本研究旨在探討 Google 評論是否影響醫療院所的營運績效。受惠於網路的普及，消費者對網路口碑的信賴程度已經更甚企業的行銷資訊，多數消費者養成透過網際網路查看 Google 評論的生活習慣，甚至也開始嘗試在 Google 評論留下親身體驗後的感受及意見。本論文將此概念應用在醫療環境，認為病患在醫療院所的Google 評論上留下的評論分數，會直接影響其他病患選擇該醫療院所就診的可能性及意願，進而影響醫療院所的營業收入與績效表現。本研究使用 2019 與 2020年的各級醫療院所財務資訊與其 Google 評論分數資料，實證檢測後發現當醫療院所的 Google 評論愈好，營業利益與營業毛利基礎的資產報酬率也會愈高。但Google 的評論與醫療院所的營業收入成長以及營業利益率無關。再者，Google評論與醫院資產報酬率間的關係，只存在於非教學型醫院以及非都會區的醫院。
上述結果可供各級醫療院所管理者的決策參考。

This study examines whether Google reviews impact the operational performance of medical institutions. With the widespread use of the internet, consumers now trust online reputation more than marketing information from businesses. Many consumers have developed the habit of checking Google reviews through the internet and even leaving their own experiences and opinions. This concept is applied to the healthcare environment, where it is believed that the review scores left by patients on Google reviews can directly affect the likelihood and willingness of other patients to choose that medical institution for treatment, thereby affecting
the revenue and performance of the institution. The study used financial information and Google review scores of medical institutions at various levels for the years 2019 and 2020. Empirical testing revealed that as the Google reviews for medical institutions improve, the return on assets and operating profit margin also increase. However, there is no correlation between Google reviews and the growth of revenue or operating profit margin of medical institutions. Furthermore, the relationship between Google reviews and hospital asset return rate exists only in non-teaching hospitals and non-metropolitan area hospitals. These results can
serve as reference for decision-making by managers of medical institutions at all levels.

中文
1. 何宜、李茵、粘沅芳與姚宛筠（2022），以網路評價作為行銷策略之研究：以Google map商家為例，圖文傳播藝術學報，2022，頁92-103。
2. 吳孟璇（2016），網路口碑之文字數量、文本情感、熵值與結構於產品銷售績效之影響：以電影產業為例，國立臺灣大學國際企業學研究所碩士論文。
3. 李怡慧（2019），類粉絲效應：網路負面口碑的抑制與弱化，組織與管理，第12卷第2期，頁55-111。
4. 李國榮與顏暄祐（2019） ，網路口碑對消費性企業績效之影響：大數據之應用，屏東大學學報-管理類，第2期，頁47-71。
5. 汪志堅與吳宜環（2013），情緒發洩、報復與利他：服務失誤後之線上負面口碑，臺大管理論叢，第24卷第1期，頁173-205。
6. 沈中華、賴幸蓉與黃庭儀（2017），網路品牌口碑是否有助於銀行的消費性金融業務的成長，兩岸金融季刊，第5卷第1期，頁23-41。
7. 邱銘心與張家翎（2015），網路醫師評價之結構與內容特徵分析研究，教育資料與圖書館學，第52卷第2期，頁157-190。
8. 倪家珍、王笠言與林孟彥（2020），住宿業訂房平台線上評論之比較性分析：以Agoda與Airbnb為例，觀光休閒學報，第26卷第3期，頁259-282。
9. 莊淑惠、林鴻南與吳政霈（2014），線上產品評論對消費者購買意圖之影響：認知需求與產品知識調節效果之探討，管理評論，第33卷第4期，頁45-65。
10. 郭英峰與蔡宗訓（2022），善因行銷與正向線上口碑對無為慣性之影響：以線上購物為例，資訊管理學報，第29卷第1期，頁1-25。

11. 陳美如等人（2012），線上口碑對消費者購買意圖之影響：網路論壇的實驗研究，中山管理評論，第20卷第2期，頁441-475。
12. 黃俊堯與柳秉佑（2016），消費者線上口碑與評論研究：國內外相關文獻回顧與討論，臺大管理論叢，第26卷第3期，頁215-256。
13. 蔡雅玲、黃文宏、王靖雯與高婷婷（2021），線上社群評論人及論點說服力之研究，管理資訊計算，第10卷特刊1，頁1-10。
14. 鐘毓韜（2021），知覺互動性、促銷活動、網路口碑、知覺風險與行銷績效之研究：以電商直播業為例，國立臺北科技大學經營管理系碩士班論文。

英文
1. Bjertnaes, O., Iversen, H. H., Skyrud, K. D., & Danielsen, K. (2020). The Value of Facebook in Nation-Wide Hospital Quality Assessment: A National Mixed-Methods study in Norway. BMJ Quality & Safety, 29(3), 217-224.
2. Hefele, J. G., Li, Y., Campbell, L., Barooah, A., & Wang, J. (2018). Nursing Home Facebook Reviews: Who has them, and how do They Relate to Other Measures of Quality and Experience. BMJ Quality & Safety, 27(2), 130-139.
3. Rahim, A. I. A., Ibrahim, M. I., Chua, S.-L., & Musa, K. I. (2021). Hospital Facebook Reviews Analysis Using a Machine Learning Sentiment Analyzer and Quality Classifier. Healthcare, 9(12), 1679-1694.
4. Rahim, A. I. A., Ibrahim, M. I., Musa, K. I., & Chua, S.-L. (2021). Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia. International Journal of Environmental Research and Public Health, 18(14), 7454-7469.
5. Cho, N. E., & Hong, K. (2018). A kitchen with too many cooks: Factors associated with hospital
6. profitability. Sustainability, 10(2), 323.
7. Fisher, E.S., Wennberg, D.E., Stukel, T.A., Gottlieb, D.J., Lucas, F.L., & Pinder, É.L. (2003). The
8. implications of regional variations in Medicare spending. part 1: The content, quality, and accessibility of care. Annals of Internal Medicine. 138, 273-14.
9. Gapenski, L. C., & Vogel, B. W. (1993). The determinants of hospital profitability. Journal of
10. Healthcare Management, 38(1), 63-80.
11. Langland-Orban, B., Gapenski, L.C., Vogel, W.B. (1996). Differences in characteristics of hospitals
12. with sustained high and sustained low profitability. Hospital & Health Services Admistration. 41(3), 385-399.
13. Nevola, A. (2016). Revisiting ‘the determinants of hospital profitability’in Florida. Journal of Health Care Finance, 43(2).
14. Singh, S.R., & Wheeler, J.R.C. (2012). Hospital financial management: What is the link between
15. revenue cycle management, profitability, and not-for-profit hospitals' ability to grow equity? Journal of Healthcare Management. 57(5), 325-39; discussion 339-341.
16. Turner, J.S., Broom, K.D., & Counte, M.A. (2015). Is there a relationship between value-based
17. purchasing and hospital profitability? an exploratory study of Missouri hospitals. Health Services Research and Managerial Epidemiology. 2, 1-11.
18. Vogel, W. B., Langland-Orban, B., & Gapenski, L. C. (1993). Factors influencing high and low
19. profitability among hospitals. Health Care Management Review, 15-26.