A Study on Service Quality Measurement of Professional Physical Examination Based on SERVQUAL
Tao Ran
Xu Zhe
Abstract：The SERVQUAL model is the most authoritative framework for measuring service quality .How-ever , disputes arise on its applicability with specific service industry .The model is applied to the proces-sional physical examination service so as to develop its application field .Indexes are chosen from literature and further selected by experts in the industry .An evaluation model of professional physical examination ( PE) service quality with six dimensions and 28 items is established by using reliability and validity analy-sis and factor analysis of questionnaires .At last, the application research shows a high priority of impro-ving PE service quality in terms of empathy , profession , and responsiveness .The PE service in the future needs to transfer from single physical examination to health management , from simple operation to profes-sional research , and from passive acceptance to active market development .
Keywords：physical examinationservice qualitySERVQUAL scaleexploratory factor analysiscon-firmatory factor analysis
Publication Date：2014-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：9( 103-110,138 )