Structural and Temporal Topic Models of Feedbacks on Service Quality – A Path to Theory Development?

There is growing interest in applying computational methods in analysing large amount of data without sacrificing rigour in Information Systems research. In this paper, we demonstrate how the use of structural and temporal topic modelling can be employed to produce insights of both theoretical and practical importance from the analysis of textual comments on the quality of services in hospitals. As a first step, we revealed the thematic structures in the comments as topics which were aligned with the SERVQUAL dimensions. Following this, we established the temporal precedence among SERVQUAL factors based on the evolution of the topics over time. Theoretically, our findings were consistent with the emerging consensus on the nature of SERVQUAL dimensions from extant quantitative research and offer new propositions on the relationships among these dimensions. From the practice perspective, we produced quantified measures of factors associated with healthcare service experienc

Application of Text Analytics in Public Service Co-Creation: Literature Review and Research Framework

The public sector faces several challenges, such as a number of external and internal demands for change, citizens' dissatisfaction and frustration with public sector organizations, that need to be addressed. An alternative to the traditional top-down development of public services is co-creation of public services. Co-creation promotes collaboration between stakeholders with the aim to create better public services and achieve public values. At the same time, data analytics has been fuelled by the availability of immense amounts of textual data. Whilst both co-creation and TA have been used in the private sector, we study existing works on the application of Text Analytics (TA) techniques on text data to support public service co-creation. We systematically review 75 of the 979 papers that focus directly or indirectly on the application of TA in the context of public service development. In our review, we analyze the TA techniques, the public service they support, public value outcomes, and the co-creation phase they are used in. Our findings indicate that the TA implementation for co-creation is still in its early stages and thus still limited. Our research framework promotes the concept and stimulates the strengthening of the role of Text Analytics techniques to support public sector organisations and their use of co-creation process. From policy-makers' and public administration managers' standpoints, our findings and the proposed research framework can be used as a guideline in developing a strategy for the designing co-created and user-centred public services

Understanding Public Healthcare Service Quality from Social Media

Part 1: General E-Government and Open GovernmentInternational audienceDespite the opportunities and demands to use social media to support public policy-making processes, a systematic approach to reflect social media sentiments in policy making processes is yet to be proposed in the literature. This paper provides a method to assign tweets into one of SERVQUAL dimensions to identify sentiments and to track perceived service quality for policy makers in national health services (NHS). In this study, we devise a methodology to (1) identify more reliable topic sets through repeated LDA and clustering and (2) classify tweets with the topics based on a theory in service quality. To demonstrate the applicability, we selected healthcare as our target area and picked the NHS of U.K. for sensing the service quality of public policy. We collected tweets about NHS for about 4 years and created dictionaries related to the domain of healthcare with user reviews on hospitals and general practitioners in U.K. We applied the suggested methodology to track social perceptions and compared the applicability among different methods