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- ISSN: 2010-3646 (Online)
- Abbreviated Title: Int. J. Social. Scienc. Humanit.
- Frequency: Bimonthly
- DOI: 10.18178/IJSSH
- Editor-in-Chief: Prof. Paul Sudnik
- Executive Editor: Ms. Yoyo Y. Zhou
- Abstracting/ Indexing: Google Scholar, Index Copernicus, Crossref, Electronic Journals Library
- E-mail: ijssh.editorial.office@gmail.com
Home> Archive> 2015> Volume 5 Number 3 (Mar. 2015)
IJSSH 2015 Vol.5(3): 272-280 ISSN: 2010-3646
DOI: 10.7763/IJSSH.2015.V5.466
DOI: 10.7763/IJSSH.2015.V5.466
Customer Perceptions of Health Examination Service Quality: An Empirical Investigation in South Korea
Sehwon Kang and Jungsuk Oh
Abstract—With an increasing trend of extended life
expectancy and consequential aging society, the demand for
health examination is ever heightened. The purpose of this
study is to identify the dimensions of health examination service
quality and their influence on customer satisfaction and
behavioral intention. We utilized a modified SERVPERF model,
in which service quality consists of six factors of tangibles,
reliability, responsiveness, assurance, empathy, and privacy.
Using the structural equation model analysis, we found that six
factors of SERVPERF are consolidated into five. Privacy loses
its significance, responsiveness and assurance stay valid, and
tangibles factor is split into two. Overall, reliability, empathy,
and tangibles 1 are found to be the relatively influential to
consumer satisfaction.
Index Terms—Health examination, health screening, service quality, servperf.
The authors are with the Seoul National University (SNU), Seoul, Korea (e-mail: joh@snu.ac.kr).
Index Terms—Health examination, health screening, service quality, servperf.
The authors are with the Seoul National University (SNU), Seoul, Korea (e-mail: joh@snu.ac.kr).
Cite: Sehwon Kang and Jungsuk Oh, " Customer Perceptions of Health Examination Service Quality: An Empirical Investigation in South Korea," International Journal of Social Science and Humanity vol. 5, no. 3, pp. 272-280, 2015.