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| Measuring Public Perception of Service Safety During Major Public Health Events |
| BAI Weijing，ZUO Wenming，CHEN Feiyang，QIU Xinxin |
| 1. South China University of Technology, Guangzhou, China; 2. Pazhou Lab, Guangzhou, China |
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Abstract This study employs grounded theory to conduct multi-level coding of data from Weibo, constructing a theoretical framework for service safety. Additionally, the BERT model is utilized to extract service safety information from another dataset, calculating a “Service Safety Perception Index” to quantify public’s perceptions level of service safety. The findings reveal that service safety encompasses three primary dimensions: physical safety, financial safety, and psychological safety. The theoretical framework of service safety covers seven core categories, with the first three being measures to protect service safety and the last four as conditions influencing the implementation of these measures. The comprehensive index and individual dimension indices of service safety experienced a dynamic pattern of initial fluctuations, gradual increases, slow declines to a trough, and eventual recovery following the relaxation of control measures. While the overall trend of the index of each dimension is consistent, variations exist in the specific changes across dimensions.
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Received: 22 August 2024
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