The Impact of Medical Service Quality on Healthcare Consumer Satisfaction After the Coronavirus Pandemic
Year: 2025
Type: article
Study design: Observational Study
Abstract: The COVID-19 pandemic has brought about significant changes across various sectors.In particular, the healthcare sector has experienced considerable transformations, emphasizing the need to provide reliable medical services that can gain the trust of healthcare consumers.With the pandemic ending, we are now transitioning into the COVID-19 endemic era.During this period, the need for swift adaptation to evolving industries remains critical, and there is a heightened focus on delivering highquality medical services to all citizens who require them.This study analyzes the impact of Medical Service Quality on consumer satisfaction in the post-COVID-19 endemic era.The results indicate that the responsiveness of Medical Service Quality has a significantly positive (+) effect on perceived usefulness.Furthermore, the accessibility, responsiveness, and tangibility of Medical Service Quality were found to have significantly positive (+) effects on perceived ease of use.Both perceived usefulness and ease of use had significantly positive (+) effects on flow and attachment, which, in turn, had significantly positive (+) effects on overall satisfaction.These findings suggest that healthcare providers prioritize the responsiveness of their services and offer medical services that are easy and convenient to use.Lastly, this study contributes to the field by examining the impact of Medical Service Quality on consumer satisfaction, particularly in the post-COVID-19 endemic era, thereby expanding the scope of research in this area.
Authors: SangYoon Lim, Wen Lina, Jebum Kim
Institutions: Calvin University, Dankook University
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: bronze
OpenAlex ID: W4410867441