Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System

Muhammed Çağrı Aksu

doi:10.35377/saucis...1911035

Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System

Abstract

National e-appointment systems play a critical role in access to healthcare, while users’ experiences with these systems are increasingly reflected in public online discourse. This study examines social media content related to Türkiye’s Centralized Doctor Appointment System (CDAS) to characterize sentiment patterns, temporal changes, and prominent themes in online user discourse. Publicly available comments posted on X (Twitter), Facebook, and YouTube between 1 January 2023 and 21 September 2025 were collected (N = 47,699), of which 34,827 were retained after preprocessing. A Turkish BERT-based sentiment analysis model was used to identify overall sentiment orientations. To evaluate the model’s classification performance on the current CDAS dataset, a random sample of 400 comments was manually labeled and compared with model predictions. This domain-specific validation yielded 85.5% accuracy and Cohen’s κ = 0.776. To examine changes in sentiment over time, change-point analysis was performed on monthly mean sentiment scores, and the pre- and post-break periods were compared using the Mann–Whitney U test and effect-size measures. Overall, 50.2% of comments were classified as positive, 29.4% as negative, and 20.4% as neutral, with a mean sentiment score of 0.19. A structural break was identified around November 2023; the mean sentiment score increased from 0.131 before the break to 0.215 after the break (U = 35, p = .00184), accompanied by a large effect. Finally, BERTopic was applied separately to positive and negative comments to identify the topics shaping favorable and unfavorable discourse. Negative discourse was dominated by appointment unavailability and cancellation problems (86.29%), whereas positive discourse mainly concerned smooth appointment booking and system usability (64.95%) and institutional guidance and standard feedback messages (24.40%). The findings show that social media analytics can serve as a complementary data source for monitoring temporal and thematic patterns in public discourse surrounding national digital appointment services and can provide meaningful indicators for service improvement processes.

Keywords

Ethical Statement

Ethical review and approval were waived by the Scientific Research and Publication Ethics Committee of Artvin C¸ oruh University (reference no. E-18457941-050.99-193711; 17 September 2025), as the committee determined that ethics approval was not required for this study. The study analyzed publicly available social media content, and all data were processed in a de-identified manner; no attempt was made to identify individuals.

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Details

Primary Language

English

Subjects

Computing Applications in Health, Computing Applications in Social Sciences and Education

Journal Section

Research Article

Authors

Muhammed Çağrı Aksu ^*
0000-0002-8577-4413
Türkiye

Early Pub Date

October 27, 2026

Publication Date

October 30, 2026

Submission Date

March 16, 2026

Acceptance Date

October 6, 2026

Published in Issue

Year 2026 Volume: 9 Number: 5

DOI

https://doi.org/10.35377/saucis...1911035

IZ

https://izlik.org/JA64CU84EA

Cite

RIS / Bibtex

APA

Aksu, M. Ç. (2026). Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System. Sakarya University Journal of Computer and Information Sciences, 9(5), 1523-1539. https://doi.org/10.35377/saucis...1911035

AMA

1.Aksu MÇ. Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System. SAUCIS. 2026;9(5):1523-1539. doi:10.35377/saucis.1911035

Chicago

Aksu, Muhammed Çağrı. 2026. “Citizen Satisfaction in E-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System”. Sakarya University Journal of Computer and Information Sciences 9 (5): 1523-39. https://doi.org/10.35377/saucis. 1911035.

EndNote

Aksu MÇ (October 1, 2026) Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System. Sakarya University Journal of Computer and Information Sciences 9 5 1523–1539.

IEEE

[1]M. Ç. Aksu, “Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System”, SAUCIS, vol. 9, no. 5, pp. 1523–1539, Oct. 2026, doi: 10.35377/saucis...1911035.

ISNAD

Aksu, Muhammed Çağrı. “Citizen Satisfaction in E-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System”. Sakarya University Journal of Computer and Information Sciences 9/5 (October 1, 2026): 1523-1539. https://doi.org/10.35377/saucis. 1911035.

JAMA

1.Aksu MÇ. Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System. SAUCIS. 2026;9:1523–1539.

MLA

Aksu, Muhammed Çağrı. “Citizen Satisfaction in E-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System”. Sakarya University Journal of Computer and Information Sciences, vol. 9, no. 5, Oct. 2026, pp. 1523-39, doi:10.35377/saucis. 1911035.

Vancouver

1.Muhammed Çağrı Aksu. Citizen Satisfaction in e-Health Services: A Social Media Analysis of Türkiye’s Centralized Doctor Appointment System. SAUCIS. 2026 Oct. 1;9(5):1523-39. doi:10.35377/saucis. 1911035