基于多粒度语言信息的远程咨询服务质量研究：区域医生的视角。
Research on Teleconsultation service quality based on multi-granularity linguistic information: the perspective of regional doctors.
机构信息
School of Management Engineering, Zhengzhou University, No.100 Science Avenue, Zhengzhou, 450001, China.
The First Affiliated Hospital of Zhengzhou University, Zhengzhou, 450052, China.
出版信息
BMC Med Inform Decis Mak. 2020 Jun 18;20(1):113. doi: 10.1186/s12911-020-01155-5.
BACKGROUND
Due to the increasing complexity in socioeconomic environments and the ambiguity in human cognition, decision makers prefer to give linguistic cognitive information with different granularities according to their own preferences. Consequently, to consider the uncertainty and preferences in the evaluation process, a method based on Multi-Granularity Linguistic Information (MGLI) for evaluating teleconsultation service quality is proposed, which provides a new research direction for scientific evaluation and improvement of teleconsultation service quality.
METHODS
Firstly, this paper explored a service quality evaluation system from the perspective of regional doctors. And then considering the uncertainty and preferences of decision makers, MGLI was used to optimize the index system according to the similarity degree between the linguistic evaluation information and a given linguistic term set. Finally, the empirical research was conducted using Henan Province Telemedicine Center of China (HTCC) as an example to identify the direction for improving the service quality in teleconsultation.
RESULTS
This study found that the number of consulting rooms, attitude of operators, consultation duration, charges, and attitude of experts are the key factors affecting the quality of teleconsultation service.
CONCLUSIONS
Suggestions for improving the quality of teleconsultation service are put forward in terms of optimizing the allocation of consulting rooms, improving regional doctors' experience and standardizing charging standards, which provides a new direction for improving the quality of teleconsultation service.
背景
由于社会经济环境日益复杂，人类认知存在模糊性，决策者更倾向于根据自身偏好给出不同粒度的语言认知信息。因此，为了在评价过程中考虑不确定性和偏好，提出了一种基于多粒度语言信息（MGLI）的远程咨询服务质量评价方法，为远程咨询服务质量的科学评价和改进提供了新的研究方向。
方法
首先，本文从区域医生的角度探讨了服务质量评价体系。然后，考虑到决策者的不确定性和偏好，根据语言评价信息与给定语言术语集之间的相似程度，使用 MGLI 对指标体系进行优化。最后，以中国河南省远程医疗中心（HTCC）为例进行实证研究，确定提高远程咨询服务质量的方向。
结果
本研究发现，咨询室数量、运营商态度、咨询时间、收费和专家态度是影响远程咨询服务质量的关键因素。
结论
从优化咨询室配置、提高区域医生体验和规范收费标准等方面提出了改进远程咨询服务质量的建议，为提高远程咨询服务质量提供了新的方向。
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