Utilizing online reviews for analyzing digital healthcare consultation services: Examining perspectives of both healthcare customers and healthcare professionals.

Introduction: Digital healthcare consultation services, also known as telemedicine, have seen a surge in their usage, especially after the COVID-19 pandemic. The purpose of this study is to investigate the satisfaction determinants of healthcare customers (patients) and healthcare professionals (doctors), providing digital healthcare consultation services.

Methods: The analysis involved scraping online reviews of 11 telemedicine apps meant for patients and 7 telemedicine apps meant for doctors, yielding a total of 44,440 patient reviews and 4748 doctor reviews.