drug prices made up 25.5% of the reviews. Customer service and drug effects each had two related factors, and a smaller percentage of these reviews (13.95%) were related to drug effects. Patients still maintain positive opinions of JD.COM and J1.COM. However, some opinions on logistics and drug prices are expressed.Conclusion The most important task for mail-order pharmacies is to improve logistics. It is better to develop self-built logistics. Both types of B2C mail-order pharmacies can improve patient viscosity by implementing marketing strategies. With regard to customer service, focusing on improving employees' service attitudes is necessary.

scholarly journals Patients' satisfaction factors mining and sentiment analysis of B2C mail-order pharmacy reviews

2019 ◽  
Author(s):  
Jingfang Liu ◽  
Yingyi Zhou ◽  
Xiaoyan Jiang ◽  
Wei Zhang
Keyword(s):  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Topic Model ◽  
Drug Effects ◽  
Mail Order ◽  
Related Factors ◽  
Patients Satisfaction ◽  
Drug Prices ◽  
Mail Order Pharmacy ◽  
Satisfaction Factors

Abstract Background In recent years, mail-order pharmacies have been accepted by increasingly more patients, and the prospects for mail-order pharmacies are optimistic. This article explores the patients’ satisfaction factors addressed in Business to Customer (B2C) mail-order pharmacy reviews and analyzes the sentiments expressed in the reviews. The goal of this work is to help B2C mail-order pharmacy enterprises identify patients’ concerns, continuously improve the health services level. Methods This paper was based on the Latent Dirichlet Allocation (LDA) topic model. From a B2C mail-order pharmacy of integrated e-commerce and a vertical B2C mail-order pharmacy (JD.COM and J1.COM, respectively), 136,630 pieces of over-the-counter (OTC) drug review data posted from January 1, 2015 to December 31, 2018 were selected as samples and used to explore the satisfaction factors of B2C mail-order pharmacy patients regarding the entire drug purchasing process. Then, the sentiments expressed in the drug reviews were analyzed with SnowNLP. Result Categorization of the 12 factors identified by LDA showed that 5 factors were related to logistics; these 5 factors, which also included the most drug reviews, made up 38.5% of the reviews. The number of factors related to drug prices was second, with 3 factors, and reviews of drug prices made up 25.5% of the reviews. Customer service and drug effects each had two related factors, and a smaller percentage of these reviews (13.95%) were related to drug effects. Patients still maintain positive opinions of JD.COM and J1.COM. However, some opinions on logistics and drug prices are expressed.Conclusion The most important task for mail-order pharmacies is to improve logistics. It is better to develop self-built logistics. Both types of B2C mail-order pharmacies can improve patient viscosity by implementing marketing strategies. With regard to customer service, focusing on improving employees' service attitudes is necessary.

scholarly journals Consumers’ satisfaction factors mining and sentiment analysis of B2C online pharmacy reviews

2020 ◽  
Author(s):  
jingfang liu ◽  
yingyi zhou ◽  
xiaoyan jiang ◽  
wei zhang
Keyword(s):  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Topic Model ◽  
Drug Effects ◽  
Third Party ◽  
Related Factors ◽  
Drug Prices ◽  
Online Pharmacy ◽  
Online Pharmacies ◽  
Satisfaction Factors

Abstract BackgroundIn recent years, online pharmacies have been accepted by increasingly more consumers, and the prospects for online pharmacies are optimistic. This article explores the consumers’ satisfaction factors addressed in Business to Customer (B2C) online pharmacy reviews and analyzes the sentiments expressed in the reviews. The goal of this work is to help B2C online pharmacy enterprises identify consumers’ concerns, continuously improve the health services level.MethodsThis article was based on the Latent Dirichlet Allocation (LDA) topic model. From a third-party platform-based B2C online pharmacy and a proprietary B2C online pharmacy (JD Pharmacy and J1.COM, respectively), 136,630 pieces of over-the-counter (OTC) drug review data posted from January 1, 2015 to December 31, 2018 were selected as samples and used to explore the satisfaction factors of B2C online pharmacy consumers regarding the entire drug purchasing process. Then, the sentiments expressed in the drug reviews were analyzed with SnowNLP.ResultCategorization of the 12 factors identified by LDA showed that 5 factors were related to logistics; these 5 factors, which also included the most drug reviews, made up 38.5% of the reviews. The number of factors related to drug prices was second, with 3 factors, and reviews of drug prices made up 25.5% of the reviews. Customer service and drug effects each had two related factors, and a smaller percentage of these reviews (13.95%) were related to drug effects. Consumers still maintain positive opinions of JD Pharmacy and J1.COM. However, some opinions on logistics and drug prices are expressed.Conclusion The most important task for online pharmacies is to improve logistics. It is better to develop self-built logistics. Both types of B2C online pharmacies can improve consumer viscosity by implementing marketing strategies. With regard to customer service, focusing on improving employees' service attitudes is necessary.

scholarly journals Consumers’ satisfaction factors mining and sentiment analysis of B2C online pharmacy reviews

2020 ◽  
Author(s):  
jingfang liu ◽  
yingyi zhou ◽  
xiaoyan jiang ◽  
wei zhang
Keyword(s):  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Topic Model ◽  
Drug Effects ◽  
Third Party ◽  
Related Factors ◽  
Drug Prices ◽  
Online Pharmacy ◽  
Online Pharmacies ◽  
Satisfaction Factors

