A study of the impact of service quality on customer revisit intention of psychological service companies : using customer experience and disease awareness as mediating variables

Abstract

In today's society, mental health issues are receiving increasing attention, and numerous psychological service companies have emerged as providers of professional mental health services. However, the market competition is also becoming more intense, making service quality a crucial factor for psychological enterprises to achieve long-term development and customer loyalty. This study aims to explore the specific mechanisms by which various elements of service quality, such as accessibility, convenience, reliability, and efficiency, affect clients' willingness to revisit psychological consulting firms. Through empirical analysis, the study seeks to clarify the degree of association between different service quality dimensions and the intention to revisit, and to analyze their internal relationships. Therefore, the study will survey clients who have received psychological counseling and therapy services, using client experience and disease perception as mediating variables to examine the impact of service quality on the revisit intention of customers in psychological service enterprises. Additionally, through an in-depth study of the YM Psychological Counselor Training Company, the research will analyze issues related to the company's low revisit intention and propose recommendations for adjustment, offering a reference for similar enterprises