IJSSH 2015 Vol.5(3): 272-280 ISSN: 2010-3646
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).

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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.

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