Abstract Background In recent years, online pharmacies have been accepted by increasingly more consumers, and the prospects for online pharmacies are optimistic. This article explores the consumers’ satisfaction factors addressed in Business to Customer (B2C) online pharmacy reviews and analyzes the sentiments expressed in the reviews. The goal of this work is to help B2C online pharmacy enterprises identify consumers’ concerns, continuously improve the health services level.Methods This article was based on the Latent Dirichlet Allocation (LDA) topic model. From a third-party platform-based B2C online pharmacy and a proprietary B2C online pharmacy (JD Pharmacy and J1.COM, respectively), 136,630 pieces of over-the-counter (OTC) drug review data posted from January 1, 2015 to December 31, 2018 were selected as samples and used to explore the satisfaction factors of B2C online pharmacy consumers regarding the entire drug purchasing process. Then, the sentiments expressed in the drug reviews were analyzed with SnowNLP.Result Categorization of the 12 factors identified by LDA showed that 5 factors were related to logistics; these 5 factors, which also included the most drug reviews, made up 38.5% of the reviews. The number of factors related to drug prices was second, with 3 factors, and reviews of drug prices made up 25.5% of the reviews. Customer service and drug effects each had two related factors, and a smaller percentage of these reviews (13.95%) were related to drug effects. Consumers still maintain positive opinions of JD Pharmacy and J1.COM. However, some opinions on logistics and drug prices are expressed.Conclusion The most important task for online pharmacies is to improve logistics. It is better to develop self-built logistics. Both types of B2C online pharmacies can improve consumer viscosity by implementing marketing strategies. With regard to customer service, focusing on improving employees' service attitudes is necessary.

Opportunities to Encourage Mail Order Pharmacy Use in Diabetes—A Qualitative Study

Diabetes ◽  
2018 ◽  
Vol 67 (Supplement 1) ◽  
pp. 2322-PUB ◽  
Author(s):  
JULIE SCHMITTDIEL ◽  
CASSONDRA MARSHALL ◽  
DEANNE WILEY ◽  
CHRISTOPHER V. CHAU ◽  
CONNIE M. TRINACTY ◽  
...  
Keyword(s):  
Qualitative Study ◽  
Mail Order ◽  
Mail Order Pharmacy

scholarly journals Intelligent radar software defect classification approach based on the latent Dirichlet allocation topic model

2021 ◽  
Vol 2021 (1) ◽  
Author(s):  
Xi Liu ◽  
Yongfeng Yin ◽  
Haifeng Li ◽  
Jiabin Chen ◽  
Chang Liu ◽  
...  
Keyword(s):  
Latent Dirichlet Allocation ◽  
Topic Model ◽  
Recall Rate ◽  
Defect Classification ◽  
Software Defects ◽  
Classification Approach ◽  
Software Defect ◽  
Model Combining ◽  
Dirichlet Allocation

AbstractExisting software intelligent defect classification approaches do not consider radar characters and prior statistics information. Thus, when applying these appaoraches into radar software testing and validation, the precision rate and recall rate of defect classification are poor and have effect on the reuse effectiveness of software defects. To solve this problem, a new intelligent defect classification approach based on the latent Dirichlet allocation (LDA) topic model is proposed for radar software in this paper. The proposed approach includes the defect text segmentation algorithm based on the dictionary of radar domain, the modified LDA model combining radar software requirement, and the top acquisition and classification approach of radar software defect based on the modified LDA model. The proposed approach is applied on the typical radar software defects to validate the effectiveness and applicability. The application results illustrate that the prediction precison rate and recall rate of the poposed approach are improved up to 15 ~ 20% compared with the other defect classification approaches. Thus, the proposed approach can be applied in the segmentation and classification of radar software defects effectively to improve the identifying adequacy of the defects in radar software.

scholarly journals Technology Hotspot Tracking: Topic Discovery and Evolution of China’s Blockchain Patents Based on a Dynamic LDA Model

Symmetry ◽  
2021 ◽  
Vol 13 (3) ◽  
pp. 415
Author(s):  
Jinli Wang ◽  
Yong Fan ◽  
Hui Zhang ◽  
Libo Feng
Keyword(s):  
Latent Dirichlet Allocation ◽  
Topic Model ◽  
Graph Model ◽  
Representation Learning ◽  
Research Direction ◽  
Calculation Model ◽  
Topic Evolution ◽  
Blockchain Technology ◽  
The Status ◽  
Research Hotspots

Tracking scientific and technological (S&T) research hotspots can help scholars to grasp the status of current research and develop regular patterns in the field over time. It contributes to the generation of new ideas and plays an important role in promoting the writing of scientific research projects and scientific papers. Patents are important S&T resources, which can reflect the development status of the field. In this paper, we use topic modeling, topic intensity, and evolutionary computing models to discover research hotspots and development trends in the field of blockchain patents. First, we propose a time-based dynamic latent Dirichlet allocation (TDLDA) modeling method based on a probabilistic graph model and knowledge representation learning for patent text mining. Second, we present a computational model, topic intensity (TI), that expresses the topic strength and evolution. Finally, the point-wise mutual information (PMI) value is used to evaluate topic quality. We obtain 20 hot topics through TDLDA experiments and rank them according to the strength calculation model. The topic evolution model is used to analyze the topic evolution trend from the perspectives of rising, falling, and stable. From the experiments we found that 8 topics showed an upward trend, 6 topics showed a downward trend, and 6 topics became stable or fluctuated. Compared with the baseline method, TDLDA can have the best effect when K is 40 or less. TDLDA is an effective topic model that can extract hot topics and evolution trends of blockchain patent texts, which helps researchers to more accurately grasp the research direction and improves the quality of project application and paper writing in the blockchain technology domain.

Mail-Order Pharmacy

1989 ◽  
Vol 29 (8) ◽  
pp. 22-25
Author(s):  
Martin J. Jinks ◽  
Lynette M. Evenson ◽  
R. Keith Campbell ◽  
Stan Bye
Keyword(s):  
Mail Order ◽  
Mail Order Pharmacy

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

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