Impact of K-Medical's servicescape on medical service quality and behavioral intention

The purpose of this study is to examine Korean medical services, which are undergoing qualitative improvements in service delivery and patient care, and to assess the effects of the servicescape, comprising physical and social domains, on medical service quality and behavioral intentions. Using a sample of 153 dermatology clinic customers, the study conducted frequency analyses to examine general characteristics, reliability analyses to validate research instruments, and exploratory factor analyses to identify key constructs. Correlation and regression analyses were used to test the hypotheses, while mediated regression was employed to explore mediating effects. The results showed that the social domain of the servicescape had a significant positive impact on medical service quality, whereas the physical domain did not show a significant effect. Medical service quality positively influenced satisfaction and revisit intention. Additionally, the social domain had a significant positive effect on satisfaction and revisit intention, while the physical domain did not. Medical service quality also mediated the relationship between the social and physical domains of the servicescape and behavioral intentions.