Abstract: The SERVQUAL model is the most authoritative framework for measuring service quality. However, disputes arise on its applicability with specific service industry. The model is applied to the processional 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 analysis and factor analysis of questionnaires. At last, the application research shows a high priority of improving 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 professional research, and from passive acceptance to active market development.

Key words:  physical examination, service quality, SERVQUAL scale, exploratory factor analysis, confirmatory factor analysis