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As patient satisfaction is heavily linked to their choice of provider and medical outcomes, hospital administrations routinely consider a bevy of factors to improve patient satisfaction. These considerations are complex, so targeting the most important areas for improvement is challenging. However, consumers’ online reviews of their hospital experience provide a vital lens into the factors associated with their satisfaction. In this study, we use a large dataset of Facebook reviews to construct a taxonomy of potential service attributes that consumers discuss online. We find partial overlap between this taxonomy and prior works and more traditional survey measures; the specific mix of service attributes found in these reviews is unique. Next, we utilize regression modeling to determine which service attributes are most closely associated with star ratings, which we use to measure overall satisfaction. This study demonstrates …