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Growing Science » International Journal of Data and Network Science » A hybrid approach to hospital quality monitoring based on google maps reviews: Integrating p-control charts and bidirectional encoder representations from transformers (BERT)

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International Journal of Data and Network Science

ISSN 2561-8156 (Online) - ISSN 2561-8148 (Print)
Quarterly Publication
Volume 9 Issue 4 pp. 1081-1106 , 2025

A hybrid approach to hospital quality monitoring based on google maps reviews: Integrating p-control charts and bidirectional encoder representations from transformers (BERT) Pages 1081-1106 Right click to download the paper Download PDF

Authors: Rossa Julia Nurfaizah, Muhammad Ahsan, Muhammad Hisyam Le

DOI: 10.5267/j.ijdns.2024.9.012

Keywords: Bidirectional Encoder Representations from Transformers (BERT), Hospital, p-Control Chart, Sentiment Analysis

Abstract: This study investigates the utilization of Google Maps reviews to assess hospital service quality. Patient-generated reviews were analyzed using a sentiment analysis framework incorporating the Bidirectional Encoder Representations from Transformers (BERT) classification model. The p control chart was employed to monitor the distribution of negative sentiment. The results of the sentiment analysis revealed a predominance of positive reviews over negative ones. The BERT classifier achieved excellent performance, with AUC values of 99.95% and 93.72% for training and testing data, respectively. However, the p control chart indicated that the hospital's performance still requires improvement, as several observations fell outside the statistically controlled range. Common patient complaints centered on lengthy wait times and queues, highlighting areas for targeted quality enhancement initiatives. This research demonstrates the potential of leveraging patient feedback to inform hospital quality improvement efforts.

How to cite this paper
Nurfaizah, R., Ahsan, M & Le, M. (2025). A hybrid approach to hospital quality monitoring based on google maps reviews: Integrating p-control charts and bidirectional encoder representations from transformers (BERT).International Journal of Data and Network Science, 9(4), 1081-1106.

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Journal: International Journal of Data and Network Science | Year: 2025 | Volume: 9 | Issue: 4 | Views: 284 | Reviews: 0

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