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- Title
Effects of Servicescapes on Interaction Quality, Service Quality, and Behavioral Intention in a Healthcare Setting.
- Authors
An, Sohyun; Lee, Pyoungsoo; Shin, Choong Ho
- Abstract
This study develops a conceptual framework that encompasses servicescapes and customer perceptions and behaviors, and conducts an empirical investigation of healthcare service facilities. Structural equation modeling is performed using a sample of 271 patients who received treatment within one year at hospitals and clinics located in the metropolitan area of Seoul, South Korea. The results of the empirical analysis show that service quality improvements and patient revisits to healthcare facilities can be induced through servicescape improvements and interaction quality. These results make theoretical contributions to the service management literature and have practical implications for the operations of healthcare facilities.
- Subjects
RESEARCH; HEALTH care industry; STRUCTURAL equation modeling; RESEARCH evaluation; CONFIDENCE intervals; INTERVIEWING; MATHEMATICAL variables; BEHAVIORAL objectives (Education); CONCEPTUAL structures; SURVEYS; CRONBACH'S alpha; QUESTIONNAIRES; CHI-squared test; DATA analysis software; LOGISTIC regression analysis; MENTAL health services
- Publication
Healthcare (2227-9032), 2023, Vol 11, Issue 18, p2498
- ISSN
2227-9032
- Publication type
Article
- DOI
10.3390/healthcare11182498